Patient Care Advocate Resume Samples

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K Kling

Kathlyn

Kling

22995 Zoie Street

Los Angeles

+1 (555) 848 8107

22995 Zoie Street

Los Angeles

Phone

p +1 (555) 848 8107

Experience Experience

Chicago, IL

Patient Care Advocate

Chicago, IL

Fritsch, Lang and Schmitt

Chicago, IL

Patient Care Advocate

Assist with checking and removing out-of-date product as instructed by the pharmacist
Assist pharmacist with the preparation, reconciliation and billing of third-party insurance claims and in the re-billing of rejected third party claims
Attend educational events as sponsored or provided by pharmacy
Assist pharmacist with filling prescriptions by pulling stock, pouring, counting, restocking, packaging, labeling and pricing the prescription
Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and ensure compliance
Prepare orders for packing and shipping; properly execute and record sales and shipping transactions
Handle inbound and outbound member, provider and physician customer service calls in a call center setting

New York, NY

Clinical Patient Care Advocate Clinical Call Center

New York, NY

Reichert and Sons

New York, NY

Clinical Patient Care Advocate Clinical Call Center

Conduct telephone conversations in a polite manner and ensure accurate information is exchanged and customer is satisfied
Maintain productivity rates and meet quality expectations as determined by leadership
Customer Focused
Report errors, omissions, and incidents to pharmacist
Presentation & Verbal Communic
Gets Things Done
Contact physician office if necessary

present

San Francisco, CA

Patient Care Advocate Clinical Call Center Cranberry

San Francisco, CA

Shanahan, Waelchi and Oberbrunner

present

San Francisco, CA

Patient Care Advocate Clinical Call Center Cranberry

present

Execute Medication Therapy Management for the company through competency in MTM platforms. This includes, but is not limited to Mirixa, Socrxates, and OutcomesMTM. MTM sessions will focus on adherence gaps and therapy omissions but can also include Comprehensive Medication Reviews (CMRs), Targeted Intervention Programs (TIPS), Gap-in-Care Alerts (GAPs), and ESI Star Ratings Programs
Project Management
Follow established best practices as they relate to work flow and use of MTM platforms when contacting patients, scheduling appointments and/or follow-up calls, and performing data entry
Assist in the execution of all company initiatives/programs and participate in staff meetings
Provide adequate notes and documentation within platform to ensure proper reimbursement, patient safety, and to provide a seamless management of patients amongst all staff
Use the pharmacy computer to complete all actions necessary to provide optimal patient care. Computer-based tasks will include but not be limited to: searching for patients/profiles and determining dates of medication fill /pick up, for the purpose of identifying true and false adherence gaps
Properly schedule and perform follow-up adherence calls to ensure success and continued compliance with medication

Education Education

Bachelor’s Degree in Nursing Preferred

The University of Alabama

Bachelor’s Degree in Nursing Preferred

Skills Skills

Demonstrated ability to handle challenging customers in
Intermediate Demonstrated interpersonal/verbal communication skills
Intermediate Demonstrated written communication skills
Intermediate Ability to create, review and interpret treatment plans
Intermediate Ability to effectively present information and respond to questions from families, members, and providers
Intermediate Ability to multi-task
Intermediate Ability to work in a fast paced environment with changing priorities
Intermediate Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
Intermediate Ability to analyze and interpret financial data in order to coordinate the preparation of financial records
Intermediate Demonstrated organizational skills

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5 Patient Care Advocate resume templates

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Patient Care Advocate Resume Examples & Samples

Handle inbound and outbound member, provider and physician calls. Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable
1 year of customer service experience
Full availability during the hours of 7:00am - 10:00pm, Monday through Saturday
Excellent verbal presentation, telephone etiquette, and communication skills
Ability to adapt in a dynamic work environment
Ability to learn quickly, solve problems and make decisions
Willingness to work a flexible schedule for peak call times

Patient Care Advocate Resume Examples & Samples

High school diploma or equivalent work experience
1 year of relevant experience
General PC knowledge including Microsoft Office and Internet; Excellent verbal presentation and communication skills
Ability to adapt in a dynamic work environment learns quickly, solve problems and make decisions
LI-MR1

Patient Care Advocate Resume Examples & Samples

Handle inbound and outbound member, provider and
1-2 years experience in a customer service setting,
Demonstrated ability to handle challenging customers in

Senior Patient Care Advocate Resume Examples & Samples

Follow up with patients to verify
High School diploma or equivalent, three to
Pharmacy Technician Trainee license to start
Demonstrated ability to handle challenging

Ubc-patient Care Advocate Resume Examples & Samples

Handle inbound clients calls and written correspondence and questions via the web while maintaining service levels. Make independent judgments in order to respond to complex or critical customer issues. May take overflow calls from members, physicians and providers
Other special projects as assigned
Provide on-the -job training for new or existing reps. Work collaboratively with other CSA’s/CSR’s to ensure that best-practices are shared
High school diploma or equivalent; and 2-3 years relevant work experience
Ability to handle challenging customers in a professional manner; Ability to adapt in a dynamic work environment learns quickly, solve problems and make decisions; Willingness to work a flexible schedule for peak call times
LI-DJ1

Patient Care Advocate Resume Examples & Samples

This is a work from home position as part of our Virtual Call Center based in Valdosta, GA. We will provide all equipment necessary. You must have a quiet dedicated workspace and provide a hardwired into the house internet service
Identify and escalate repetitive questions and/or problems so that corrective action can be pursued and expedited
Work collaboratively with other customer service represent
1-2 years experience in a customer service setting, preferably in a call center environment
Excellent phone presentation skills and communication skills
Demonstrated ability to handle challenging customers in a professional manner
Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions
Must live within a commutable distance of Valdosta, GA
Must have wired internet service to home with acceptable speed
LI-JT1

Patient Care Advocate Resume Examples & Samples

L1-NN1
Excellent verbal presentation and communication skills
LI-NN1

Ubc-patient Care Advocate Resume Examples & Samples

Handle inbound clients calls and written
High school diploma or equivalent; and 2-3
General PC knowledge including Microsoft

Patient Care Advocate Resume Examples & Samples

This is a work from home position as part of our Virtual Call Center based in Charlotte, NC. We will provide all equipment
Necessary. You must have a quiet dedicated work space and provide a hardwired into the house internet service
Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees
Where applicable
Work with other operational departments to research and resolve mail order and claims issues and respond to members
Within performance agreement guidelines
Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service
Process and reduce potential legal concerns
Must live within a commutable distance of Charlotte, NC
LI - JT1

Patient Care Advocate Resume Examples & Samples

Acts as the face of WellCare in the provider community with the provider and office staff where their services are embedded
Advises and educates Provider practices in appropriate HEDIS measures, and HEDIS ICD-10 /CPT coding in accordance with NCQA requirements
Assesses provider performance data to identify and strategize opportunities for provider improvement
Collaborates with Provider Relations to improve provider performance in areas of Quality, Risk Adjustment, Operations (claims and encounters)
Schedules doctor appointments for members with care gaps to access needed preventive care services and close gaps in care in the provider’s office
Conducts face-to-face education with the member and their family, in the provider’s office, about care gaps identified, and barriers to care
Conducts telephonic outreach and health coaching to members to support quality improvement, regulatory and contractual requirements
Arranges transportation for members as needed
Arranges follow-up appointments for member as needed
Documents all actions taken regarding contact related to member
Interacts with other departments including customer service to resolve member issues
Refers to case or disease management as appropriate
Completes special assignments and projects instrumental to the function of the department
Located in a provider’s office
Required A Bachelor's Degree in Healthcare, Public Health, Nursing, psychology, Social Work, Health Administration, or related health field
Required 2+ years of experience in HEDIS, quality improvement, member outreach and/or health coaching in a managed care environment
Required 2+ years of experience in social work
Preferred Other Experience in managed care
Intermediate Demonstrated written communication skills
Intermediate Ability to create, review and interpret treatment plans
Intermediate Ability to multi-task
Intermediate Ability to analyze and interpret financial data in order to coordinate the preparation of financial records
Intermediate Demonstrated organizational skills
Intermediate Other Appreciation and sensitivity towards cultural diversity and targeted populations
Preferred Licensed Practical Nurse (LPN)
Preferred Licensed Master Social Work (LMSW)
Preferred Certified Social Worker (C-SW)
Preferred Licensed Social Worker (LSW)
Required Intermediate Microsoft Word Proficient in Microsoft Office such as Word, Excel and Outlook
Required Intermediate Microsoft Excel Ability to use and navigate health service management systems
Required Intermediate Healthcare Management Systems (Generic)

Patient Care Advocate Resume Examples & Samples

Bachelor's Degree in Healthcare, Public Health, Nursing, Psychology, Social Work, Health Administration, or related health field
2+ years of experience in HEDIS, quality improvement, member outreach and/or health coaching in a managed care environment
Microsoft Word Proficient in Microsoft Office such as Word, Excel and Outlook
Ability to use and navigate health service management systems
Healthcare Management Systems experience
Ability to create, review and interpret treatment plans
2+ years of experience in Social work
Other Experience in managed care
One of the following: Licensed Clinical Social Worker (LCSW), Licensed Social Worker (LSW), Certified Social Worker (C-SW), Certified Social Worker in Health Care (C-SWHC), Licensed Clinical Social Worker Certified (LCSW-C)

Patient Care Advocate Resume Examples & Samples

Bachelor's Degree in Healthcare, Public Health, Nursing, psychology, Social Work, Health Administration, or related health field is required
2+ years of experience in HEDIS, quality improvement, member outreach and/or health coaching in a managed care environment is required
2+ years of experience in social work is preferred
Experience in managed care is preferred
Demonstrated interpersonal/verbal communication skills
Demonstrated written communication skills
Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
Ability to analyze and interpret financial data in order to coordinate the preparation of financial records
Demonstrated organizational skills
Appreciation and sensitivity towards cultural diversity and targeted populations
Licensed Practical Nurse (LPN) is preferred
Licensed Master Social Work (LMSW) is preferred
Certified Social Worker (C-SW) is preferred
Licensed Social Worker (LSW) is preferred
Proficient in Microsoft Office such as MS Word, MS Excel and MS Outlook is required
Ability to use and navigate health service management systems is required

Patient Care Advocate Resume Examples & Samples

LI-SM1
Required a Bachelor's Degree in Healthcare, Public Health, Nursing, psychology, Social Work, Health Administration, or related health field
OR 4 + yrs. of equivalent work experience directly related to patient care administration and/or social work
Preferred experience in managed care
Intermediate demonstrated interpersonal/verbal communication skills
Intermediate demonstrated written communication skills
Intermediate ability to create, review and interpret treatment plans
Intermediate ability to effectively present information and respond to questions from families, members, and providers
Intermediate ability to multi-task
Intermediate ability to work in a fast paced environment with changing priorities
Intermediate ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
Intermediate ability to analyze and interpret financial data in order to coordinate the preparation of financial records
Intermediate demonstrated organizational skills
Intermediate ability to work independently
Intermediate appreciation and sensitivity towards cultural diversity and targeted populations
Required intermediate skill level with Microsoft Office such as Word, Excel and Outlook
Required intermediate ability to use and navigate health service management systems

Patient Care Advocate Resume Examples & Samples

1+ year of related work experience
Knowledge of Healthcare delivery (Intermediate)
Knowledge of Community, State and Federal laws and resources
Microsoft Office/Suite proficient (Word, Excel and Outlook)
Working knowledge of Healthcare Management Systems
Excellent communication skills (Written and verbal)
Strong attention to detail
2+ years of experience in HEDIS, Quality Improvement, Member Outreach and/or Health Coaching in a Managed Care environment; 2+ years of experience in Social Work
License / certification in one of the following: Licensed Clinical Social Worker (LCSW); Licensed Social Worker (LSW); Certified Social Worker (C-SW); Certified Social Worker in Health Care (C-SWHC); and, Licensed Clinical Social Worker Certified (LCSW-C)

Patient Care Advocate Resume Examples & Samples

Handle inbound clients calls and written correspondence and questions via the web while maintaining service levels
Make independent judgments in order to respond to complex or critical customer issues
May take overflow calls from members, physicians and providers
Work with other operational departments to research and resolve mail order and claims issues and respond to members, clients and account managers within performance agreement guidelines
Maintain accurate and complete documentation of all inquiries
Identify, document and report all repetitive questions and/or problems and recommend potential solutions
Assist with work distribution, expedition, and the development of work plans for reps
Provide on-the -job training for new or existing reps
Work collaboratively with other CSA’s/CSR’s to ensure that best-practices are shared

UBC Patient Care Advocate Resume Examples & Samples

Handle inbound clients calls and written correspondence
High school diploma or equivalent; and 2-3 years
1-2 years of relevant experience
General PC knowledge including Microsoft Office and
Ability to handle challenging customers in a

Patient Care Advocate Resume Examples & Samples

2+ years of experience in HEDIS, Quality Improvement, Member Outreach and/or Health Coaching in a Managed Care environment
Previous experience working with Healthcare Management Systems
One of the following licenses / certifications: Licensed Clinical Social Worker (LCSW); Licensed Social Worker (LSW); Certified Social Worker (C-SW); Certified Social Worker in Health Care (C-SWHC); and, Licensed Clinical Social Worker Certified (LCSW-C)

Patient Care Advocate Resume Examples & Samples

Handle
High
Willingness

Patient Care Advocate Resume Examples & Samples

Bachelor's Degree in Healthcare, Public Health, Nursing Psychology, Social Work, Health Administration, or related health field
2+ years of work experience in HEDIS, quality improvement, member outreach, and/or health coaching in a managed care environment
Experience with generic healthcare management systems
Other Data Entry skills (Intermediate)
2+ years of experience in social work
Other experience in managed care

Patient Care Advocate Resume Examples & Samples

Knowledge of Healthcare delivery
2+ years of Social Work experience
One of the following licenses / certifications: Licensed Clinical Social Worker (LCSW); Licensed Social Worker (LSW); Certified Social Worker (C-SW); Certified Social Worker in Health Care (C-SWHC); and/or, Licensed Clinical Social Worker Certified (LCSW-C)

Patient Care Advocate Resume Examples & Samples

Previous experience with Healthcare Management Systems
Data entry background
2+ years of experience in HEDIS, Quality Improvement, Member Outreach and/or Health Coaching in a Managed Care environment; 2+ years of Social Work experience
One of the licenses / certifications:Licensed Clinical Social Worker (LCSW); Licensed Social Worker (LSW); Certified Social Worker (C-SW); Certified Social Worker in Health Care (C-SWHC); and, Licensed Clinical Social Worker Certified (LCSW-C)

Specialty Patient Care Advocate Resume Examples & Samples

Handle inbound and outbound member, provider and physician calls
Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable
Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines
Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns
Other duties as needed

Patient Care Advocate Resume Examples & Samples

Entry of prescriptions into HDS
Follow up with patients to verify prescription(s)
Outreach to medical doctor’s office to verify prescription(s)
Research on current and past prescription orders
Work with pharmacists to resolve issues
Following prescription order from beginning of process to the end of processing
Maneuvering through several different systems including HDS, Compass, CERES and Filenet
Process overrides and working exceptions on prescription orders
Multi-task between several issues at one time
High School diploma or equivalent, three to five years relevant business experience; some college helpful
At least one year of ESI front end experience as a data entry technician. Prefer senior intervention technician
Pharmacy Technician Trainee license to start and then certified Pharmacy Technician during applicable state guidelines. Become certified in each MRT and FE process by a Subject Matter Expert (SME)
General PC skills including Microsoft Office, Internet, and email
Extensive knowledge of ESI products and services a must. Experience training and coaching of less experienced staff- patience to explain details and processes repeatedly. Excellent phone presentation and communication skills. Demonstrated ability to handle challenging customers in a professional manner. Willingness to work a flexible schedule

Patient Care Advocate Resume Examples & Samples

Assesses provider performance data to identify and strategizes opportunities for provider improvement
LI-RR1
Position may be located in a provider's office
Required A Bachelor's Degree in Healthcare, Public Health, Nursing, psychology, Social Work, Health Administration, or related health field or equivalent work experience (a total of 4 years of experience required for the position); Work experience should be in direct patient care, social work, quality improvement or health coaching preferably in a managed care environment
Required 2+ years of experience in Work experience should be in direct patient care, social work, quality improvement or health coaching preferably in a managed care environment
Preferred Licensed Registered Nurse (RN)

Clinical Patient Care Advocate Clinical Call Center Resume Examples & Samples

Provide adequate notes and documentation within platform to ensure proper reimbursement, patient safety, and to provide a seamless management of patients amongst all staff
Maintain productivity rates and meet quality expectations as determined by leadership
Conduct telephone conversations in a polite manner and ensure accurate information is exchanged and customer is satisfied
Maintain a neat work environment to ensure all company, local, state, and federal requirements are met
Have knowledge of all appropriate service and business metrics and assist team on action plans to improve outcomes
Contact physician office if necessary
Customer Focused
Interpersonal Skills
Respect for Self and Others
Analytical
Continuous Learner
Project Management

Patient Care Advocate Clinical Call Center Cranberry Resume Examples & Samples

Execute Medication Therapy Management for the company through competency in MTM platforms. This includes, but is not limited to Mirixa, Socrxates, and OutcomesMTM. MTM sessions will focus on adherence gaps and therapy omissions but can also include Comprehensive Medication Reviews (CMRs), Targeted Intervention Programs (TIPS), Gap-in-Care Alerts (GAPs), and ESI Star Ratings Programs
Follow established best practices as they relate to work flow and use of MTM platforms when contacting patients, scheduling appointments and/or follow-up calls, and performing data entry
Use the pharmacy computer to complete all actions necessary to provide optimal patient care. Computer-based tasks will include but not be limited to: searching for patients/profiles and determining dates of medication fill /pick up, for the purpose of identifying true and false adherence gaps
Properly schedule and perform follow-up adherence calls to ensure success and continued compliance with medication
Demonstrate adherence to all company, state, and federal policies, laws, and regulations including HIPAA
Assist in the execution of all company initiatives/programs and participate in staff meetings
Report errors, omissions, and incidents to pharmacist
Act in a fiscally responsible manner with regards to our work processes and be held accountable to meeting our financial goals
Customer service skills necessary to ensure exemplary customer service and satisfaction with knowledge and understanding to contact a Pharmacist when needed
Gets Things Done
Problem Solving
Computer Skills
Numeric Computation/Reporting
Presentation & Verbal Communic

Patient Care Advocate Resume Examples & Samples

Handle inbound clients calls and
1-2
General
Ability

Patient Care Advocate Resume Examples & Samples

High School Graduate or higher required
One year of experience as patient liaison or related education and/or experience in dealing with patient/customer complaints and follow up action plans
Experience in hospital setting preferred, to include understanding of medical terminology
Excellent customer service and communication skills; bilingual preferred
Knowledge of common surgery or willingness to learn
Proficient computer and clerical skills, to include office equipment, required
Ability to be flexible and assume other duties as they become necessary within level of competency and education

Customer Service Representative Patient Care Advocate Resume Examples & Samples

Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
Escalates calls to supervisor when necessary and appropriate
Responds to requests for assistance and/or possible processing of credit card authorizations
Provides feedback reports on call issues related to downtime and/or training issues
Upsells to customers as necessary
High School Diploma or GED required; college degree preferred

Coordinator, Patient Care Advocate Resume Examples & Samples

Assists Presence Health (PH) administration in developing goals, objectives, and standards for the position of Patient Representative
Serves as designated liaison representative between patients and the hospital (administration and departments), through whom patients may voice problems and concerns
Interprets and explains to patients/patient families the philosophy, policies, and procedures of the hospital
Assists in referring patients to appropriate services and resources and responds personally when other alternatives are not available
Identifies and assesses problems that arise, investigates and directs inquiries and complaints to appropriate hospital staff members, and acts as intermediary to hospital administration on behalf of patients and their families
Graduate of an accredited nursing program required. Minimum three years of experience involving Continuous Performance Improvement, and background in healthcare education and ethics or similar experience required
Bachelor’s degree in Nursing preferred. Five years of experience preferred
Knowledge of patient care/patient problems and excellent human relations and problem solving skills required

Patient Care Advocate Resume Examples & Samples

Handle inbound and outbound member, provider and physician customer service calls in a call center setting
Answer customer service related questions to pharmacy benefits, while ensuring member satisfaction, first call resolution, and maintaining efficiency standards
Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and ensure compliance
Patient Care Advocates in the call center are responsible for performance “ownership, adhering to quality, efficiency and production standards while complying with all applicable company, state and federal safety regulations
General PC knowledge including Microsoft Office and the internet
Ability to demonstrate empathy and handle challenging customers in a professional manner
Excellent written and verbal communication Skills
Ability to adapt in a dynamic call center environment, learn quickly, solve problems and make decisions
1-2 years customer service and/or call center experience

Patient Care Advocate Resume Examples & Samples

At least 5 years of experience as an RN or Case Manager
Strong communications skills
Patient-oriented

Patient Care Advocate Resume Examples & Samples

A Bachelor's Degree in Healthcare, Public Health, Nursing, psychology, Social Work, Health Administration, or related health field or equivalent work experience (a total of 4 years of experience required for the position); Work experience should be in direct patient care, social work, quality improvement or health coaching preferably in a managed care environment required
2+ years of experience in Work experience should be in direct patient care, social work, quality improvement or health coaching preferably in a managed care environment required
Intermediate - Demonstrated interpersonal/verbal communication skills
Intermediate - Demonstrated written communication skills
Intermediate - Ability to create, review and interpret treatment plans
Intermediate - Ability to effectively present information and respond to questions from families, members, and providers
Intermediate - Ability to multi-task
Intermediate - Ability to work in a fast paced environment with changing priorities
Intermediate - Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
Intermediate - Ability to analyze and interpret financial data in order to coordinate the preparation of financial records
Intermediate - Demonstrated organizational skills
Intermediate - Ability to work independently
Intermediate - Knowledge of healthcare delivery
Intermediate - Appreciation and sensitivity towards cultural diversity and targeted populations
Licensed Practical Nurse (LPN)
Licensed Master Social Work (LMSW)
Certified Social Worker (C-SW)
Licensed Social Worker (LSW)
Licensed Registered Nurse (RN)
Intermediate proficiency in Microsoft Outlook, Word, and Excel
Intermediate proficiency in Healthcare Management Systems

Customer Service Patient Care Advocate Resume Examples & Samples

Maintains and updates customer information as necessary
Tracks call-related information for auditing and reporting purposes
Phone-related customer service a major plus
Ability to use phone and computer systems
Strong listening/comprehension skills
Conversational, patient and confident, with a positive attitude

Patient Care Advocate Resume Examples & Samples

Bachelor's Degree in Healthcare, Public Health, Nursing, psychology, Social Work, Health Administration, or related health field or equivalent work experience (a total of 4 years of experience required for the position)
2+ years of experience in work experience should be in direct patient care, social work, quality improvement or health coaching preferably in a managed care environment is required
Licensed Registered Nurse (RN) is preferred

Patient Care Advocate Resume Examples & Samples

Assist with the preparation of prescriptions including entering patient information (demographics, drug allergies and pharmaceutical history) and prescription orders into the computer for processing
Assist pharmacist with filling prescriptions by pulling stock, pouring, counting, restocking, packaging, labeling and pricing the prescription
Provide first class service by engaging the patient during on-boarding process of new therapy, investigation of financial support and monitoring on-going therapy to support compliance and persistency
Assist pharmacist with the preparation, reconciliation and billing of third-party insurance claims and in the re-billing of rejected third party claims
Assist with checking and removing out-of-date product as instructed by the pharmacist
Order, receive, rotate and store product to assure quality controls
Prepare orders for packing and shipping; properly execute and record sales and shipping transactions
Reconcile daily merchandise orders; organize and file records
Maintain confidentiality in compliance of federal HIPPA regulations
Attend educational events as sponsored or provided by pharmacy