Summary
Overview
Work History
Education
Skills
Timeline
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Fiona Gordon

Burlington,ON

Summary

I am a self starter and looking to further develop my career and challenge myself by applying my current knowledge of the PBM industry to a more challenging role. I am a skilled public speaker and apply my critical thinking skills to problem solving and proactively addressing areas of concern to avoid escalating client or patient issues. I see myself being a go-to resource for clients, patients and employees, while multitasking, supporting, and moving projects along.

Overview

7
7
years of professional experience

Work History

Manager, Specialty Patient Services

Express Scripts Canada
02.2023 - Current
  • Working closely with insurance carriers to understand the needs of their programs, making recommendations and providing support and guidance for new and ongoing programs
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Develop and design new concepts to grow Express Scripts Canada's PPN business and identify areas of new growth and value added services
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Advising various departments on how best to handle specialty members and the complex nature of their reimbursement needs (Sales, Pharmacy, Finance, Marketing and Shipping)
  • Built a high-performing team of 10-15 people through effective recruitment, onboarding, and talent development initiatives.
  • Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.

Supervisor, Advocate Services

Express Scripts Canada
04.2021 - 02.2023
  • Develop and implement strategies to increase member engagement in PPN services
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Developing Standard Operating Procedures (SOP's) for new processes
  • Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
  • Develop and design new concepts to grow ESC's PPN business and identify areas of new growth and value added services
  • Identifying and interviewing potential new team members and initial on-boarding of new Advocate Team members
  • Supervising a team of 8-10 people, providing ongoing support and guidance for issues relating to technical, business and personnel challenges
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.

Senior Reimbursement Specialist, Advocate Services

Express Scripts Canada
01.2017 - 04.2021
  • Liaising with physicians, manufacturer assistance programs and provincial programs to obtain and appeal coverage for specialty medications; including Exceptional Access Program (EAP), Limited Use, (LU) private coverage prior/special (PA/SA) authorization
  • Collaborating with the sales and project management teams to implement and manage the successful launch of multiple new specialty drug programs introduced by third party insurance carriers, including reporting statistics, on-boarding clients, and managing company resources to ensure a timely roll out
  • Training and coaching members of all teams to ensure adherence to new procedures relating to Specialty Pharmacy.
  • Assessing individual insurance needs and providing guidance to patients on how to utilize their private insurance to best suite their personal situation. Assisting with applications to all national provincial pharmacare providers and navigating patient assistance programs

Education

CCPE Accreditation Course
2020

Business Marketing

Fanshawe College

Health-Sciences Program

Fanshawe College

Skills

  • Team Management
  • Excellent Communication
  • Business Development
  • Time Management
  • Computer Skills
  • Critical Thinking
  • Teamwork and Collaboration
  • Customer Service
  • Microsoft Office
  • Problem-Solving
  • Pharmacy billing software
  • Conflict Mediation

Timeline

Manager, Specialty Patient Services

Express Scripts Canada
02.2023 - Current

Supervisor, Advocate Services

Express Scripts Canada
04.2021 - 02.2023

Senior Reimbursement Specialist, Advocate Services

Express Scripts Canada
01.2017 - 04.2021

CCPE Accreditation Course

Business Marketing

Fanshawe College

Health-Sciences Program

Fanshawe College

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Fiona Gordon