JOAN MARIE GUIANG
SCARBOROUGH
Summary
Supervisor, Retail Specialty Support candidate with a background as a Retail Specialty Support and Drug Reimbursement. Skilled in customer care and administrative tasks. Seeking a challenging position to utilize acquired skills and create opportunities for personal growth and advancement.
Overview
19
19
years of professional experience
Work History
Retail Support Specialist
Specialty Health Network
11.2023 - Current
- Ensured compliance with company policies and procedures, maintaining a safe and secure work.
- Streamlined communication between Pharmacy and retail support teams, resulting in a more cohesive work environment.
- Work closely with Pharmacy team members and manufacturer programs
- Collaborate closely with pharmacy team members and manufacturer programs to offer support for retail pharmacy.
Organize specialty drug referrals from clients to efficiently streamline prescription dispensing at all SDM/LCL pharmacies.
Provide retail support for reimbursement, and processing of claims pertaining to specialty drugs. - Answered incoming calls from retail pharmacies and emails from clients for all inquiries regarding specialty drug billings, reimbursement and support.
Pharmacy Assistant
Shoppers Drug Mart #811
09.2006 - Current
- Good knowledge of new Healthwatch and Healthwatch legacy applications
- Receive new and repeat prescription orders in accordance with standard operating procedures
- Adjudicate third party billing, online and manage manual third-party accounts, collecting outstanding monies from customers where necessary
- Perform inventory management under the direction and supervision of the pharmacist
- Ability to prepare extemporaneous mixtures
- Ability to train patients with glucose meters
- Kept pharmacy counter and related areas clean, neat and organized.
- Greeted customers and responded to questions with friendly, knowledgeable assistance.
- Demonstrated professionalism and empathy when handling sensitive patient situations, preserving confidentiality at all times.
- Delivered exceptional customer service through active listening skills and addressing concerns promptly.
- Assisted pharmacists in maintaining a well-organized and clean pharmacy environment for optimal workflow.
- Received deliveries of medication shipments, verifying contents against invoices while adhering to proper storage protocols.
- Assisted pharmacy staff with preparing medications and filling orders.
- Facilitated effective communication between team members, fostering a collaborative work environment within the pharmacy.
- Enhanced customer satisfaction by providing efficient and accurate prescription filling services.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted in the training and mentoring of new pharmacy assistants, fostering a culture of continuous learning and professional development.
- Supported operations with filing, copying and faxing.
- Aided in the reduction of prescription errors by meticulously verifying patient information and medication details.
- Improved operational efficiency by assisting with routine administrative tasks such as filing, data entry, and report generation.
- Trained new pharmacy staff on computer system and drug management protocols.
- Coordinated with insurance companies to resolve billing and reimbursement issues.
- Streamlined medication inventory management, implementing efficient stock rotation system.
- Reduced waiting times for patients by implementing more efficient prescription filling process.
- Trained new pharmacy assistants, sharing best practices for medication dispensing and customer service.
- Maintained clean and organized work environment, adhering to health and safety standards.
- Handled inventory stock by counting inventory items, checking delivery quantities, reviewing medication expirations and ordering additional products.
- Completed cash register transactions by handling credit and cash payments using pharmacy register system.
- Greeted customers at counter and provided excellent customer service.
Drug Reimbursement Coordinator
Pharmacy.ca
08.2021 - 11.2023
- Strong knowledge in pharmacy billing practices and reimbursement
- Experience in specialty drug reimbursement pathways in HIV/HEP C including patient support programs, provincial and federal drug coverage and private insurances
- Experienced in billing prescriptions including troubleshooting adjudication issues related to third party issues
- Coordinate and/or review prior or special authorizations to submission to insurances
- Great work experience in Kroll pharmacy management software
- Facilitated communication between patients, providers, and payers to resolve claim discrepancies and expedite payment processing.
- Leveraged strong analytical skills to identify trends in payer behavior, enabling proactive adjustments to claims submission strategies when needed.
- Provided exceptional customer service by addressing patient concerns regarding billing issues promptly and professionally.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance with all applicable laws and guidelines.
- Followed up on denied and unpaid claims to resolve problems and obtain payments.
- Helped minimize escalations by reaching out to clients in advance of expected problems.
- Prevented delays and claim denials by correcting information prior to submission.
- Served people of different backgrounds with polished people skills and advanced language abilities.
Quality Tester, Product Team
Shoppers Drug Mart
09.2018 - 08.2021
- Review business requirements with business analyst to clarify any ambiguity and ensuring testing conditions are understood
- Knowledge of UAT methodology and industry best practices with familiarity of requirements traceability
- Proficient in developing, documenting and maintaining functional test cases
- Communicate testing scope to team members via presentation
- Load test cases for execution into HP ALM (Quality Center)
- Manually execute test cases within the agreed upon timelines ensuring the application is performing as expected
- Assess and log defects with appropriate artifacts (e.g
- Requirement ID, screenshots, computer logs)
- Communicate any issues and risks that can affect project timelines with manager
- Assist with troubleshooting defects that are found in production
- Submit environment change requests for deployment of new code
- Perform sanity testing on new environments for readiness
- Work with team members to review and enhance existing test cases
- Generate summary and exit report during testing execution
- Attend daily defect triage and scrum meetings
- Develop a strong functional understanding of the pharmacy workflows
- Good understanding of integration with e-health other pharmacy initiatives (e-refill, central fill, etc.)
- Intermediate knowledge with new Healthwatch and legacy Healthwatch
Specialist Rollout
Shoppers Drug Mart
02.2017 - 09.2018
- Contact stores approximately 1 week and 1 day before go-live date to ensure all store readiness parameters (installation of hardware, store contacts, store readiness checklists, training, etc.) have been met and store is ready to go live
- Liaison with pharmacy enhanced support, IT, RX operations, regional, and corporate personnel as required
- Identify and provide guidance on new pharmacy workflow
- Provide in-store support on the new Healthwatch system and other pharmacy software (Accuro)
- Assist in testing new releases as required and other projects/duties assigned
Education
Medical Laboratory Assistant/Technician Diploma -
CDI College
Toronto, ON01.2006
Chemical Engineering Technician - undefined
Seneca College Yorkgate Campus
Toronto, ON01.2001
Skills
- High-performance individual contributor
- Collaborative team member
- Strong interpersonal skills
- Strong written and verbal communication skills
- Effective problem-solving skills
- Able to work independently
- Proficient in MS Office applications
- Comprehensive performance evaluation
- Technical documentation skills
Timeline
Retail Support Specialist
Specialty Health Network
11.2023 - Current
Drug Reimbursement Coordinator
Pharmacy.ca
08.2021 - 11.2023
Quality Tester, Product Team
Shoppers Drug Mart
09.2018 - 08.2021
Specialist Rollout
Shoppers Drug Mart
02.2017 - 09.2018
Pharmacy Assistant
Shoppers Drug Mart #811
09.2006 - Current
Chemical Engineering Technician - undefined
Seneca College Yorkgate Campus
Medical Laboratory Assistant/Technician Diploma -
CDI College
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