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
Mississauga, ON
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
Scarborough, ON
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
Toronto, ON
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