Aashaka Patel
Toronto,ON
Summary
Compassionate Healthcare professional with experience in providing first level support to consumers that involves Patients, Clients, and Businesses. Experienced in managing patient accounts, Insurance Information, third party billing, inventory and necessary supporting documents.
Overview
3
3
years of professional experience
Work History
Specialist, Pharmacy Enhanced Support
Loblaw Companies Ltd.
02.2022 - 05.2023
- Provide first level support to Loblaw Pharmacies across Canada for different systems such as Healthwatch/Delta, Healthwatch Legacy, and Kroll.
- Achieve target Customer satisfaction survey rates through proactive first-call resolutions of customer issues.
- Helped with Third party billing issues and suggested necessary intervention codes when needed
- Familiar with Shared services processing involved within Loblaw Pharmacies, Provided Technical support for related issues.
- Use company established resolution tree (knowledge base) to reinforce established quality control standards and follow procedures for optimal end user interactions.
- Demonstrate usage and functions to pharmacy staff for different supporting applications used in Pharmacy such as MedMe, AccuroEMR, PrescribeIT, Digital RX etc.
- Take ownership of incidents created by Self-serve option and followed up with store users to ensure resolution.
- Help with basic level Inventory and logistics inquiries , escalate to respected departments when needed.
- Consult and collaborate with different teams to ensure resolution of reported issues in timely manner respecting SLA (Service level Agreement).
- Answer customer inquiries via calls and emails (using Genesys and Outlook) promptly to avoid on-hold wait times.
Pharmacy Assistant
Shoppers Drug Mart
09.2021 - 02.2022
- Perform pharmacy operations such as processing prescriptions, data entry, billing & adjudication, and filling prescriptions using Healthwatch/Delta .
- Faxing necessary patient information to hospitals when requested in case of emergency
- Creating patient profiles and keeping them updated
- Contacting Third party insurances in case of billing issues or coverage errors and seek solutions
- Receiving and stocking inventory and supplies
- Assure proper packaging and make prescriptions ready for scheduled deliveries on daily basis.
- Operate cash register and other front counter tasks to facilitate daily operations.
- Assist with telephonic refills , process e-prescriptions .
- Facilitate consultations with pharmacist and annual medication reviews on patient profiles.
Pharmacy Assistant /Clerk
Food Basics Pharmacy (Metro Inc.)
06.2021 - 09.2021
- Greeted customers and responded to questions with friendly, knowledgeable assistance.
- Answered telephones and provided information about order status, store hours and pharmacy procedures.
- Merchandised over-the-counter goods and rotated stock.
- Counted and labeled prescriptions with correct item and quantity.
Technical Support Representative
Gatestone & Co.
02.2020 - 06.2021
- Resolved issues with systems, hardware and service invoices quickly and accurately using CBS software .
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Answered calls from residential (using CICSO) and small business customers regarding accounts packages and billing
- Resolved system, hardware and telephone issues within 9 minutes per call , improving efficiency among all departments
- Activated accounts (files) for new clients
- Documented all transactions and support interactions in Servicenow system for future reference and addition to knowledge base
- Project work - Contacted targeted clients for exclusive offers based on data analysis of their needs and achieved target on regular basis.
Education
Post Graduate Diploma - Healthcare Administration And Service Management
Conestoga College
Waterloo02.2020
Bachelors of Pharmacy - Pharmacy
Parul Institute Of Pharmacy And Research
Gujarat, India06.2018
Skills
- Experience in communicating with different teams and support levels to assure resolution of issue at store level
- Educate pharmacy professionals regarding new processes and self-service options launched by Organization
- Familiar with Third party billing across different provinces and adjudication processes
- Expert in pharmacy software:- DELTA, HWNG, KROLL
- Proficient with Microsoft Office
- Great time management and multitasking skills, self-motivated , take initiatives toward problem solving
- Detail-oriented professional offering Coordination and Collaboration between other professionals within Circle of Care
Timeline
Specialist, Pharmacy Enhanced Support
Loblaw Companies Ltd.
02.2022 - 05.2023
Pharmacy Assistant
Shoppers Drug Mart
09.2021 - 02.2022
Pharmacy Assistant /Clerk
Food Basics Pharmacy (Metro Inc.)
06.2021 - 09.2021
Technical Support Representative
Gatestone & Co.
02.2020 - 06.2021
Post Graduate Diploma - Healthcare Administration And Service Management
Conestoga College
Bachelors of Pharmacy - Pharmacy
Parul Institute Of Pharmacy And Research
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