Caitlin Anzalone
Tempe,AZ
Summary
Experienced team manager in Pharmacy with a proven track record of leading high-performing teams, optimizing pharmacy operations, and ensuring compliance with regulatory standards. Skilled in staff development, workflow optimization, and delivering exceptional patient care. Adept at building collaborative relationships with healthcare providers and driving results in fast-paced environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Patient Support Manager
Phil
07.2023 - Current
- Manage the day-to-day operations, coordinated daily workflows for a 70-agent remote call center, overseeing 33 BPO agents, 5 team leads and optimizing performance to meet business objectives.
- Oversee the Patient Support training department, responsible for designing training materials, setting agendas, establishing quality assurance scorecards, metrics and producing performance reports and updates.
- Assisted in the decision-making process for the departmental budget, including recommending and implementing incentive programs that motivated the team and contributed to a 16% increase in productivity."
- Lead strategic initiatives to improve operational efficiency, resulting in measurable gains in KPIs, including spearheading daily call center operations, directed recruitment, training, and conflict resolution processes to maintain high staff performance.
- Ensure team adherence to call center objectives, performance standards, and policies. Led strategic initiatives that utilized data-driven solutions to improve team performance and patient care outcomes.
- Drive process optimization initiatives, identifying and eliminating inefficiencies to increase team productivity and profitability in patient support operations.
- Leverage advanced data analytics to generate actionable insights, guiding strategic decisions that enhanced team operations and elevated patient satisfaction.
Billing Manager
Amazon Pharmacy
08.2022 - 07.2023
- Led a team of billing specialists to achieve consistent accuracy and timeliness in claims submission, resulting in a 12% improvement in claim acceptance rates.
- Implemented a new billing software system that enhanced departmental efficiency, reduced processing times by 30%, and minimized human errors in claim submissions.
- Resolved billing discrepancies by effectively communicating with insurance companies and patients, reducing outstanding claims by 20% and improving customer satisfaction.
- Developed and delivered comprehensive training programs for new employees on billing procedures and software systems, ensuring team readiness and maintaining compliance standards.
- Conducted regular audits of billing records to ensure compliance with federal regulations and internal accuracy standards, identifying and resolving discrepancies proactively.
- Collaborated with the finance department to optimize billing and collections workflows, reducing accounts receivable aging by 25% and enhancing cash flow.
Billing Team Lead
Amazon Pharmacy
08.2020 - 08.2022
- Managed and trained a team of billing specialists to ensure exceptional accuracy and efficiency in processing high volumes of invoices, fostering a culture of accountability and continuous improvement.
- Developed and implemented standardized procedures to streamline the billing process, reducing processing errors by 20% and improving overall operational efficiency.
- Collaborated cross-functionally with departments such as finance, customer service, and operations to identify and resolve billing discrepancies, enhancing interdepartmental communication and workflow efficiency.
- Oversaw high-volume accounts and successfully resolved complex billing issues, demonstrating a keen ability to prioritize and address critical challenges in a professional and timely manner.
- Delivered exceptional customer service and support by addressing client billing inquiries and disputes with empathy and efficiency, resulting in a 25% increase in client satisfaction scores.
Operations Manager
Amazon Pharmacy
12.2018 - 08.2020
- Managed a complex automation system encompassing 30+ pieces of equipment and over 21,000 canisters, ensuring seamless operations and optimal production efficiency.
- Implemented lean manufacturing principles to streamline workflows, reduce waste, and improve production efficiency, resulting in a 15% increase in overall productivity.
- Designed and led comprehensive training programs for new employees, equipping them with the skills to operate advanced machinery while providing ongoing mentorship to maintain high performance standards.
- Collaborated with cross-functional teams, including engineering, quality assurance, and supply chain, to optimize production schedules, address operational challenges, and ensure on-time delivery of products.
- Leveraged data-driven decision-making by analyzing key performance indicators (KPIs), identifying trends, and implementing actionable strategies to improve production output by 10%.
Clinical Care Specialist
PillPack
07.2015 - 12.2018
- Partnered with peers, technicians, and pharmacists to prioritize and fulfill prescription orders, ensuring accurate and on-time delivery while adhering to strict HIPAA regulations to safeguard patient confidentiality and data security.
- Engaged in daily communication with prescribers to obtain prescription requests, verify insurance demographics, and ensure accurate medical coding, reducing processing delays and enhancing workflow efficiency.
- Created and maintained accurate customer profiles within Pharmacy OS, updating demographics, medical history, allergies, and medications to ensure precise record-keeping and support seamless patient care.
Education
High School -
Merrimack High School
Merrimack, New Hampshire01.2010
Skills
- Process Improvement
- Conflict Resolution
- Scheduling
- Zendesk
- Change Management
- Inclusive Leadership
- Adaptability
- Complex Problem Solving
- HIPAA compliance
Certification
- Arizona Board of Pharmacy
- Pharmacy Technician Certification Board
Timeline
Patient Support Manager
Phil
07.2023 - Current
Billing Manager
Amazon Pharmacy
08.2022 - 07.2023
Billing Team Lead
Amazon Pharmacy
08.2020 - 08.2022
Operations Manager
Amazon Pharmacy
12.2018 - 08.2020
Clinical Care Specialist
PillPack
07.2015 - 12.2018
High School -
Merrimack High School
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