Jacqueline Gorrie

• Ensured accurate and timely quality control of prescription filling and packaging processes to support safe and compliant medication delivery.

• Verified Patient Enrollment Forms (PEFs) and prescriptions for completeness, accuracy, and compliance with documentation standards.

• Maintained adherence to all local, state, and federal regulations, as well as internal SOPs governing prescription dispensing and pharmacy operations.

• Performed in-process inspections and documented quality control activities in accordance with established procedures and regulatory requirements.

• Communicated inventory needs to ensure adequate medication supply and uninterrupted order fulfillment.

• Served as a quality control resource for issue identification, escalation, resolution, and continuous process improvement initiatives.

• Conducted root cause analysis and supported corrective and preventive actions (CAPA) to improve accuracy, efficiency, and operational performance.

• Monitored quality metrics and reported trends, risks, and performance issues to leadership.

• Collaborated with cross-functional teams to identify opportunities for workflow improvement and enhance overall quality outcomes.

• Supported quality improvement initiatives to strengthen operational consistency and service delivery.

• Ensured strict compliance with SOPs, corporate policies, and confidentiality requirements for handling sensitive data.

• Completed required training on time and maintained compliance with corporate policies and procedures.

• Assisted with additional duties and special projects as assigned to support pharmacy quality operations.

• Processed new prescription orders and refill requests in accordance with pharmacy procedures and pharmacist direction.

• Documented verbal refill authorizations from medical providers and their representatives, ensuring accurate recording of medication details, quantities, and authorization information.

• Entered and maintained accurate patient, prescription, and medication data within the pharmacy management system.

• Prepared, typed, and affixed prescription labels with accuracy and attention to regulatory compliance.

• Filed and organized prescription records and related documentation per pharmacy protocols.

• Coordinated prescription mailing and delivery processes to ensure timely fulfillment of patient medications.

• Contacted patients as needed regarding prescription status, refills, and pharmacy-related inquiries, providing professional customer service.

• Maintained strict confidentiality of patient information in compliance with HIPAA regulations and organizational policies.

• Collaborated with pharmacists and team members to support workflow efficiency and participate in process improvement initiatives.

• Directed daily office operations and supervised staff, providing coaching, performance evaluations, and ongoing development to support organizational goals.

• Monitored operational metrics, productivity reports, and budget performance to drive efficiency and support informed decision-making.

• Managed office budgets, payroll processing, invoicing, and financial reporting in collaboration with company leadership.

• Recruited, interviewed, onboarded, trained, and evaluated employees, fostering a productive and high-performing work environment.

• Developed and maintained staff schedules to ensure adequate coverage and achievement of service and operational objectives.

• Oversaw procurement activities, including purchasing office supplies and equipment, managing purchase orders, and maintaining vendor relationships.

• Ensured compliance with company policies, standard operating procedures, and organizational standards through regular audits and process reviews.

• Conducted payroll, invoicing, and administrative audits to maintain accurate records and support regulatory compliance.

• Prepared reports, presentations, spreadsheets, and other business documentation to support executive leadership and departmental operations.

• Coordinated meetings, managed conference room scheduling, and provided administrative support to executives and management teams.

• Led team meetings and communicated policy updates, procedural changes, and organizational initiatives to promote operational consistency.

• Resolved customer concerns and internal operational issues promptly and professionally, maintaining strong client and employee relationships.

• Implemented process improvements and streamlined office procedures to enhance workflow efficiency and overall business performance.

• Served as the primary point of contact for office technology, equipment management, vendor coordination, and end-user support.

• Reviewed, redacted, and audited legal and guardianship-related documents to ensure accuracy, confidentiality, and compliance with legal requirements.

Maintained accurate financial records by recording daily business transactions, including revenue, expenses, and other accounting activities.

• Managed front-office operations, including answering multi-line phone systems, scheduling appointments, maintaining records, and providing administrative support to management and vendors.

• Delivered exceptional customer service by resolving inquiries, addressing concerns, and building strong client relationships that contributed to customer retention and satisfaction.

• Coordinated and dispatched emergency and non-emergency HVAC service calls, ensuring efficient scheduling and timely response to customer needs.

• Assisted with payroll administration by maintaining employee records, processing personnel changes, updating benefits information, and supporting employee scheduling.

• Trained and onboarded new employees on company systems, office procedures, and dispatch operations to ensure operational efficiency.

• Maintained effective communication with customers, vendors, technicians, and management to support daily operations and service delivery.

• Supported workforce scheduling and task coordination to optimize productivity and meet operational demands.

• Conducted payroll, invoicing, and administrative audits to ensure accuracy, compliance, and proper documentation.

• Utilized Microsoft Office 365 applications, including Word, Excel, Outlook, and SharePoint, to manage documentation, reporting, scheduling, and business correspondence.

• Fostered a collaborative and positive work environment through teamwork, professionalism, and strong interpersonal communication skills.

• Managed daily operations and coordination of Individual and Family Plan (IFP) Risk Adjustment Data Validation (RADV) audits, ensuring compliance with CMS regulations and audit protocols.

• Supported Supplemental Diagnosis and Risk Adjustment programs through accurate diagnosis abstraction, medical record review, and coding validation.

• Applied expert knowledge of ICD coding guidelines, Coding Clinic guidance, CMS regulations, HHS Risk Adjustment methodology, and EDGE Server business rules.

• Collaborated with internal stakeholders, external partners, and auditors to execute compliant and efficient risk adjustment initiatives.

• Identified operational risks, compliance gaps, and process improvement opportunities, providing timely recommendations to leadership.

• Monitored program performance and reported productivity, audit status, key metrics, and risks to management.

• Developed and implemented policies, procedures, and workflows to improve operational efficiency and regulatory compliance.

• Partnered with Quality Management and cross-functional teams to prioritize projects, meet deadlines, and support Continuous Quality Improvement (CQI) initiatives.

• Maintained current knowledge of federal regulations, coding requirements, and CMS audit standards to ensure ongoing program compliance.

• Facilitated successful external audits by coordinating documentation, responding to auditor requests, and ensuring adherence to CMS standards.

• Utilized Microsoft Excel, Word, and Outlook to support reporting, data analysis, documentation, and communication activities.

• Ensured HIPAA compliance and safeguarded Protected Health Information (PHI) in all physical and electronic environments.

• Demonstrated strong written and verbal communication skills while managing multiple priorities and working independently in a deadline-driven environment.

• Responsible for the update, maintenance, auditing, and operation of third party prescription plan contracts, including entering plans into pharmacy system and reviewing all information to meet current NCPDP HIPAA standard.
• Responsible for resolving problems and questions regarding third party prescriptions plans from stores, claims processors, Walgreens Direct Bill contracts and other applicable parties. Identifies and recommends best practices solutions to recurring issues.
• Enters plan specifications into the appropriate systems using payer sheets, ensuring compliance with plan provisions, Walgreens Direct Bill contracts, coordination of benefits, corporate guidelines, and Federal, state, and /or local regulations.
• Develops test data for NCPDP compliance to the current HIPAA standard and conducts on-line tests to ensure appropriate claims processing and reimbursement. Identifies and implements corrective actions for test results that are not compliant with the plan specifications.
• Collaborates with third party payer and Walgreens Direct Bill contracts and appropriate Walgreens team members to ensure operational performance and compliance with the responsible third party contractor.
• Analyzes and recommends corrective actions to system discrepancies, prescription and reimbursement data, vendor changes, clams processors, ect. Experience with query databases to pull claims data.
• Maintains up-to-date knowledge about State Medicaid agencies by monitoring and reporting on bulletins and updates to claims processing and assigned web portals.
• Responsible for the update, maintenance, auditing, and operations of prescriber information, including updating and entering prescriber information into the pharmacy system and investigating any necessary information.
• Responsible for resolving questions regarding prescriber information from stores, processors, and other applicable parties. Identifies and recommends best practices.
• Utilizes skills in Excel, PowerPoint, and the ability to query databases in order to assist analysts in the creation of presentations and training for store staff and supervision.
• Assists other Walgreens departments with audits, both fiscal and operational, to ensure all appropriate data is made available to accurately complete internal and external plan audits.
• May respond to federal and state issued subpoenas and coordinate access to internal corporate applications. May also perform various administrative functions, when necessary, such as scheduling meetings, coordination group events ect.
• Acts as a liaison and partners with Provider Enrollment, Accounting, Contracting, Medicare B Operations, and Third Party Audit teams for store team members and field leadership support.