MICHELLE MADRIL
General Medicine Telehealth
Phoenix
1
Language
1
Certification
17
years of professional experience
Healthcare operations professional with 15+ years of experience across patient care coordination, pharmacy operations, medical billing, team leadership, workflow management, and service-level performance. Progressive leadership experience overseeing daily operations, staff performance, workflow, productivity, quality, managing time-sensitive workflows, resolving escalations, and supporting process improvements. Experienced in healthcare billing and claims, patient communication, HIPAA-sensitive information, pharmacy operations, and cross-functional collaboration. Recognized for maintaining accuracy, clear communication, strong organization, operational efficiency, and a positive patient and team experience in fast-paced healthcare environments.
Work History
Patient Care Coordinator
9 Months- Coordinate patient care and support throughout the telehealth process, ensuring timely and accurate assistance from initial request through follow-up.
- Communicate with patients, providers, and internal teams to coordinate appointments, services, follow-up needs, and next steps.
- Manage multiple patient requests simultaneously while prioritizing time-sensitive needs and maintaining established service-level expectations.
- Review and document patient information accurately while maintaining confidentiality and following established healthcare processes and procedures.
- Identify and resolve patient concerns, escalating issues to appropriate teams when necessary to support timely resolution.
- Collaborate cross-functionally to address barriers to care, improve workflows, and support a seamless patient experience.
- Maintain consistent communication with patients and internal stakeholders to provide updates, clarify next steps, and ensure requests are resolved efficiently.
- Remote
Pharmacy Operations Manager II
5 Months- Led a team of pharmacy technicians within the billing function, overseeing daily operations, productivity, quality, performance, workflow, and SLA adherence.
- Managed team priorities and workflow while providing coaching, guidance, and performance support to achieve operational goals.
- Monitored team and workflow metrics to identify trends, performance gaps, and opportunities for operational improvement.
- Partnered with cross-functional teams and internal and external business partners to resolve operational issues and improve processes.
- Served as a key point of contact for stakeholders, communicating workflow changes, performance expectations, operational priorities, and business updates.
- Communicated process changes to leadership and frontline teams to support alignment and consistent execution.
- Supported new initiatives and process changes by coordinating with stakeholders, communicating expectations, and helping ensure successful implementation.
- Addressed operational escalations and supported teams in maintaining quality, accuracy, productivity, and service-level expectations.
Pharmacy Operations Manager
1 Year 5 Months- Processed and reviewed prescription billing activities, supporting accurate and timely claim submission and resolution of billing issues.
- Reviewed insurance and prescription information to identify discrepancies and support successful claim processing.
- Monitored task queues and prioritized work to meet established service-level agreements and productivity expectations.
- Provided daily leadership, guidance, and performance support to pharmacy technicians while transitioning to the billing function.
- Monitored team metrics and productivity while ensuring quality, workflow, and SLA expectations were maintained.
- Identified and resolved billing-related issues while maintaining accuracy, quality, and compliance with established processes.
- Collaborated with internal teams to troubleshoot escalations and remove barriers within the prescription billing workflow.
- Supported efficient progression of prescriptions through the billing process while balancing accuracy, productivity, and service expectations.
Prescription Acquisition Team Lead
2 Years 6 Months- Led a team of pharmacy operations associates, providing daily guidance, coaching, support, and performance oversight.
- Monitored key performance metrics and productivity to identify trends, address performance gaps, and support team goals.
- Tracked and managed service-level agreements to ensure work was completed accurately and within required timeframes.
- Coordinated daily workflow and task assignments to maintain productivity, quality, and operational efficiency.
- Supported team members with process questions, escalations, and performance-related issues.
- Helped maintain a positive and collaborative team environment while balancing productivity, quality, and service expectations.
Senior Certified Pharmacy Technician (CPhT)
4 Months- Certified pharmacy technician supporting Amazon Pharmacy’s prescription acquisition operations.
Certified Pharmacy Technician
10 Years 5 Months- Processed prescriptions accurately within pharmacy systems while supporting timely patient service.
- Communicated with patients, physicians, clinics, and other pharmacies regarding prescription needs and information.
- Provided direct customer service and support to patients.
- Maintained inventory of medications and pharmacy supplies.
- Supported daily pharmacy operations while maintaining accuracy and attention to detail.
Pharmacy Technician
1 Year 7 Months- Prepared, labeled, and packaged medications for shipment while maintaining accuracy and established pharmacy procedures.
Education
Pharmacy Technician Certificate
Completed comprehensive training in medication preparation and dispensing, prescription processing, pharmacy operations, dosage calculations, medication safety, inventory management, and pharmacy law and regulations.
High School Diploma
Skills
Healthcare Operations Management
Virtual & In-Person Team Leadership
Medical & Pharmacy Operations
Problem-solving
Workflow & Process Improvement
Staff Coaching & Performance Support
Productivity & KPI Monitoring
Service Level Agreement Management
Healthcare Billing & Claims
Patient Care Coordination
Patient Experience & Issue Resolution
HIPAA & Healthcare Compliance
Quality & Accuracy
Staff Training & Development
Accomplishments
Partnered with Project Management and Technology teams to support the launch of automated prior authorization workflows, participating in testing, identifying operational issues, and providing frontline feedback to improve implementation.
Certification
Pharmacy Technician Certification Board (PTCB) - Certification valid through October 2028, Arizona State Board of Pharmacy - Registration valid through October 2026, Certified Pharmacy Technician (CPhT)
Languages
Spanish
Native or Bilingual
Timeline
Patient Care Coordinator
General Medicine Telehealth
01.2026 - CurrentRead More
Pharmacy Operations Manager II
Amazon Pharmacy
12.2024 - 05.2025Read More
Pharmacy Operations Manager
Amazon Pharmacy
07.2023 - 12.2024Read More
Prescription Acquisition Team Lead
Amazon Pharmacy
01.2021 - 07.2023Read More
Senior Certified Pharmacy Technician (CPhT)
Adecco
09.2020 - 01.2021Read More
Pharmacy Technician
DLH Solutions, Inc.
10.2014 - 05.2016Read More
Certified Pharmacy Technician
CVS Health Retail
04.2010 - 09.2020Read More
Rio Rico High School
High School Diploma
Read More
Pima Medical Institute
Pharmacy Technician Certificate
Read More