Zulma Zamot
Bayamón
Summary
To obtain a position as a Customer Service Supervisor where I can use my expertise of 15+ years in the Pharmacy industry to contribute as well as to continue to grow within an organization.
Overview
17
17
years of professional experience
Work History
Patient Care Coordinator
Optum Specialty Pharmacy
09.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Associate Program Manager
United BioSource
01.2021 - 03.2022
- Managed program per the scope of work, program, and standard operating procedures within the contracted budget
- Managed day-to-day activities of the program operation, including supervision of staff
- Monitored program metrics to ensure adherence to program SLAs
- Resolved complex and/or escalated cases
- Professionally developed current employees and tracked their compliance to quality, service, and production standards
- Participated in team communication and collaboration during development and start-up, management, and close-out of assigned programs
- Translated decisions and discussions into documented workflow processes
- Assisted in developing program metrics
- Participated in client audits, as needed
- Assisted with improvement of program processes
- Gathered information on effectiveness of processes throughout the duration of programs
- Assisted with the analysis and writing of client reports and other deliverables such as the presentation of program information to internal and external stakeholders
- Managed escalated and unresolved issues that may require deviation from standard procedures or require extensive research for resolution.
Therigy Implementation Program Manager
Aetna Specialty Pharmacy
08.2017 - 08.2020
- Served as Subject Matter Expert & Liaison with vendor contract for data reporting development and analytics for the pharmacy
- Facilitated status calls to review reporting for any discrepancies and responsible for correcting data
- Reviewed error reports and updated any discrepancies within the report from various manufacturers & participating HUBS and resend with corrected information
- Developed Implementation Plans & Reviewed contracts for scripting assessments & reporting requirements to ensure feasibility for the various programs
- Facilitated meetings with manufacturers as needed through the implementation process
- Developed training material for the pharmacy when needed
- Developed & Reviewed reporting of assessments to identify areas of improvement opportunities.
Pharmacy Operations Supervisor
Aetna Specialty Pharmacy
08.2013 - 08.2017
- Managed day to day staffing requirements; hiring, performance feedback, attendance, phone queues to ensure departmental goals were achieved
- Implemented new manufacturing programs within the HUB to ensure contract obligations were met
- Responsible for problem solving, decision making, and use critical thinking to solve daily issues that could arise
- Ensured team adhered to all State/Federal/compliance requirements
- Collaborated with various departments to ensure reporting accuracy when scripting assessments for manufacturers
- Attended Quarterly Business Reviews and provided reporting/updates for the various manufacturers goals as well as attended yearly audits (Gilead, Actelion, & Celgene).
Clinical Service HUB Team Lead
Aetna Specialty Pharmacy
02.2012 - 08.2013
- Assisted Supervisor in daily responsibilities, escalated calls, and provided mentoring to staff
- Provided coaching and training to new team members
- Collaborated with Supervisor to develop workflow improvements for the overall team and department
- Required to attend quarterly business reviews and yearly audits for the various manufacturing programs within the HUB.
Clinical Service HUB PCC/Insurance Specialist
Aetna Specialty Pharmacy
06.2010 - 02.2012
- Received inbound/outbound calls about patients’ medications
- Set up new patient profiles, reviewed pharmacy/medical benefits to determine correct billing method
- Provided orientation to patients on member pharmacy benefits
- Adhered to strict turnaround times when working Tracleer & Letairis patients due to contract guidelines.
Tier 3 Special Handling Manufacturing Programs
06.2007 - 06.2010
- Collaborated with the Finance department to ensure accurate reporting was submitted to each drug manufacturer was met based on contractual requirements these were daily/weekly depending on the requirements
- Collaborated/maintained relationships with the pharmaceutical manufacturers to identify/create initiatives that drove cost effective care across both medical and pharmacy plans
- Served as liaison between the patient, provider offices, and pharma companies for specific programs to ensure medication approvals for the patient
- Collaborated in managing, recruiting, development, and cross training of staff for the various drug programs
- Adhered to all contractual requirements, state/federal and compliance guidelines based on the individual programs.
Education
Licensed Practical Nurse Associate Degree -
Tomas C Ongay School
Bayamon, PRHigh School Diploma -
Eastern District High School
Brooklyn, NYSkills
- Fully Bilingual English/Spanish
- Knowledgeable in Microsoft Programs
- Excellent communication and organizational skills
- Coaching and Mentoring
- Call Monitoring
- Quality Assurance
Personal Information
Title: Program Manager
Timeline
Patient Care Coordinator
Optum Specialty Pharmacy
09.2023 - Current
Associate Program Manager
United BioSource
01.2021 - 03.2022
Therigy Implementation Program Manager
Aetna Specialty Pharmacy
08.2017 - 08.2020
Pharmacy Operations Supervisor
Aetna Specialty Pharmacy
08.2013 - 08.2017
Clinical Service HUB Team Lead
Aetna Specialty Pharmacy
02.2012 - 08.2013
Clinical Service HUB PCC/Insurance Specialist
Aetna Specialty Pharmacy
06.2010 - 02.2012
Tier 3 Special Handling Manufacturing Programs
06.2007 - 06.2010
Licensed Practical Nurse Associate Degree -
Tomas C Ongay School
High School Diploma -
Eastern District High School
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