Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

STACY ANDERSON

Gambrills,MD

Summary

Highly motivated professional with experience providing exceptional customer service in a healthcare setting. Proven history of successfully managing patient accounts, resolving issues, and promoting patient satisfaction. Expert in utilizing interpersonal skills to build relationships and foster trust with patients. Exceptional ability to manage multiple tasks and adapt quickly to changing situations.

Experienced healthcare professional prepared for role, specializing in patient support and care coordination. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in patient advocacy, healthcare navigation, and effective communication. Reliable and compassionate, ensuring seamless patient experiences and optimal outcomes.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Special Appeals Unit (SAU) Patient Navigator

Optum Infusion Pharmacy
08.2024 - Current
  • Streamline communication between patients and healthcare providers for enhanced care coordination and timely treatment.
  • Train new employees on effective patient navigation techniques, ensuring continuity of care across the organization.
  • Manage a caseload of diverse patients with various health conditions, consistently meeting performance metrics for quality and timeliness of care.
  • Collaborate with insurance companies to clarify coverage and reduce financial burdens for patients.
  • Improve patient understanding of treatment plans with clear, compassionate communication.
  • Facilitate communication between patients and various departments and staff.
  • Offer simple, clear explanations to help clients and families understand appeal policies and procedures.

Patient Navigator

Optum Infusion Pharmacy
09.2021 - 08.2024
  • Serve as an advocate for patients navigating complex healthcare systems, helping them understand their rights and responsibilities throughout the process.
  • Provide support to patients and their families by providing education on insurance coverage, and other healthcare related topics.
  • Develop strong organizational skills while managing multiple tasks simultaneously.
  • Cultivate strong working relationships with internal teams such as nursing staff, pharmacists and administrators in order to ensure successful implementation of initiatives.
  • Actively listen to patient concerns and work collaboratively with multiple pharmacies, sales teams, and authorization teams to meet the needs of all patients.
  • Provide emotional support to patients during times of distress through active listening techniques.
  • Demonstrate excellent interpersonal communication skills in developing positive relationships with patients and their families.
  • Maintain knowledge of current trends within the field of Patient Navigation through continual professional development activities.
  • Utilize problem-solving abilities to ensure patient access to clinical services and resources.
  • Follow up with clients post discharge from hospitals or clinics via phone calls or emails ensuring continuity of care.
  • Gather pertinent information from patients regarding health history, medications, and insurance coverage for accurate record keeping.
  • Answer phone inquiries from patients regarding their healthcare needs.
  • Assist patients with insurance information and billing questions.
  • Explain policies, procedures, and services to patients using medical and administrative knowledge.
  • Coordinate communication between patients, family members, medical staff, administrative staff, or regulatory agencies.
  • Participate actively in team meetings by offering valuable insights on patient care.
  • Investigate and direct patient inquiries and complaints to appropriate medical staff members and followed up to ensure satisfactory resolution.
  • Read current literature, talk with colleagues and continue education to keep abreast of developments in field.
  • Demonstrate strong customer service skills while resolving complex issues with patients in a timely manner.
  • Maintain confidentiality of sensitive health information according to HIPAA regulations.
  • Perform data entry tasks into electronic databases for tracking purposes.
  • Coordinate with multi-disciplinary teams to ensure quality of care for each patient.
  • Provide education materials to help improve patient knowledge of chronic diseases.

Pharmacy Technician

Optum Infusion Pharmacy
10.2008 - 09.2021
  • Provided excellent customer service to patients, physicians, nurses and other healthcare professionals in a professional manner.
  • Input patient and prescription information to produce product labels and assist in prescription filling process.
  • Demonstrated knowledge of pharmaceutical terminology including generic and brand names and abbreviations.
  • Maintained patient confidentiality when handling records and sensitive data.
  • Performed administrative duties such as filing documents, answering phones, scheduling appointments, and handling customer inquiries.
  • Resolved customer complaints quickly and efficiently while maintaining good rapport with all customers.
  • Organized work flow in order to meet deadlines for timely completion of tasks.
  • Complied with state regulations to maintain safe, clean pharmacy.
  • Selected drug and quantity, delivering items to pharmacist for review and dispensing.
  • Resolved customer service issues promptly.
  • Organized medications for dispensing by prefilling prescriptions and calculating quantities.
  • Ensured accuracy in data entry into pharmacy computer system while verifying all information prior to dispensing medication.
  • Verified dosages and measured medications for prescriptions.
  • Trained other pharmacy technicians, abiding by state regulations for training and licensure.
  • Coordinated with prescriber or pharmacist to clarify issues or problems with dosing or instructions.
  • Reported prescription errors to pharmacist on duty.
  • Processed claims for third-party prescription services.
  • Triaged incoming phone calls, assisting callers or escalating therapeutic inquiries to pharmacists.
  • Calculated correct dosages based on age, weight, height of patient using metric system conversions when necessary.
  • Followed standard operating procedures for maintaining accurate and readily retrievable accountability records.
  • Handled doctor calls and medication deliveries in facilitation of prescription orders.
  • Monitored patient records to ensure compliance with health insurance plans and proper billing procedures.
  • Received written prescription and refilled requests and verified that information is complete and accurate.
  • Established and maintained patient profiles, included lists of medications taken by individual patients.
  • Established and maintained patient profiles.

Education

General Studies -

Anne Arundel Community College
Arnold, MD

Skills

  • Effective listening
  • Strong relationship-building abilities
  • Composed under pressure
  • Empathetic communication
  • Adaptability to change
  • Clear interpersonal communication
  • Effective task prioritization
  • Consistent reliability
  • Establishing trust and rapport

Effective communication with patients and families

  • Collaborative teamwork
  • Prioritization and scheduling expertise
  • Medical terminology
  • Medical recordkeeping

Certification

  • Nationally Certified Pharmacy Technician, PTCB, 2004


Timeline

Special Appeals Unit (SAU) Patient Navigator

Optum Infusion Pharmacy
08.2024 - Current

Patient Navigator

Optum Infusion Pharmacy
09.2021 - 08.2024

Pharmacy Technician

Optum Infusion Pharmacy
10.2008 - 09.2021

General Studies -

Anne Arundel Community College

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STACY ANDERSON