Michelle Williams
Mississauga
Summary
An adaptable high-achiever and detail-oriented healthcare professional aiming to excel in the pharma/biotechnology industry, knowledgeable with 3+ years cross-functional experience in clinical research and pharmaceutical industry. Analysis-oriented professional with exemplary computer, judgement and critical thinking skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Patient Care Specialist
Specialty Health Network
03.2023 - Current
- Developed strong rapport with both internal team members and external partners such as referring physicians or other healthcare professionals involved in a patient''s care plan.
- Ensured compliance with HIPAA regulations by safeguarding confidential patient information at all times.
- Streamlined communication between patients, healthcare providers, and insurance companies for a seamless treatment experience.
- Conducts welcome calls to gather relevant information, introduces patients to the support program, and obtains patient consent as required.
- Informs the patient about all program offerings – for example case management support, reimbursement navigation, self-injection training, prescription coordination and ongoing compliance
- Acts as a patient advocate, exploring all options for funding of medications, determines coverage details and develops/maintains complete and accurate documentation required to facilitate a successful outcome of the reimbursement process
- Ensures coordination of program services to patients in an effective manner resulting in prompt and continued access to therapy; including self-injection training
- Works collaboratively with Program Management (PSP), other Patient Care Specialists, and Field Case Manager/Case Manager (program dependent) to address patients concerns or needs and escalations interrupting the patient journey
- Contact clients periodically to confirm adherence and coordinate delivery of medications (including date, time)
- Reports timely Adverse Events (AE) within KPI timelines
Program Coordinator
AmerisourceBergen
04.2022 - 11.2022
- Initiated pharmacy and prescription set up for patients, during the enrollment process as well as ongoing support for the time, ensuring the patient is enrolled in the HealthForward Program
- Acquired knowledge of funding mechanisms including private and public insurance
- Coordinated and managed all aspects required in order to sustain prescription drug coverage for patients according to the parameters of their private plan
- Coordinated cases/bridging with Patient Assistance Programs, pharmacy, physician offices and healthcare professionals in order to maximize health outcomes
- Coordinated documents, submissions and all related paperwork to Patient Assistance Programs, physician offices, and pharmacies; set-up patients within preferred pharmacy networks (PPNs) as per their private insurance criteria
- Supervised and provided patients with adherence/compliance services to ensure that the patient is taking their medication as prescribed and supporting the patient to overcome any potential adherence barrier
- Maintained professionalism in a call center environment with excellent communication skills and customer support
- Actively participated in weekly team meetings; performed tasks as assigned; documented minutes of meetings.
Pharmacy Technical Assistant
Express Scripts Canada Pharmacy
11.2021 - 01.2022
- Accurately entered and processed prescriptions on Kroll software and Microsoft Dynamics AX (Third Party Adjudication)
- Managed patient records on CRM Oracle
- Provided timely customer support by handling inbound calls; re-directed clinical queries to pharmacists
- Documentation of call activities in systems as per company protocols
- Participated in trainings and also trained new employees
- Initiated and processed prior authorizations for patients and submitted to third party insurers within designated timelines (Reimbursements).
Pharmacy Technical Assistant
Rx Connect Specialty Pharmacy
09.2020 - 10.2021
- Managed pharmacy records, reviewed and processed invoices or other documentation
- Timely reporting of adverse events to pharmacists and necessary clinical documentation
- Assisted pharmacists in audits by maintaining workflow quality as per company protocols and SOP
- Maintained specialty drug receiving records as per Health Canada regulatory standards
- Provided excellent patient service by resolving queries, scheduling deliveries and appointments for infusions
- Conducted welcome calls and assisted with patient enrollments in respective patient support programs; processed claims/billings on Kroll (infusions/biologics)
- Acted as the primary point of contact between third party insurers, patient assistance programs, patients and physicians
- Processed reimbursements by executing submissions of special authorizations as per the regulatory requirements of private/provincial specialty drug coverage ensuring patients have access to treatments
- Trained new employees in areas of operations and reimbursements.
Clinical Trials Assistant
IQVIA
09.2016 - 09.2017
- Accurately updated and maintained clinical systems (CTMS, SharePoint) within project timelines
- Performed administrative tasks to support team members with clinical trial execution as needed
- Acted as a central contact for the team for designated project communications, correspondence and associated documentation, minutes of meetings
- Prepared, handled, filed and archived clinical documentation and reports, prepared monthly newsletters; scheduled meetings; conducted review of study file periodically for completeness in order to be audit-ready
- Co-ordination of regulatory processes and compilation of regulatory filings, submissions for third party vendors and clinical sites
- Created Trial Master File (TMF), supported its maintenance throughout duration of study, assisted in file review and reconciliation process for archival and audits
- Assisted Regulatory & Start-Up team in preparing regulatory site documents (ISF, CTA) as per project requirements.
Education
Diploma - Pharmacy technician
Sheridan College
Brampton, ON03.2021
Bachelor of Science - Pharmacy
Narsee Monjee Institute of Management Studies
India08.2016
Skills
- Ability to multi-task
- Excellent communication skills
- Patient Assistance/Support Programs
- Hands on experience in CRM, MS Dynamics AX, CTMS, eTMF, Salesforce, Genesys, OMNI channel
- Detail oriented
- Drug reimbursement processes
- Problem solver
- Adept at learning new systems, databases
Certification
Advanced ICH GCP certification-Certified Clinical Research Programs (CCRPS)-01,2022
Accomplishments
- Achieved the following awards during entire tenure at IQVIA: (2016-2017)
- Bravo Award - Independently collected required information/documents within tight deadlines for a timely study initiation process
- Bravo Award - Successfully reconciled study files and completed the archival for a seamless study closing
- Appreciation Award - Supported RSU team in regulatory submissions within project timelines
Languages
Fluent in English
Timeline
Patient Care Specialist
Specialty Health Network
03.2023 - Current
Program Coordinator
AmerisourceBergen
04.2022 - 11.2022
Pharmacy Technical Assistant
Express Scripts Canada Pharmacy
11.2021 - 01.2022
Pharmacy Technical Assistant
Rx Connect Specialty Pharmacy
09.2020 - 10.2021
Clinical Trials Assistant
IQVIA
09.2016 - 09.2017
Diploma - Pharmacy technician
Sheridan College
Bachelor of Science - Pharmacy
Narsee Monjee Institute of Management Studies
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