Heath Friedel

Experience

• 

  Walgreens

  Jul 2006 - Jul 2012

  • Securing patient retention; receiving inbound calls from patients, physician offices, pharmacies and insurance companies concerning various insurance issues.• Resolving third party rejections to ensure patients promptly receive medications and continues to utilize facility services.• Conduct training classes for new hire specialists to enhance customer service satisfaction • Assist the Pharmacist by using Intergrade Pro 3 to enter, type and fill prescriptions within Walgreens database• Dispense medications to patients following retail pharmacy protocol• Assist pharmacist with patient consultations and maintain drug inventory using AS400 system to include bin reconciliation.

  • Senior Resolution Specialist

    Jan 2009 - Jul 2012

  • Certified Pharmacy Technician

    Jul 2006 - Jan 2009
• 

  Walgreens Boots Alliance

  Jul 2012 - Apr 2016

  Pharmacist Team Lead

  • Supervise team of 40 specialists and/or Pharmacists or more• Provide various statistics to specialists including; quality/productivity metrics and conduct coaching’s in areas of improvement to lower facility cost and increase customer satisfaction• Coordinate and provide interdepartmental cross-training to select employees allowing for cost savings through additional hiring for department specific tasks.• Create monthly team newsletter to better develop communication, recognize employee accomplishments whilst improving morale and culture.• Supervise team of Process Advisors which consists of project management, scheduling, time management and professionalism training to improve various skill sets as well as developing these individuals into future company leaders. Show less

• 

  Magellan Health

  Apr 2016 - Jun 2018

  Mail Order Pharmacy Operations Supervisor

  • Responsible for leading team of Pharmacy Technicians, Pharmacists and Customer Care Associates. Maintain daily workflow, evaluate inefficiencies and provide solutions to meet and/or exceed service level agreements.• Analyze call metrics and conduct coaching to reduce department Average Handle Time by 40%, Average Speed of Answer by 30% and Abandonment Rate by 14% leading to a cost per Rx savings of 3 cents and improving customer satisfaction.• Interview, hire and conduct training of new employees. Create and implement succession planning.• Organize and lead meetings across multiple lines of business to improve internal communication, provide accurate, consistent information to technicians and contact center agents as well as execute strategies in areas of opportunity.• Research member or client escalations, communicate outcome and resolution to client services and account management teams. Establish corrective measures to prevent future incidents Show less

• 

  Kroger Specialty Pharmacy

  Jun 2018 - Mar 2021

  Patient Services Manager

  •Engaged and led team of Supervisors, Pharmacy Technicians and Patient Service Coordinators. Supervised daily operations and directly responsible for the morale and welfare of 30 team members.•Developed Adjudication Technician scorecards and error rate analysis tools currently utilized across multiple teams and facilities. Through implementation and monitoring, reduced data entry errors in the Lake Mary location by 9%. •Designed and executed leadership workshop for department supervisors to encourage and assist with their development in leadership, time management, motivating for excellence and building team member trust.•Constructed forecasting model for full time employee requirements adaptable towards any position or department workflow with high level of accuracy.•Created several telecom reports combining multiple data sets for ease of use and data analysis. One customized report currently utilized by telecom for URAC reporting and operations leadership daily synopsis.•Utilized call center, CMS and Excel experience to streamline agent skill set assignments presented in a viewer friendly format for department leaders. This ultimately led to a consolidation project resulting in a reduction of over 20 VDN’s. Show less

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  Equiscript, LLC

  Mar 2021 - Feb 2024

  • Defined and implemented Jira as driving force to streamlined management between the business and IT.• Direct relationship management and requirements defining for project and bug resolution between business entities and IT.• Lead management ensuring on-time delivery of all IT project and task-related needs to maintain business continuity.• Lead and mentor for a team of project managers and product owners.• Extensive experience in epic and story authoring driving stable IT development results.• Plan and execute project kick-off sessions. Coordinate project tasks with internal/external stakeholders through project completion. Reduced duration of new client implementation by 35%. Show less

  • Senior Project Manager & Product Owner

    Jan 2022 - Feb 2024

  • Director of Patient Enrollment and Telecommunications

    Jul 2021 - Dec 2021

  • Senior Manager of Client Success

    Mar 2021 - Jun 2021
• 

  Prime Therapeutics

  Aug 2023 - now

  Lead Business Analyst

  • Lead cross-functional teams to successfully execute complex projects within scope, budget, and timeline constraints.• Coordinate with IT teams to design and implement custom applications tailored to specific business needs, resulting in increased efficiency and effectiveness of workflows.• Increase team productivity through effective communication, collaboration, and resource management strategies.• Achieve timely delivery of critical projects through effective prioritization of tasks based on urgency, importance, dependencies, resources availability.• Collaborate closely with executive leadership to define project objectives, develop strategic roadmaps, allocate resources appropriately, and oversee execution efforts from inception to completion. Show less