Misty Willard

Experience

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  CVS Pharmacy

  Jan 2001 - Jan 2002

  Pharmacist
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  Omnicare

  Jul 2002 - Nov 2014

  Pharmacist-In-Charge, Compliance Manager, Pharmacist

  Pharmacist-In-Charge & Compliance Department ManagerI was promoted to oversee high-volume operations for a pharmacy that primarily serves nursing homes in Ohio. Along with daily operations, I oversaw inventory management, inspections, and reporting to the DEA and State Board of Pharmacy.𝗦𝗲𝗹𝗲𝗰𝘁 𝗥𝗲𝘀𝘂𝗹𝘁𝘀:✓ COMPLIANCE POLICY-MAKING: I created and served on 4 committees to ensure compliance with state and federal laws for Omnicare’s 7 regional pharmacies.✓ HIGH-VOLUME OPERATIONS: I supervised the Compliance department of a pharmacy that filled 18K+ controlled substance prescriptions monthly.Clinical Department LeadI provided therapy recommendations to clients, monitored and improved quality and performance, and educated staff on new drug therapies.𝗦𝗲𝗹𝗲𝗰𝘁 𝗥𝗲𝘀𝘂𝗹𝘁𝘀:✓ CLINICAL LEADERSHIP: I provided 80-100 insurance-coverage based therapy recommendations daily by working with stakeholders for Medicare Part D coverage and reimbursement of pharmacy claims.✓ EDUCATION: I created educational materials on new drug therapies to ensure employees are up-to-date on latest products and research. ✓ QUALITY ASSURANCE: I led the quality control committee to implement new processes for monitoring medications with strict dispensing parameters. Show less

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  CVS Health

  Nov 2014 - Jun 2015

  Manager, CD&A and Enrollment Quality Assurance Manager

  I was selected to oversee quality standards for Enrollment and CD&A operations pertaining to monitoring and performance including risk assessment and adherence to Chapters 3 and 18 of the Medicare Part D prescription drug manual. I managed a team of quality assurance technicians.𝗦𝗲𝗹𝗲𝗰𝘁 𝗥𝗲𝘀𝘂𝗹𝘁𝘀:✓ ENROLLMENT SUCCESS: I delivered successful oversight of a Medicare enrollment period and helped to maintain the company’s star rating for Medicare Part D plans.✓ HIGH QUALITY STANDARDS: With my team of QA technicians, we oversaw enrollment and coverage determination operations ensuring that they meet quality standards.✓ AUDITS: I led successful CMS program audits, enabling business continuity. Show less

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  Elixir

  Jun 2015 - Feb 2024

  Director, Specialty Pharmacy Operations

  I was hired to scale operations for Elixir’s in-house specialty pharmacy. I developed and executed process improvement initiatives, implemented KPIs and performance monitoring, and built a motivated team including supervisors overseeing call center, clinical, manufacturer programs, operations, and benefits. In addition to managing my team and overseeing day-to-day operations, I also participate in Clinical, Quality Assurance, and Accreditation committees.𝗔𝘄𝗮𝗿𝗱𝘀: Led Elixir Specialty Pharmacy to receive the “Most Improved Pharmacy” award in 2019 from parent company Elixir PBM for significant improvements in customer satisfaction, quality, and business performance.𝗦𝗲𝗹𝗲𝗰𝘁 𝗥𝗲𝘀𝘂𝗹𝘁𝘀:✓ SCALING OPERATIONS: I scaled operations and grew my team by over 200%, leading to over 100% volume growth and almost 300% revenue increase.✓ BUSINESS DEVELOPMENT: I built the Limited Distribution Drug (LDD) business from scratch by developing the operational infrastructure and building relationships.✓ OPERATIONAL ENHANCEMENTS: I implemented new technology including the CitusHealth app and ParcelShield solution to enhance communication with patients and optimize delivery and tracking of packages.✓ THOUGHT LEADERSHIP: I served as panelist at the 2021 MHA roundtable titled “Unlocking the Power of Digital Health to Improve Patient Satisfaction and Outcomes” and co-authored the corresponding case study: https://go.citushealth.com/elixir-specialty-pharmacy.html✓ CUSTOMER SATISFACTION: I achieved a NPS score 8% higher than the industry average by focusing on training, KPIs development, and performance monitoring.✓ TALENT DEVELOPMENT & RETENTION: I upskilled talent by enabling call center staff to obtain pharmacy technician certifications and pharmacists to obtain specialty certifications. By doing so, I achieved a very low voluntary turnover rate for my entire team. Show less

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  Birdi

  Feb 2024 - now

  Sr. Director, Specialty Pharmacy Operations