Lauren Middleton

• Assisted principal investigator and other health professionals in troubleshooting various problems related to the management of the clinical study. Assisted in all aspects of the data collection process.
• Performed technical procedures on clinical subjects under the direction of the principal investigator or his/her designee.
• Assisted with recruitment of patients for the clinical study including tracking the sources of patient referrals. Follow-up with sources of patient referrals including referring doctors, various Medical Center labs, and other sources.
• Maintained appropriate patient records as necessary. This includes charting the condition of the patient and determining their continued eligibility in the study.
• Obtained and interprets pertinent data from medical records as needed to understand past and present condition of the patients.
• Performed day-to-day administrative and clerical duties such as designing brochures, stationary and data forms. Creates reports and graphs pertinent to the study including presentation of the results of the study.
• Supervised other personnel including volunteers as assigned.
• Assisted in development of suitable codes and data collection forms for computerization.
• Consulted and cooperates with all faculty, coordination centers, sponsors, and health professionals involved in the clinical study.
• Performed other related duties incidental to the work described herein.
• Expanded skillset through Phlebotomy classes sponsored by ASPT

• Collected financial and demographic information from patients seeking assistance for oral chemotherapy or related medications
• Searched for funding to cover patient copays on oral chemotherapy based on diagnosis, drug, insurance, and income
• Assisted with and monitored patient applications for manufacturer programs
• Pre-screened patient’s income for available assistance
• Communicated possible therapy delays to providers while applying for assistance
• Communicated other possible treatment options when assistance was unavailable to patients
• Noticed providers when assistance was unavailable for a specific diagnosis or drug
• Developed the standard workflow and improvements of recent processes

• Answered telephone calls, took messages, re-directed calls and assisted callers with questions or concerns
• Scanned patients' paperwork to patient chart and assisted with batch scan filing
• Verified insurance, completed pre-authorizations, and pre-certification of procedures
• Established and maintained working relationships with patients, employees and public
• Sorted documents received via facsimile and distributed incoming postal mail
• Contacted hospitals to confirm patients medical histories and prevent inaccurate diagnoses and treatments
• Organized patient files and streamlined operations to improve efficiency
• Organized and maintained patient chart filing system to promote quick data finding for staff
• Carried out front office duties utilizing data entry skills in framework of medical database
• Re-organized the patient compliance management queues to ensure patients were being contacted for refills in a scheduled, timely manner
• Introduced improvements for operational staff to streamline a safer and more efficient hazardous drug handling process
• Enrolled in and completed leadership modules to better train others in any new processes
• Created and helped improve relationships with satellite clinical staff to ensure seamless care for patients
• Accurately completed insurance, Medicaid billing, and OASIS documentation for patient visits
• Received, recorded and addressed incoming and outgoing communication via telephone and email
• Assisted in launching a new EMR system

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• Set up and modified patient profiles in WIllow Ambulatory to include current information such as medications and insurance details
• Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient
• Stocked, labeled and inventoried medication to keep accurate records
• Completed paperwork, entering prescription and insurance or billing information into patient profiles
• Answered incoming phone calls and addressed questions from customers and healthcare providers
• Performed diversified functions with minimal oversight, including inventory counting, OTC inventory, and return to stocks
• Collected co-payments or full payments from customers
• Counted, measured, and compounded medications following standard procedures
• Communicated directly with doctors offices via telephone, fax and email to verify correct patient, prescription information and obtain refill authorization
  
• Maintained proper drug storage procedures, registries, and records for controlled drugs
• Maintained drug inventory levels by ordering necessary medications and supplies

• Worked on a Pharmacy Redesign Team to improve the efficiency of the system as well as the team
• Entered details such as payments, account information and call logs into the computer system
• Copied, logged and scanned supporting documentation
• Responded to customer requests via telephone and email
• Assisted the pharmacist with filling prescriptions for 150+ customers daily
• Counted, measured, compounded and dispensed medications following standard procedures
• Resolved non-routine issues like third-party billing, computer system and customer service issues
• Communicated with prescriber to verify medication dosages, refill authorizations and patient
• Restocked automated medication dispensing equipment
• Inspected drug storage sites, monitored drug supply expiration dates and ensured proper supply levels
• Regularly stocked shelves, rotated stock and checked for expired
• Troubleshoot mechanical issues with Kirby Lester machines and other filling devices

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
• Provided information regarding charge accounts and loyalty programs
• Developed community reputation through commitment to customer satisfaction and strong client relationships
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
• Cross-trained and backed up other customer service managers
• Trained staff on operating procedures and company services
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply

• Answered customer phone calls
• Received and filled prescriptions, verified insurance, customer information, and ICD10 codes
• Calculated and collected customer co-pays
• Organized orders, identified ICD-10 codes, practiced and understood medical terms used on orders
• Accurately entered, patient information and prescriptions into electronic system
• Communicated with various doctor's offices in order to provide a high level of service and accuracy to all customers
• Ordered and took inventory, kept work area clean and safe
• Assured all orders are filled and accurate
• Interacted and communicated with all customers in a professional manner, showing empathy and kindness