As the Clinical Operations Director for CVS Health & Accordant Health Services, I have responsibility for all clinical teams (Compliance & Persistency Nursing Team, Rare Disease Management Team, Florida Hemophilia Team). I oversee all licensure processes, and I am the Information System/Clinical Operations liaison.Prior to assuming my current position in 2016, I served as the Manager of Clinical Operations for CVS Health’s Compliance & Persistency Nursing Team in Buffalo Grove, IL. Before that, I served as their Supervisor. I have been with CVS/Accordant since 2011. Prior to that, I worked for Abbott Laboratories as well as McKesson. Currently licensed as Registered Nurse, I graduated from Gateway Technical College with an Associate’s Degree in Nursing. I have 20 years experience as a registered nurse, 19 years experience in the field of telehealth/telephonic nursing, 17 years experience in Disease Management/Triage and 16 years experience as a servant leader.

Dedicated professional/registered nurse (RN) with extensive leadership experience in telecommunications, specialty pharmacy and call center operations as well as multiple diverse nursing roles, now designing, developing and implementing cutting edge compliance and persistency patient outreach programs for major pharmaceutical companies. Proven ability as a Call Center Supervisor in a Telephonic Triage/Disease Management environment. Developed strong assessment, quality assurance, customer service, training, supervisory and analytical/problem solving skills at McKesson Health Solutions and at various area hospitals while working as an agency RN. Strong focus on quality assurance and process improvement while at Pharmacy Solutions. Proven ability to effectively train/educate staff in a workplace setting. Demonstrates ability to organize and prioritize workload and deliver optimal results in a timely manner. Acquired extensive knowledge of the inner workings of specialty pharmacies while at Abbott Pharmacy Solutions. Reliable, ethical, highly adaptable professional with the ability to excel in challenging environments, facilitates groups and educational seminars, and collaborates on multidisciplinary teams. Proven ability to build positive relationships with patients, family members, physicians and other professionals.Specialties:Specialty Pharmacy, Disease Management, Medication/Therapy Adherence, Telephonic Nursing/ Call Center Nursing, Compliance & Persistency Nursing Program Development and Operation

Supervises Compliance & Persistency Nursing Call Center activities, including day to day staff education and management, quality assurance, productivity, database oversight, and accountability for persistency and compliance of patients being monitored. Ability to lead other professionals within a team environment. Effectively incorporates standards of care, procedures, and policies into daily work. Effective written and verbal communication skills. Ability to balance incoming and outgoing telephone calls while overseeing the department's multiple projects, priorities, daily operations.

Instrumental in the creation and successful implementation of Pharmacy Solution's Humira patient support program. Work closely with patients and their healthcare providers to achieve optimal health outcomes by offering superior care management solutions.

Accountable for the performance of up to 23 registered nurses in both telephone triage as well as disease management.