Donna Wright Email & Phone Number

Remote

As a member of the Quality Improvement/Compliance team with SelectRx, my new role as of 2022 is Compliance and Audit Specialist. I conduct audits for third party payors, regulatory organizations, legal requests and root cause development. The main goal of my new position is to help identify potential risk, coach, and educate pharmacy teams on proper operating procedures. These responsibilities are directed at reducing the pharmacy's overall risk exposure from third-party audits and local, state, and federal govermental agencies such as CMS, DEA, and state boards of pharmacy. My credentialing duties on this team, are set to support state and professional license tracking and application /renewal requirements. Previously in my role as Account Manager with Simple Meds, I was an active member of the leadership team. Partnered with individuals and healthcare companies to effectively provide Simple Meds pharmacy services. Established and maintained relationships through effective communication. Advised and trained organizations on working with Simple Meds. Organized and led participation in exhibit opportunities, including industry conferences, expo's, and health fairs. Office support functions include tracking enrollments, providing reports to management, and mentoring associates on customer service techniques through classroom room training and role playing. During Covid, I used my pharmacy technician background and filled in when needed to enter prescriptions and dispense medications in the pharmacy department. I also contacted our customers every month to discuss any changes or requests for their next shipment of compliance packaged medications.

Indianapolis, In

Territory included QS/1 customers in Indiana, Illinois, Ohio and Kentucky. Responsibilities included maintaining post-sales contact with customers in order to facilitate a positive and productive long term relationship. Provided ongoing training and support. Training provided via web connection, onsite and in regional QS/1 office. Frequent travel and communication with customers regarding their account. Focus efforts on training, product feedback, enhancements, upgrades, and development surrounding pharmacy software in both retail and institutional settings, including hospital and long-term care pharmacies.

Indianapolis, In

Territory included PointClickCare customers in Indiana, Michigan and Kentucky. Drove sales to meet the plan objectives for the account based territory and corporate growth. Grew with a customer-focused team of business development reps to meet the objectives of our strategic market plan and increase sales at existing accounts. Liaison and primary contact/escalator for all customer related issues or concerns. Tracked progress on ongoing implementation projects. Provided support on cases/tickets that were not resolved to the customers satisfaction. Developed action plans. Exchanged valuable information about training and demo opportunities as well as new products and services. Created strong reference sites. Attended conferences and tradeshows to position products and services to existing/potential customers.

Remote - Indianapolis

Account management duties included following up with all nursing facilities post go-live including trouble-shooting issues and concerns, addressing tickets, and escalating enhancement requests. Tracked customer success and satisfaction with the EMR product by communicating regularly through email, phone and post implementation onsite visits. Responsbile for communicating recent enhancements/upgrades to the software application to current customers. Worked in collaboration with Sales Executive to conduct demonstrations of software and offer advise to maximize the customers experience with implementing the product. Project mangement duties included assisting customer by defining scope of project and creating overall project plan and timeline for key deliverables for EMR implementation at nursing home facilities. Coordinated software content prior to an implementation with the developers and data specialists. Analyzed data and reports as part of quality assurance. Created onsite schedule and responsibilities of project team to ensure all tasks are completed. Participated in internal focus groups regarding continuous improvement in areas including but not limited to; training materials, project lifecycle, and future releases. Created quick reference guides and training materials to meet the needs of the customer. Training and implementation duties included planning and conducting onsite training for end users and super users.

Remote - Indianapolis

Managed field staff that included nurses, pharmacists and pharmacy technicians. Coordinated customer requests based on urgency and employee availability. Daily contact with staff at long-term care facilities including Administrators; Director of Nursing; Admissions; Staff Development Coordinator; Physicians; and Families. Documented clients' needs and concerns accurately and thoroughly and assigning appropriate resources. Developed action plans in conjunction with the servicing pharmacy to resolve customer issues. Planned and participated in educational programs at customer sites including inservices, health fair's, dinner programs, and family nights. Played a lead role in consolidation of two pharmacies in the Indianapolis market due to acquisition.

Territory - Indiana, Michigan And Ohio (Remote - Indianapolis)

Mangaged local and national long-term care accounts in assigned territory. Built long-term business partnership with each assigned customer ensuring that their issues are addressed and resolved in a timely and professional manner both in the field and remotely via phone. Created and maintained action plans to ensure rapid resolution. Worked with various internal groups to deepen business relations with customers by conducting regular business reviews, cost containment analysis and other programs. Responsible for customer retention, references and performance measurement of the organization and our services through regular surveys. Managed expectations and commitments of management and team members servicing my customers. Maintained customer data and customer interactions in CRM database.

Indianapolis

A key member of the Customer Service/Support department. Managed on-going client relationships by coordinating and leading internal resources from within Implementation, Clinical, Editorial, and Marketing departments. Analyzed data. Direct contact with strategic accounts to ensure complete customer satisfaction. Built, nurtured and maximized revenue capabilities of customers to contribute to the long-term success of First DataBank. Exposure and contact with executive-level decision makers within our customer and prospect base. Traveled to customer sites and industry tradeshows to represent our products and services.

Fort Myers, Fl

Cultivated relationships with customer base in the research and advisory industry and uncovered new customer needs. Conducted web based training on Gartner services. Identified problems and worked closely with sales manager to regain confidence and develop win-win solutions. Pioneered best practices for 15 support positions. Initiated and created weekly teleconferences with customers. Tracked the implementation of Gartner services and satisfaction of new and existing clients through customer surveys and referral requests.

Jupiter, Fl

Analyzed current business processes for more efficiency while moving from one business system to another. Apprised senior management of findings through regular reporting and escalation. Worked closely with other business analysts regarding integration of entire suite of software package to meet the needs of the organization. Instituted new department policy and procedures to utilize resources. Analyzed and documented current business processes using process-mapping tools. Wrote training manuals. Trained end-users on system. Traveled to GE sites throughout the US and Europe to implement new business system.

Certification, Heathcare Administration/Human Services Technology

Diploma