Sandra Rivera Email & Phone Number

• Manage all patient and provider satisfaction survey activities for Shields partner sites• Work collaboratively with the third-party company that deploys patient and provider surveys on behalf of all Shields Health Solutions partner sites• Work collaboratively with teams such as Accreditation and Payor Contract to ensure compliance of survey materials along with potential new partner sites• Communicate with new potential partners to inform them of the survey process and orient new partners to the survey process• Analyze, summarize, and process computer data from excel to generate reports or presentations for all materials related to the survey process• Communicate aggregated data with external and internal partner site leadership to customize the survey process, and adhere to deadlines involved• Analyze survey results to calculate metrics relevant to internal and external stakeholders• Adhere to operational survey goals and work with regional sites to achieve them• Participate in internal or external committees to promote survey participation and satisfaction score improvement across all sites

• Lead the process to prepare all initial and follow-up patient and provider satisfaction surveys via mail or email• Work collaboratively with specialty pharmacy management and third-party company to optimize and operationalize the survey process • Analyze, summarize, and prepare patient and provider satisfaction survey data into reports via but not limited to Excel and PowerPoint• Present aggregated survey data through PowerPoint presentations at monthly QMC (Quality Management Committee) Meetings • Identify trends in survey data and implement action plans for quality improvement in collaboration with specialty pharmacy clinical and operational management • Investigate and resolve all reported patient and provider complaints via “LicenseTrak” software• Ensure that the reporting, documentation, and resolution of complaints are in compliance with accreditation standards including meeting deadlines• Multitask between various duties such as but not limited to inbound/outbound calls of patient/provider complaints, managing Outlook, and assisting with patient mediation pick-ups • Partner with health system compliance department to investigate and resolve HIPAA breaches, within scope of customer service role• Lead investigation and resolution of delivery complaints (via FedEx Delivery Exemptions and Lab Logistic Hospital drivers) that involve patients• Serve as customer service representative of the specialty pharmacy Operations/Medication Safety Committee• Co-Chair of Patient/Family Advisory Council (PFAC) Committee engaging patients who utilize OPS Pharmacy to gain their feedback on how to better phone and delivery process • Ensure compliance to URAC (Utilization Review Accreditation Commission) and ACHC (Accreditation Committee for Health Care) standards for customer service and patient satisfaction

• Mastered competency in the clinical operations of several different disease states of the health system specialty pharmacy, including HIV, HCV, and oncology• Performed prior authorizations, prescription adjudications, and refill assessments for specialty pharmacy patients in assigned disease states• Developed and maintained relationships with physicians, nurses, APPs, and office staff• Maintained competency in Medicare Part B medication billing • Served as senior pharmacy liaison by mentoring and training new liaisons• Optimized workflows and prescription continuity through development of call scripting • Served as liaison lead in quality improvement projects, including: “Implementation of a Novel, Pharmacist-Led Digital Medicine Program in Patients Prescribed Oral Hepatitis Treatment”• Served as liaison lead on the committee to implement oral chemotherapy services from the St. Francis Medical Center • Developed a step-by-step training manual to help integrate St. Francis patients into Outpatient Pharmacy Services oncology workflow

• Maintained expertise to work in the Inpatient, Outpatient, and Psychiatric Pharmacy areas • Served as lead technician, assuming lead duties including interviewing new staff, mentoring and training new technicians, students, and residents • Served as a sterile compounding technician, preparing IV chemo and non-hazardous IV compounds• Managed physician and nurse phone calls and requests in assigned areas• Managed purchasing responsibilities as Back-Up Pharmacy Buyer• Served as Co-coach for RBC (Relationship Based Care) Program

• Served as Lead Technician/Inventory Specialist• Mentored and trained new hires• Performed insurance authorizations over the phone while communicating with provider offices• Assisted in patient record migration to a new software system• Oversaw drug preparations and distribution ensuring patient safety

High School Diploma

Education record

Education record