Managing Change and Development in Pharmacy - Helping teams successfully implement strategic changes using frameworks, action plans and communication strategies

Advising pharmacies regarding operations, change management and system implementation. Assisting through job redesign, systems reviews and continuous improvement.A keen focus on improving the profitability of Aged Care and Retail.

• Direct a team of 25 employees across 3 pharmacies, providing hands-on leadership of daily operations, including a $2.8m budget, staffing, product development, vendor relations and customer service. • Implemented organisation structures through proper hiring and placement, transferring of personnel, scheduling of work, assignment of responsibility, and delegation of authority.• Consult 150+ patients a day in regards to medication dosage and interactions, medical equipment, disease… Show more • Direct a team of 25 employees across 3 pharmacies, providing hands-on leadership of daily operations, including a $2.8m budget, staffing, product development, vendor relations and customer service. • Implemented organisation structures through proper hiring and placement, transferring of personnel, scheduling of work, assignment of responsibility, and delegation of authority.• Consult 150+ patients a day in regards to medication dosage and interactions, medical equipment, disease management and potential side effects of prescription and OTC medications.• Provide a holistic approach to healthcare, collaborating with GPs, psychologists and physiotherapists to achieve maximum results for patients.• Managed the transition to a full price product modelling system from a discounted one, assisting and training staff on customer complaint handling due to the change.• Oversaw the acquisition of 2 stores, developing and implementing new standard operating procedures, directly responsible for handling transitional change management and HR-related concerns.Achievements:✔ Implemented LEAN principles and JIT deliveries into inventory processes, resulting in an increase of dispensary stock turnover from 14% to 22%. ✔ Developed an SOP to inform patients of the benefits of generic substitutions for medication, leading to a 12% increase in conversions.✔ Employed the key objects for the Australian Continuing Health Reform Agenda by achieving 3.5% Clinical Interventions over 12 months. Show less

• Operated and maintained 4 pharmacies and pharmacy programs, including supervising managers and providing clinical oversight to daily activities.• Provided leadership and guidance to the team through feedback, performance management and one on one coaching through observing customer point of contact for over 40 staff members.• Managed over 5000 SKU lines of pharmacy inventory through proper stock ordering, returns and inter-store transfers, liaising with external vendors to negotiate… Show more • Operated and maintained 4 pharmacies and pharmacy programs, including supervising managers and providing clinical oversight to daily activities.• Provided leadership and guidance to the team through feedback, performance management and one on one coaching through observing customer point of contact for over 40 staff members.• Managed over 5000 SKU lines of pharmacy inventory through proper stock ordering, returns and inter-store transfers, liaising with external vendors to negotiate contracts,• Implemented internal customer service frameworks and SOP’s detailing the minimum requirements of customer service. Achievements:✔ Managed the transition to new business owners during a period of credit restrictions, increasing turnover growth of $3.1M July 2012 to $5.4M June 2017.✔ Implemented service frameworks increased mystery shopping results from 60% to over 80%.✔ Reduced staff labour costs by 2.2 FTE Equivalents ($145k) over 2 years by implementing an automated dispensing system for medication. ✔ Analysed the stores hours of operation and determined the feasibility of reducing opening times, leading to an increase in net profit of 8%.✔ Removed major service duplication from all stores to specific stores, reducing FTE staffing by 3.5, as well as reducing on-call costs, plant costs and increasing profit by approx. 10% on services offered.✔ Evaluated all B2B contracts, identified and terminated an unprofitable one that was developing a net loss of $80K. Show less

• Managed a team of 25 service staff and 3 pharmacists, evaluating the quality/effectiveness of care.• Mentored and coached 35 staff members through on-boarding, open communication, training and development opportunities and performance management processes.• Managed order entry, third-party adjudication, order verification and patient counselling for an average of 500 Prescription/Non-Prescription health queries and product requests daily.• Scheduled staff in accordance with the… Show more • Managed a team of 25 service staff and 3 pharmacists, evaluating the quality/effectiveness of care.• Mentored and coached 35 staff members through on-boarding, open communication, training and development opportunities and performance management processes.• Managed order entry, third-party adjudication, order verification and patient counselling for an average of 500 Prescription/Non-Prescription health queries and product requests daily.• Scheduled staff in accordance with the set budget of $650k p.a. ensuring the pharmacy was functioning at peak performance utilising push and pull factors to ensure efficiency and maximising profit. • Tracked missed opportunities due to no stock and reviewed daily, tracked stock not utilised and reviewed top 200 sales products to identify trends and increase/decrease minimum stock on hand.Achievements:✔ Increased turnover from $1.4m to $4.7m by focusing on business growth and the diversification of income streams.✔ Grew daily order base from 120 per day to over 400 per day and grew return customer database from 150 to 1100 over 5 years through outstanding customer service.✔ Implementation of MIN/MAX and JIT stock ordering systems reduced wastage by 15%.✔ Reduced wage costs by 18% by introducing an automated packing system, increasing accuracy, reducing wastage and achieving an 11% improvement in net profit. Show less