Tamra Sicari (Tesar) Email & Phone Number

Louisville, Ky, Us

Boston, Massachusetts, United States

Responsible for leading, monitoring, and oversight of the day-to-day operations of Patient Liaisons and Patient Navigators for Ultra Rare/Rare Disease states and manufacturer-specific pharmaceutical medications. Manage a diverse team consisting of employees of varying professional statuses (including nursing) and backgrounds.• Expertise in understanding Ultra Rare and Rare disease states including pathophysiology, high-risk groups, signs and symptoms, testing requirements and medication mechanism and treatment.• Ensure successful implementation of new products and services.• Manage workflow to ensure Key Performance Indicators (KPIs) are met/exceeded. • Ensure accurate internal processing and documentation are compliant.• Coaching and development of direct reports including career development, disciplinary action, Performance Improvement Plans (PIPs).• New hire onboarding and retention.

Scottsdale, Arizona

Responsible for leading, monitoring, and oversight of the day-to-day operations of the Patient Access Services and Reimbursement HUB for disease state and/or manufacturer-specific pharmaceutical products. Manage a diverse team consisting of +/- 100 employees of varying professional statuses.• Develop and maintain positive customer and vendor relations by addressing problems head-on and implementing successful corrective actions.• Apply customer feedback to develop process improvements and support long-term business needs.• Ensure successful implementation of new products and services.• Manage workflow to ensure client Service Level Agreements (SLAs) are met/exceeded.• Ensure accurate internal processing and documentation are compliant with Business Requirements Documentation (BRD) and Statement of Work (SOW).• Demonstrate understanding of Public and Private insurance and assistance programs including Medicare/Medicaid, Patient Assistance Programs (PAP), Copay Assistance, and Alternate Funding• Create and present content of monthly and quarterly performance and initiatives to internal and external customers during Quarterly Business Reviews (QBRs).

Scottsdale, Arizona

Responsible for the virtual leadership of the Ambassador Resource Specialists, a group of 18 Independent Contractors specializing in Case Management, located across the United States.• Defined clear targets and objectives to ensure maximized profitability of their home business, boost performance, and enhance business results.• Collect and analyze call center statistics, call quality, costs, and customer service metrics.• Create and present content of monthly and quarterly performance and initiatives to internal and external customers during Quarterly Business Reviews (QBRs).• Attend and present at the bi-annual National Sales Meetings.

Louisville, Kentucky, United States

Responsible for oversight of the Total Absence Management team (FMLA, LOA, Company Medical leaves, STD/LTD/WC coordination) of 15 Benefit Representatives in Louisville, Kentucky, Des Moines, Iowa, and approximately 40 indirect reports in Pune, India. • Designed/implemented Case Management services for high-risk, high-profile clients.• Identified hundreds of missing faxes dating back to 2015; researched and documented remediation processes to ensure the procedure is established.• Responsible for remediation of 4500+ unsent compliance-related outbound communications (included identifying missed communications, validating which communications were out of compliance, client impact analysis, and client notification).• Responsible for ensuring consistency across multiple sites/business units/vendors (highly matrixed environment).• Tasked with the creation and rollout of an Engagement Survey Action Plan to educate and empower leaders.

Phoenix, Arizona Area

Responsible for management of the Contact Strategy Department of 142 Technicians in three Front End Mail Operations sites - Phoenix, San Antonio, and Pittsburgh. Previously responsible for the leadership for the Phoenix Front End Operations consisting of 250+ frontline employees of various professional statuses.• Managed +/-20M annual budget for Contact Strategy and +/-40M annual budget for Phoenix Front End Ops• Facilitated the re-engineering of the Contact Strategy function to include the establishment of new workflows, metrics, call monitoring process, reporting, and performance management resulting in improved efficiency• Obtained highest Colleague Engagement Scores when compared to other leaders (including, Front End Overall, Mail overall, and Caremark overall)• Significant improvements in service levels and developed more robust reporting and tracking to capture key calling metrics (ASA, TSF, ACW, ABR, and Tech Assist hold times)• Served as Process Champion of Contact Strategy and Process Owner of Order Entry Verticals responsible for ensuring consistency across multiple sites/teams and the achievement of department metrics• Member of the Private Business Operations Strategic Diversity Integration Team.

Supervise a team of 25 call center representatives and pharmacy technicians, in the Member Services Team, responsible for providing customer service for prescription benefit members. Developed and mentored employees to achieve productivity and quality metrics through coaching education, and performance. · Responsible for targeted engagement programs and developing and implementing incentive programs to improve employee morale and, in turn, improve quality and productivity results.· Utilized training background to develop Talk Tracks, create and facilitate the delivery of Work Instructions.· Developed and implemented research and reporting process used by all Member Services sites to identify and research quality errors.· Managed workflow and call volumes in order to achieve and maintain service targets.· Responded to escalated calls/customer service issues to ensure customer satisfaction.· Chaired the Activities Committee, for Phoenix Mail Operations, responsible for the implementation of facility-wide and community-focused events to positively impact employee morale and charitable giving.· Chaired the Cultural Diversity Committee.

Supervised a team of 20 Order Entry Pharmacy Technicians in the Prescription Entry Department. Determined staffing needs and allocated resources and monitored work flow to meet quality and productivity standards and business goals. Provided coaching and development for frontline colleagues. · Improved team productivity from 26 to 34 prescriptions per hour and improved internal quality percent from 98.82% to 99.10%.· Assisted with site support during implementation of system updates.· Oversaw system integrations and troubleshooting to test system enhancements and identified and resolved potential/existing issues.

Mail Operations Trainer - included Prescription Entry, Dispensing (A-Frame, Autofill, Control Room, Manual Pick, and Exceptions) and ShippingResponsible for facilitating training for multiple areas of pharmacy operations including Dispensing and Order Entry in a high volume pharmacy. Provided education via both a classroom environment and individualized one-one-one specialized training. Collaborated with other Trainers to develop Work Instructions and a Hazardous Products Communication Program. · Maintained licensing information in partnership with the Pharmacist in Charge (PIC) for Technician licenses to ensure compliance with regulatory guidelines.· Worked closely with the PIC, and Supervisors, to analyze errors and implement corrective actions to improve quality which included employee re-skilling and mentoring.· Re-skilled 100 employees, in two weeks, on revised shipping policies and procedures to ensure "best practices" across 7 Mail Order facilities. · Partnered with Recruiters, Supervisors, Managers and Quality Analysts to ensure successful on-boarding.· Member of Cultural Initiative ExcellenceTeam.

Responsible for accurate entry of member prescriptions to ensure accurate dispensing. Assumed responsibilities of Team Leader shortly after hire. Served as a mentor to Technicians to assist with performance improvement. Trained team members in the processing of various prescription types and ancillary tasks. • Improved team standings from Level 0 to Level 5 in two months.• Created Work Instructions for specialized areas.• Recognized as a "top performer."

South Bend, Indiana Area

Performed full cycle prescription dispensing in a retail pharmacy under the supervision of a Pharmacist. Trained new employees in 12-week course with written final exam. Served as the third-party insurance expert, understanding procedures for different insurance companies, including Medicare and Medicaid. Responsible for ordering and maintaining stock, setting displays, and returning expired merchandise.

Master'S Degree, Regulatory Science

Regulatory science programs focus on how to ensure compliance with regulations in the development, approval and marketing of medical.

Bachelor Of Arts - Ba, Organizational Leadership

The BA program in organizational leadership program uses transdisciplinary methods that prepare students to become leaders.