Crystal Brooks
Duffield
Summary
Detail-oriented Pharmacy Technician with 4+ years of experience, including Head Pharmacy Technician, Data Entry Pharmacy Technician, and Prior Authorization roles. Strong background in customer care, high-volume phone support, insurance processing, and prescription workflow management. Highly proficient in Microsoft Word and Excel. Known for providing clear, compassionate patient support while maintaining accuracy, compliance, and efficiency.
Overview
18
18
years of professional experience
2011
2011
years of post-secondary education
1
1
Certification
Work History
Head Pharmacy Technician
Village economy drug
Duffield
01.2021 - Current
- Supervised pharmacy technicians while maintaining excellent customer service standards
- Handled escalated patient and provider phone calls, resolving issues efficiently and professionally
- Oversaw prescription data entry, insurance adjudication, and prior authorization processes
- Used Microsoft Excel to track call volume, productivity, and quality metrics
- Created Word-based SOPs and training materials focused on workflow and patient communication
- Served as point of contact for complex insurance and PA-related inquiries
Front end manager/Back Office Manager
Food City
Saint Paul
01.2008 - 01.2014
- Managed daily operations of front-end staff and customer service activities.
- Trained team members on service standards and product knowledge.
- Oversaw cash handling procedures and ensured accuracy in transactions.
- Resolved customer inquiries and complaints effectively and efficiently.
- Monitored inventory levels and assisted with stock replenishment processes.
- Managed cash flow of store, including cashier operations, bookkeeping, and security.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Welcomed large volume of guests and improved overall customer service.
- Reviewed safety, health, and sanitation processes throughout areas and enforced rules to promote security and safety.
- Put together schedule for floor staff according to skill sets and coverage needs.
Education
Castlewood High School
Castlewood, VASome College (No Degree) - Pharmacy Technician Certification
Mountain Empire Community College
Big Stone Gap, VASkills
- Provided customer care to patients via high-volume inbound and outbound phone calls
- Entered and verified prescription data with strong attention to accuracy
- Answered patient questions regarding medication status, refills, and insurance coverage
- Documented call notes and follow-ups using Microsoft Word and pharmacy systems
- Used Microsoft Excel to track prescription status, callbacks, and resolution timelines
- Communicated with insurance companies, provider offices, and patients via phone to obtain PA approvals
- Explained PA requirements and timelines clearly to patients and providers
- Managed follow-ups through consistent outbound calls to prevent delays in therapy
- Tracked PA status and outcomes using Microsoft Excel
- Prepared and submitted supporting documentation using Microsoft Word
Core Skills
- Customer Care & Patient Support
- High-Volume Inbound & Outbound Phone Calls
- Pharmacy Data Entry & Order Processing
- Prior Authorizations & Insurance Resolution
- Prescription Intake & Verification
- Microsoft Word (documentation, reports)
- Microsoft Excel (tracking, reporting)
- Team Leadership & Training
- HIPAA & Regulatory Compliance
- Workflow & Time Management
Certification
- Certified Pharmacy Technician (CPhT) – [NHA]
- State Pharmacy Technician License – [VA]
- HIPAA Compliance Training
Technical Skills
- Microsoft Word & Excel (Intermediate–Advanced)
- Pharmacy Management Systems
- Insurance & Prior Authorization Platforms (e.g., CoverMyMeds)
- Phone Systems & Call Documentation
Timeline
Head Pharmacy Technician
Village economy drug
01.2021 - Current
Front end manager/Back Office Manager
Food City
01.2008 - 01.2014
Castlewood High School
Some College (No Degree) - Pharmacy Technician Certification
Mountain Empire Community College