Courtney Smoak

Patient Engagement Specialist at Shields Health Solutions (2026-06 – Present)

Serve as a primary point of contact for patients, providing education, support, and proactive communication throughout the treatment journey.
Conduct inbound and outbound patient calls to support engagement, care coordination, medication onboarding, refills, and adherence.
Collaborate with healthcare providers, pharmacies, and insurance companies to help facilitate timely and coordinated patient care.
Educate patients on treatment plans, medication use, and available support resources while addressing questions and concerns.
Identify and help resolve barriers to treatment, including insurance challenges and financial assistance needs.
Accurately document patient interactions, follow-ups, and case activity in electronic health record (EHR) and CRM systems.
Coordinate or support prior authorization, benefits investigation, and patient assistance program activities when applicable.
Monitor patient progress and follow up on cases to promote continuity of care, patient satisfaction, and positive outcomes.
Maintain HIPAA compliance and company policies while managing multiple patient cases in a fast-paced healthcare environment.

Pharmacy Technician at Alexander T. Augusta Medical Center VA (2024-11 – Present)

Prepare, compound, label, and process pharmaceutical products and physician medication orders.
Evaluate medication orders for duplications, usual doses, and formulary status while following pharmacy service procedures.
Enter and retrieve patient-specific information and reports using pharmacy computer systems and maintain accurate records.
Interpret physician orders and complete required steps for prescription input, filling, and dispensing.
Answer routine patient questions regarding medication administration, drug interactions, and incompatibilities within scope of practice.
Monitor medication and supply inventory, verify expiration dates, and maintain appropriate storage standards.
Follow departmental policies and procedures and participate in quality assurance activities.

Pharmacy Technician at Walgreens Pharmacy (2023-09 – 2024-10)

Dispensed, packaged, and labeled prescriptions and prepared new prescriptions and refill requests.
Provided professional customer service at the pharmacy counter and drive-through while handling a high volume of calls from patients and physicians.
Processed third-party insurance claims and assisted with prior authorization activities.
Performed accurate patient and medication data entry in compliance with HIPAA requirements.
Assisted patients with prescription drop-off, pickup, and routine pharmacy service needs.

Pharmacy Technician at Safeway Pharmacy (2022-07 – 2023-08)

Dispensed, packaged, and labeled prescriptions and prepared new prescriptions and refill requests.
Verified prescription validity and maintained accurate pharmacy and OTC inventory records.
Investigated and resolved patient billing and insurance concerns efficiently and professionally.
Counted, measured, and compounded prescriptions and applied labels while ensuring accuracy before pharmacist verification.
Documented inventory activity and disposed of expired products according to pharmacy procedures.

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