T

Jennifer Tanner

Objective
To use my leadership skills to engage front line staff in process improvements to enhance the
patient experience and the employee experience.

Experience
PATIENT SERVICES DIRECTOR, 3 DIVISIONS OF PAMF

10/2016-PRESENT

Operational oversight of front line staff for 3 divisions of PAMF; including Santa Cruz, Palo Alto
and Mountain View.
CALL CENTER AND MAIN FRONT DESK PSR MANAGER II, PAMF

10/2015-10/2016

Continuous oversight of daily operations for 86 front line employees; including process
improvement work, staff engagement activities and coaching.
Created a Liaison video to showcase the PSRs work.
CALL CENTER MANAGER, PAMF

9/2014-10/2015

Daily operational oversight of Call Center PSRs, Switchboard operators and Call Assist POD.
Designed a Liaison program to build a bridge between the Call Center staff and the Clinic staff.
Rolled out standard work in multiple areas through process improvement activities.
CALL CENTER SUPERVISOR, PAMF

1/2012-9/2014

Daily operational oversight of Call Center PSRs, RX Refill agents and Switchboard operators. The
Call Assist POD was added under my umbrella of oversight midyear.
Rolled out daily engagement system with staff; including self-reporting and huddles.
Maintain staffing levels, hire/terminate staff and write/give annual evaluations for over 40
employees.
CALL CENTER DEPARTMENT COORDINATOR, PAMF

1/2011-1/2012

Daily oversight of Call Center, RX Refill agents and Switchboard operators.

CERTIFIED PHARMACY TECHNICIAN/RX REFILL DEPARTMENT, PAMF

10/2007-1/2011

Enter prescription refill requests into the system and route to the physicians.
Developed a resource tools for my coworkers; including self-reporting worksheets and
brand/generic lists.
CERTIFIED PHARMACY TECHNICIAN, SAFEWAY PHARMACY

10/2006-10/2007

Enter prescriptions into the computer system, verified patient information, pulled proper
medications, took inventory, answered phones, helped customers and put away inventory.

Updated 1/28/17

Education
Bachelors Degree in Psychology, In Process/Completion in Spring of 2018; Arizona State
University
Pharmacy Technician Program, 8/2006; Central Coast College
Associates in Science Degree in Early Childhood Education, 6/2001; Cabrillo College
High School Diploma; Monte Vista High School

Skills & Abilities

Completion of Leadership Development Program with PAMF
Completion of DES Training
Proficient in Microsoft Office
Proficient in Avaya CMS Phone Data and Reports
Developed Liaison Program for staff development and engagement
Participated in multiple process improvement projects and standard setting
Created daily self-reporting criteria for staff
Certification and Licensure as a Pharmacy Technician

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