Zachary Price
Covington
Summary
Operations leader with 10+ years of progressive leadership experience driving performance in high-volume healthcare, retail, and customer service environments. Skilled in leading cross-functional teams, optimizing workflows, coaching employees, and improving operational efficiency while maintaining exceptional quality and customer satisfaction. Proven success in managing daily operations, developing employees, monitoring performance metrics, and implementing process improvements. Recognized for building strong teams, solving complex operational challenges, and delivering results in fast-paced, metrics-driven organizations.
Overview
9
9
years of professional experience
Work History
Pharmacy Claims Team Lead
Endcara Pharmacia (Humana)
05.2022 - Current
- Lead the daily operations, coaching, and performance of approximately 40 remote pharmacy claims representatives supporting a high-volume healthcare call center.
- Serve as one of only three Team Leads responsible for rotating operational leadership assignments overseeing workflow management, employee support, queue management, and departmental priorities.
- Monitor employee performance using KPIs, quality metrics, productivity, attendance trends, and service level expectations while providing coaching, quality reviews, and performance feedback.
- Train and mentor newly hired representatives and newly promoted Team Leads, accelerating onboarding and promoting operational consistency.
- Manage high volume (1,200+ calls/day) operational workflows by prioritizing requests from pharmacies, hospice providers, account managers, customer service teams, and internal departments to ensure timely resolution of critical issues.
- Coordinate the distribution of hundreds of daily work items, balancing workloads to maximize productivity and maintain service standards.
- Collaborate with supervisors and cross-functional business partners to resolve escalated operational issues, improve workflows, and support departmental initiatives.
Hypertension Care Coordinator/Pharmacy Technician
Capstone Rural Health Center
07.2020 - 05.2022
- Coordinated hypertension management initiatives across six clinic locations while supporting operational consistency and regulatory compliance.
- Supervised clinical support staff, providing coaching, guidance, and accountability to ensure quality patient care and efficient clinic operations.
- Managed patient tracking systems and remote monitoring programs, maintaining accurate records and supporting improved patient outcomes.
- Assisted with recruiting, on-boarding, and training new employees during organizational growth.
- Partnered with leadership to evaluate employee performance, improve workflows, and enhance operational effectiveness.
Assistant Manager
Ruby Tuesday
Cullman, AL
05.2017 - 01.2020
- Continually updated a leadership resume and honed skills by participating in various management trainings
- Interviewed and hired multiple different managers and waitstaff across several stores
- Offered strong customer service skills, keeping guests satisfied while increasing sales
- Input associates time and ran payroll weekly
- Implemented safety practices and procedures to ensure our store was an accident free zone
Education
Life Coaching -
IAP Career College
01-2023
Pharmacy Technician -
Alabama Board of Pharmacy
Skills
- Operations Management People Leadership Performance Coaching Team Development Workflow Optimization Process Improvement KPI & Performance Metrics Cross-Functional Collaboration Employee Training Change Management Customer Experience Escalation Management Project Coordination Continuous Improvement Quality Assurance Workforce Planning Healthcare Operations Pharmacy Claims Problem Solving
Accomplishments
- Improved departmental service level performance from 35% to an average of 81% by supporting workflow optimization, employee coaching, performance monitoring, and operational improvements.
- Developed and implemented performance tracking tools using advanced spreadsheet formulas to replace manual tracking processes, enabling leadership to monitor employee metrics, identify trends, and evaluate performance more efficiently.
- Created standardized Standard Operating Procedures (SOPs) for pharmacy claim rejection workflows, improving consistency, reducing process ambiguity, and providing employees with clear guidance for handling complex claim scenarios.
Timeline
Pharmacy Claims Team Lead
Endcara Pharmacia (Humana)
05.2022 - Current
Hypertension Care Coordinator/Pharmacy Technician
Capstone Rural Health Center
07.2020 - 05.2022
Assistant Manager
Ruby Tuesday
05.2017 - 01.2020
Life Coaching -
IAP Career College
Pharmacy Technician -
Alabama Board of Pharmacy