Silke Bresnahan

Delivered engaging vILT for Case Managers and Care Coordinators during a large-scale patient support program rollout, improving new hire experience and ensuring readiness and compliance. Leveraged Salesforce and SOPs to reinforce accurate system use and real-time application.

Managed training compliance across 13 government programs, supervised 24 virtual training hosts (6 direct reports), and reduced readiness time by 25% through a standardized onboarding program. Transitioned operations from Adobe Connect to Microsoft Teams within 24 hours to avoid service disruption.

Facilitated virtual trainings across multiple platforms and maintained SOPs and training documentation to ensure consistency and audit readiness, consistently achieving high participant satisfaction.

Managed prescriber and patient REMS inquiries in Salesforce, verified prescriber compliance with REMS training, and completed weekly reconciliation reporting with pharmaceutical manufacturers.

Coordinated and delivered onboarding, upskilling, and complex system rollouts for specialized pharmacy teams while authoring SOPs and workflows to meet CMS, HIPAA, and audit-readiness standards.

Designed and implemented training programs for new systems and Medicare-related initiatives, delivering clinical compliance training for patient support teams and supporting Utilization Management processes.

Delivered onboarding and role-specific training for new hires, developed training documentation and lesson plans, and provided post-training coaching and performance support.

Processed prescription orders accurately while delivering exceptional customer service and supporting new hire training and coaching initiatives.

Managed assigned accounts and used negotiation and communication skills to control delinquency and recover balances.

Oversaw construction and implementation of a new café and managed scheduling for a staff of 40, ensuring operational readiness and service quality.

Trained all new employees and implemented new policies and procedures to standardize operations and improve performance.

Bachelor of Arts in English Literature awarded in 2003; coursework supported communication, writing, and instructional design foundations.