Specialty Pharmacy Customer Service Supervisor (Remote)

Summary

This is a critical position requiring excellent supervisor and customer interaction skills. The individual is expected to oversee Patient Care Advocates to ensure enhanced patient satisfaction with US Specialty Care by responding to phone calls, emails and voice messages. Problem solving skills are essential. This position supervises the focal point for all patient inquiries regarding their specialty prescription orders. 

 Essential Duties & Responsibilities

• Responsible for the oversight and completion of the daily responsibilities of all Patient Care Advocates 
• Operationally responsible for managing and reporting Key Performance indicators such as average speed of answer, abandonment, service level, etc. 
• Create and maintain an environment providing industry leading customer support and satisfaction
• Ensure operational efficiency and call metrics are met by team members
• Maximize operational success and improvement through workforce technology
• Coordinate and document training of new personnel
• Ensure accountability and development of all Patient Care Advocates through weekly one on one’s to obtain highest quality standards
• Assists the pharmacy management team in hiring, determining workload and delegating assignments, and meeting important metrics for pharmacy accreditation.
• Work in conjunction with the Director of Specialty Operations to develop, update and review Standard Operating Procedure (SOP) for Patient Care Advocates
• Document and resolve escalated customer service issues 
• Creates/implements performance reviews and recommends corrective or disciplinary actions.
• Monitors random calls to improve quality, minimize errors and track operative performance.
• Assist with quality improvement programs (ie, IR/Complaints, URAC, ACHC, VIPPS projects)
• Develops and maintains area specific records such as attendance and performance reports, etc.
• Provides assistance to patients and Patient Care advocates with escalated calls and other unresolved issues.
• Ensure adherence of Patient Care Advocates to assigned schedules
• Ability to design and/or prepare training/instructional materials, teaching aids and devices; on occasion involving coordination with other departments.
• Assists the management team with assigned projects.

Education and Experience

• Required- Certified Pharmacy Technician, in good standing.
• Required- meet all state requirements of national certification (CPhT) or other board approved training program based on the state in which they are employed.
• Required- High School Diploma or equivalent.
• Required- experience in call center supervisory position.
• Specialty pharmacy, PBM or healthcare industry experience is strongly desired.
• Proficient with Microsoft Word, Excel, and Outlook

Knowledge, Skills, and Abilities

• Speak clearly, concisely, and effectively; listen to and understand information and ideas as presented verbally
• Excellent oral and written communication skills.
• Possess considerable knowledge of drug names, medical terminology, pharmaceutical calculations, and different pharmacy work areas and equipment used.
• Organize information in a clear and concise manner.
• Deal with people in a manner which shows empathy, tact, and professionalism.
• Make a decision or solve a problem by using logic to identify key facts, explore alternatives, and propose quality solutions.
• Ability to work flexible hours as needed in a dynamic environment
• Ability to establish, maintain, and promote effective working relationships; focused team player who can work in conjunction with other departments, customers, and management
• Ability to sit at a desk using a computer and phone/headset for a large majority of their day

Equipment and Connection requirements- For remote candidates 

• Internet speed minimum: 100mbs download / 10mbs upload that will be verified by HR in a speed test
• Cell phone to allow VPN push to connect to network and allow for support resources
• Dedicated workspace to reduce background noise
• Home computer with video capabilities as well as the ability to support Microsoft Teams will be required for interview and initial training week. Company equipment will be provided by week 2.
• Modem/router has to be close enough to plug in a 10ft network cable (has to be hard wired)

WellDyne Can Offer You

• Medical, Dental and Vision Benefits
• Medical Savings Account Options with Company match
• 401K after 90 days of employment
• Employee Assistance Program
• Life and Supplemental insurance 
• Educational Reimbursement
• Paid Time Off

Work Environment / Physical Demands

This position is in a typical office environment which requires prolonged sitting and standing in front of a computer.  In addition, this position requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment, including the operation of standard computer and phone equipment.