Pharmacy LTC Order Entry Assistant Supervisor - PM Shift

Overview:

RIDC PARK - Pittsburgh, PA

PM Shift (1:30pm-10pm)

POSITION SUMMARY

The Order Entry Assistant Supervisor (PM) acts as a lead for the Order Entry Technicians on the LTC Processing team.  Through collaboration with the Pharmacy Supervisor and Order Entry Assistant Supervisor (AM), the Order Entry Assistant Supervisor (PM) will assist with the organization of the Processing team, which includes Customer Service, Order Entry Technicians, and Staff Pharmacists.  This position requires daily email and phone call communication with Processing Team Members regarding process-related questions.  The Order Entry Assistant Supervisor (PM) assists the Pharmacy Supervisor, Pharmacy Manager, and other management team members with operational process improvement and changes, as well as ensures adherence by team members to operational processes.  Additional duties include assignment of tasks for Processing Team Members through daily and weekly lineups, coordination of training for new team hires and group refresh trainings for the Processing Team, overseeing Team Member responses to customers and vendors, and assisting with scheduling and payroll.

KEY RELATIONSHIPS

The Order Entry Assistant Supervisor (PM) reports to the LTC Pharmacy Supervisor and works with Customer Care Team Members daily.  This position works in a Shared Services environment, which includes Customer Service, Order Entry, and Staff Pharmacists.  The Order Entry Assistant Supervisor (PM) is to collaborate consistently with the LTC Pharmacy Supervisor and Pharmacy Manager on process improvement of Operational workflow. This position works with team members and management in Pharmacy Operations, Billing, and Inventory. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervise evening and overnight order entry technicians’ work on a daily basis.
• Assist Pharmacy Supervisor by completing the Processing Team’s schedules and assignments, which includes scheduling rotational “work from home”/remote schedules. This includes order entry technicians and pharmacists.
• Oversee Processing Team members and act as a resource for operational questions from Processing Team.
• Assign team members to tasks on a weekly basis, including through the utilization of lineup and assignments.
• Works with Pharmacy Manager and Quality Director to eliminate order entry errors (QRE program).
• Facilitate training of newly-hired team members, either through conducting the training or facilitating training with appropriate Processing Team Members.
• Coordinate refresh training sessions for current Processing Team Members on various operational workflows and procedures upon request from team and/or leadership.
• Monitor internal and customer/vendor email and phone communications conducted by Processing Team.
• Support Pharmacy Supervisor and Pharmacy Manager in development of internal workflows.
• Collaborate with LTC Customers in daily communications of Quality-related inquiries as a backup to Customer Care Supervisor and LTC Pharmacist Quality Specialist.
• Provide input and oversight to current processes and perform quality checks to ensure that the Processing Team is following standard operations procedures.
• Assist Processing Team with the ability to work in workflow in all tasks, which include order entry, customer service tasks, and flashing.
• Assess on a routine basis if all Processing Team Members have the resources and training necessary to perform their jobs effectively according to current policies and procedures.
• Manage the receipt, resolution, and association of written/faxed/emailed/ERx prescriptions or refill requests in a computer-based document management system.
• Ensure first-call resolution of questions/issues; effectively assess customer needs; request additional help and escalate to LTC Pharmacy Supervisor, Pharmacy Manager, or other management, as needed.
• Maintain knowledge and training on all applicable processes and systems in order to troubleshoot and assist in workflow if needed.
• Serve as a role model by demonstrating company core values.
• Assist with the continued updating of Operational processes and procedures.
• Maintain current working knowledge of LTC facility policies and procedures as relates to pharmacy services, including group home, assistant living, and skilled facilities.
• Assist Transition Team in onboarding of new customers.
• May rotate through all pharmacy shifts on a periodic basis including, but not limited to weekends and evenings.
• Full adherence to Company HIPAA and FWA policies.
• Additional duties as assigned.

EXPERIENCE, SKILLS AND EDUCATIONAL REQUIREMENTS

• High School diploma or equivalent is required; CPhT, AA or other college degrees are preferred.
• At least 3 years of pharmacy customer service and/or order entry experience is preferred.
• Exemplary phone communication skills.
• Strong written skills, as demonstrated through email communication.
• Working knowledge of Long Term Care and/or PACE pharmacy.

• Prior experience with FrameworkLTC and FrameworkECM is preferred.
• Competent in software systems that include FrameworkLTC, FrameworkECM, Omnicell, Automated Packaging System and Microsoft Office, including Word, Excel, Outlook, and PowerPoint.

ADDITIONAL SKILLS AND REQUIREMENTS

• Strong interpersonal skills and leadership
• Well-developed verbal and written communication skills
• Ability to confidently present to customers in-person and via phone/video

• Critical thinking skills, and ability to research various issues/topics that come up in day to day tasks

• Ability to work in a fast-paced environment
• Ability to meet deadlines and be flexible

• Good math and analytic skills
• Excellent organization skills and detail oriented
• Ability to maintain composure on the phone when handling customer calls
• Excellent computer skills, including familiarity with basic Microsoft Office
• Adaptive to a change environment
• Positive mental attitude
• Ability to remain calm in a stressful situation

• Adaptable to changing workflow/tasks due to customer/team needs

• Adhering to the core values of the company which include accountability, integrity, making a difference, quality, respect, stewardship, and teamwork

Information contained in this description represents the general nature of work being performed.  This is not an exhaustive list of all responsibilities, duties and skills required for the position.  Reasonable accommodations will be considered in appropriate circumstances; however, as the nature of an accommodation may vary depending on the needs and desires of an individual with a disability, it is impossible to describe in advance specific accommodation that will be considered.

NOTE: Company management reserves the right to amend and revise responsibilities to meet business and organizational needs.

Over 30 years Grane Rx has been an industry leader, revolutionizing long-term care pharmacy solutions and services. The company focuses on caring for thousands of assisted living and nursing home residents along with onsite clinical consulting and training. Long Term Care and PACE pharmacy solutions from Grane Rx are currently available in four states.

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