Call Center Pharmacy Supervisor

The Patient Outreach Supervisor will be a front-line manager for the Patient Outreach team, a team dedicated to communicating with potential patients about the value of hospital base pharmacies. They will be responsible for the development, maintenance, and growth for a team of highly efficient and trained Patient Outreach Coordinators and Onboarding Specialists. They will also maintain and build strong collaborative relationships with their partnering Hospital sites and regional operations teams. The Patient Outreach Supervisor will counsel Patient Outreach Coordinators and Onboarding Specialists on incorrect conversational topics, documentation or workflow deficiencies, and will escalate other performance concerns to the Manager of Patient Outreach.

The Patient Outreach Supervisor will take ownership of each site they supervise with regards to workflow, communications, training, access requests, growth opportunities for the business as well as managing day to day personnel.

Job Duties:

• Ensure Patient Outreach Coordinators consistently communicate with patients compliantly and convey the culture of kindness and value of the hospital-based pharmacies
• Coach Patient Outreach Coordinators on calling best practices, conversational techniques including how to listen, understand, respond, and confirm patients’ concerns about their care, pharmacy needs, and socioeconomic situations
• Complete audits of team in DialPad, TelemetryRX application, Electronic Medical Records, and other required systems to ensure effective communications with patients, efficient workflow, and compliant conversations with potential patients of hospital partner pharmacies
• Work with a high sense of urgency to manage, monitor, and facilitate any issues and/or escalations related to Outreach Coordinators with hospital partners
• Establish efficient workflows between Patient Outreach Coordinators, Onboarding Specialists and liaison team via collaboration with clinical integration team, on site managers, and Patient Outreach Management
• Manage all aspects of ADP, PTO, and Time Reports for team members
• Provide front line supervision and ongoing coaching and performance management to Patient Outreach Coordinators
• Monitoring and acting all forms of communications between Patient Outreach and other clinical and operational teams as needed
• Manage Telemetry application, email, Microsoft teams communications up to company policy
• Work with on site management at hospital partners for any collaboration calls, such as quarterly calls, kick off calls, as needed calls
• Patient Outreach team meetings: creating agendas, running meeting, follow up
• Hospital Management meeting: calls with on site manager to review current status, identify areas for improvement, and areas of success
• Record keeping/notes of all collaboration calls and team meetings
• Providing guidance/assistance/troubleshooting in daily tasks for Patient Outreach team members as requested by Patient Outreach Coordinators and Onboarding Specialists
• Review and address any concerns with Patient Outreach team, and hospital partners as needed
• Provide insight to various teams across company for growth and development opportunities as needed
• Work with various teams for special projects
• Report on hiring needs based on implementation roll outs
• Assist in interviewing, and onboarding new Patient Outreach Coordinators and Onboarding Specialists including coordinating access requests and trainings
• Investigate research needed for data analytics team, contracting team as needed
• Report to Manager of Patient Outreach

Experience/ Education:

• High school degree or equivalent; Bachelor’s degree in business administration, business, or related field preferred
• Years of Experience: Required 5+ years customer support, client services, sales with a demonstrated and proven sales record
• Have a desire and aptitude for leading others and the ability to establish credibility within a team environment.
• Be very organized with attention to detail and have great interpersonal skills, high integrity, be dependable and a good listener and an empathetic communicator. 
• Strong phone skills, highly proficient in Microsoft Office particularly Excel and Word, able to quickly learn other database programs (knowledge of the Willow, Qs1, and RX30 software system a plus) and able to identify relevant information with a focus on quality is also desirable.
• The ideal candidate will be an energetic and highly motivated, team player with a willingness to do whatever is necessary for the betterment of the company. Discretion and confidentiality are essential as position deals with highly sensitive and private data.