Position Summary:

The Supervisor, Patient Care has primary responsibility for supervision of Patient Care staff which responds to and resolves issues related to the prescription fulfillment process.

Essential Duties/Responsibilities:

Promote and foster a professional, positive, dynamic team environment through exemplary leadership

Provide daily direction and communication to the team so that calls are answered in a timely, efficient and accurate manner

Assist and advise team in resolving problems and issues

Handle escalated calls

Manage monthly schedules, time sheets and attendance tracking

Monitor customer service calls to observe soft skills, technical accuracy and conformity to company policies

Participate with hiring and training of new staff

Evaluate processes and procedures, as well as suggest methods to improve operations, efficiency and service to both internal and external customers

Assist with development and achievement of departmental standard operating procedures

Manage direct reports in accordance with company policies

Lead and mentor team

Ensure team meets established performance goals, including quality and service level metrics

Manage promotions, transfers and dismissals

Other duties as assigned

Required Skills/Abilities:

Ability to independently identify, research and resolve issues

Demonstrated ability to manage multiple priorities and deadlines

Ability to relate to people at all levels of an organization

An excellent facilitator who is experienced in resolving conflicts between different parties to a dispute

Capability to efficiently complete tasks in a fast paced environment

Ability to exercise considerable judgment, maintain confidentiality and act in a diplomatic manner

A well-organized and self-directed individual who is able to work with minimal amount of supervision

Ability to delegate and accomplish tasks through other people

Ability to work with peers in a team effort

Ability to work extended hours, weekends, and holidays pursuant with industry demands

Education/Experience:

Bachelor's degree in health administration, business or related field; proven customer service/call center supervisory experience will be acceptable in lieu of degree

Minimum 3 years' experience in a customer service/call center environment

Staff management experience

Appropriate industry experience, preferably in the healthcare or mail order/specialty pharmacy industry

Proficient in Microsoft Office and industry related software programs

Preferred Skill/Abilities:

Licensed Pharmacy Technician

Medicare Part D knowledge

Bilingual in English and Spanish

Work Environment/Physical Requirements:

Includes a home based and/or call center environment, with exposure to excessive noise with minimal exposure to adverse environmental issues. Ability to sit for long periods of time.

Equal Opportunity Employer
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