Supervisor, Pharmacy Operations

POSITION SUMMARY:

The Supervisor manages program staff, activities, processing, order fulfillment and deliverables associated with assigned Program(s). 

POSITION RESPONSIBILITIES:

• Direct the work force either directly or indirectly through the management hierarchy to include: interviewing, selection, orienting, training, coaching, performance management, as appropriate
• Coordinate and supervise the daily activities of a team pharmacy members and programs that range from routine to moderately complex. Typically, does not spend more than 5% of time performing the same work as those supervised
• Assist with monitoring attendance, weekly time approval, and PTO requests
• Ensures agents understand and comply with all pharmacy objectives, performance standards, and policies
• Assist Team Leads with answering agent questions regarding best practices or difficult calls
• Ensure necessary changes are made in staffing based on day of week, volume of work, client priority, or other anticipated or unanticipated events to ensure SLAs are achieved
• Identify operational issues, suggest and implement improvements
• Perform QA on agent phone calls
• Monitor and evaluate agent performance, train, coach, and escalate performance issues as necessary
• Monitor Key Performance Indicators (KPIs) – Identify, track and utilize KPIs to achieve business objectives and drive continuous process improvement
• Perform routine audits to ensure standard operating procedure (SOP) compliance
• Ensures completion of new hire on-boarding and competency training
• Preparing reports and analyzing data to assist management as they determine client program goals
• Working with other supervisors and management team members to support agents and maximize customer satisfaction
• Keep management updated on all activities, metrics, and issues
• Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or action
• Monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets
• Ensure that staff receive the training needed to be proficient in their roles
• Answer questions and requests, respond to and refer inquiries to the Pharmacist when necessary
• Provide high quality customer service to patients and doctors while protecting patient confidentiality
• Perform all other duties as assigned

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's Degree and/or three (3) or more years related experience or equivalent combination of education and experience
• Three (3) or more years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
• Two (2) or more years of supervisory experience providing customer service to patients, clients, or customers, including meeting quality standards for services – preferably in a call center setting
• Commitment to complete the ‘technician in training’ requirements approved by the Indiana Board of Pharmacy within one year of hire date, if unlicensed
• Knowledge of medical terminology (including sig codes and Roman numerals), brand and generic names of medications, and general pharmacy terminology
• Experience with HIPAA, PDMA, cGMP adverse events
• Experience with insurance procedures, drug reimbursement issues, and claim adjudication process
• Computer literacy to include operating systems, Microsoft Office Suite, presentation software, communication and collaboration tools, and Adobe PDF or comparable
• Ability to read, write, speak, and understand the English language

PREFERRED EDUCATION AND EXPERIENCE:

• Two (2) years of previous pharmacy technician experience with exposure to all functional areas (order entry, medical records, filling, inventory, returns, etc.)
• Registered and licensed pharmacy technician by the Indiana Board of Pharmacy in good standing
• Nationally certified through the PTCB or another approved certifying agency
• Bi-lingual, English and Spanish
• Project management experience
• Customer service evaluation and satisfaction experience

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to coach, train, and motivate employees and evaluate their performance
• Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners)
• Ability to confer with clients by phone and email to discuss tactical issues relating to program operation
• Able to manage one's own time and that of their direct reports; seeks agreement on resource allocation taking into account all stake holders; demonstrates frugality by properly preparing and adhering to budgets; seeks ways to decrease cost and spend only on things that improve customer satisfaction
• Thorough understanding of the State of Indiana Board of Pharmacy Regulations
• Personal initiative and commitment to team and organizational goals
• Ability to work independently with minimal supervision
• Ability to work under pressure and appropriately prioritize responsibilities
• Ability to accept changing workflows and unexpected demands requiring flexibility
• Excellent verbal and written communication skills
• Excellent analytical, problem solving and decision-making skills
• Excellent interpersonal and customer service skills
• Excellent organization skills with attention to detail
• Excellent typing / keyboarding skills
• Ability to learn from a variety of techniques
• Ability to accept ambiguity at times and apply decision making skills to determine course of action
• Ability to follow established process flows
• Ability to perform accurately and efficiently when inputting information into computer software
• Ability to effectively multi-task
• Strong computer skills including Microsoft Office products
• Basic math skills
• Strong understanding and practice of data entry, medical records, and dispensing systems and equipment
• Ability to possess and obtain knowledge of medication names – generic and trade
• Ability to recognize subtle differences in names and numbers
• Ability to work effectively in highly stressful situations, exhibiting flexibility in changing situations 

PHYSICAL REQUIREMENTS:

• Location of job activities 100% inside
• Noise and / or vibrations exposure
• Reaching (overhead), handling, and feeling
• Stand and sit for prolonged periods of time 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.