Supervisor, Patient Support

YOUR PASSION, ACTIONS & FOCUS is our Strength

Become one of our Contributors

Join the KnipperHEALTH Team!

KnipperHealth is a highly profitable, rapidly growing company that is competitively unique and nimble in service solutions. We offer incredibly competitive pay and benefits that start on your first day of employment.

Things you can expect within your first 90 days:

• Zero time waiting for benefits

• Welcoming team with a great culture

• Classroom and on-the-job training

• 30/60/90 check-ins with leadership team

• Educational Assistance Opportunities

POSITION SUMMARY:

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

• 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 training plan is coordinated with training department for new hires.
• 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

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• Bachelor's Degree with three (3) or more years related experience or equivalent combination of education and experience
• Three (3) 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) years of supervisory experience
• Experience with HIPAA, PDMA, cGMP adverse events

PREFERRED EDUCATION AND EXPERIENCE:

• Specialty pharmacy experience
• Supervisory experience in a call center environment
• Project management experience
• Bi-lingual, English and Spanish

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)
• 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
• 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
• Ability to recognize subtle differences in names and numbers
• Ability to work effectively in highly stressful situations, exhibiting flexibility in changing situations

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Constant use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms
• Sit for prolonged periods of time
• Occasionally stoop, kneel, and crouch
• Occasionally lift, carry, and move up to 25 pounds

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