Supervisor, Patient Support

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This is a critical position requiring excellent supervisor and customer interaction skills with a working knowledge of pharmacy processing. The individual is expected to oversee Patient Support Leads/Sales staff to convert Leads to patients within Eagle Pharmacy while ensuring patient satisfaction with Eagle Pharmacy. A solid record of successful sales is essential.

• Direct the workforce either directly or indirectly through the management hierarchy to include interviewing, selection, orienting, training, coaching, performance management, as appropriate
• Develops and implements strategies, tools, and training to ensure conversion of leads to patients/customers
• Oversees daily operations of Patient Support Services Leads/Sales team including quality of service, call flow, abandon, etc. Provides daily and monthly reporting as required
• Works in coordination with PSS and Pharmacy Operations to ensure efficient processes for patient care and retention
• Responsible for all aspects of employee management including but not limited to hiring, training, and performance management
• Monitors random calls to improve quality, minimize errors and track performance
• Aids patients and support staff with escalated calls and other unresolved issues
• Ability to design and/or prepare training/instructional materials, teaching aids and devices
• Able to clearly identify problem areas and report to senior management as needed
• Accurately completing other tasks as assigned by management

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

Education and Experience

This position requires a high school diploma or equivalent. Candidates with a college degree are preferred. Candidates with post high school or specialized training is a plus. The candidate for this position should have three years of experience as a call center lead or supervisory position. Call center sales/ upselling experience is required. Candidates with healthcare industry experience are desired. Candidates should be familiar with Microsoft Word, Excel, and Outlook.

Knowledge, Skills, and Abilities

• Speak clearly, concisely and effectively; listen to and understand information and ideas as presented verbally; excellent oral and written communication skills
• Ability to drive a team of call center representatives to attain key performance metrics.
• Organize information in a clear and concise manner
• Deal with people in a way that shows sensitivity, tact, and professionalism
• Make a decision or solve a problem by using logic to identify key facts, explore alternatives, and propose quality solutions
• Positive attitude with excellent sales and customer service mindset, working in a way that demonstrates a commitment to Incredible Service
• Ability to handle multiple activities or interruptions at once
• Focused team player, who can work in conjunction with pharmacists, pharmacy technicians, other departments, customers, and management
• Strong interpersonal skills
• Work independently with little supervision and meet daily deadlines
• Computer proficiency to navigate required databases and operate in required software packages.
• Able to work effectively under pressure
• Ability to work flexible hours as needed
• Ability to sit at computer using phone and headset for length of shift with breaks and lunch away from desk assigned per length of given shift

Work Environment/Physical Demands

This position is in a typical office environment which requires prolonged sitting in front of a computer.  Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.  May have occasional high stress when dealing with patients/clients.

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