- Drives daily performance of team to ensure service level agreements (SLAs) and other business targets are achieved.
- Provides consistent and constructive feedback to team members through coaching and developing, effective performance management, and positive recognition.
- Oversees the annual goal setting and compensation process.
- Supports initiatives within the department to achieve outstanding client implementation, retention, and customer experience.
- Consistently monitors team members for quality and training purposes.
- Provides and documents training and support to all team members.
- Ensures compliance with policies and procedures.
- Provides direction to team members on achieving departmental standards.
- Consistently monitors volume and adjusts workflow accordingly.
- Trends and reviews monthly team member performance in areas including, but not limited to adherence, quality, attendance, and productivity.
- Actively participates in process improvement and project management activities.
- Takes ownership for the customer experience and ensuring complete client satisfaction.
- Maintains reliability and flexibility to ensure team and business needs are appropriately supported.
- Effectively delegates workload to team in order to achieve departmental success.
- Proactively addresses areas of opportunity for improvement.
- Other duties as requested.
- Minimum of 3 years experience in pharmacy and/or healthcare industry.
- Minimum of 1 year experience in a call center environment.
- Strong working knowledge of Microsoft Office product suite, specifically Excel and Word.
- Strong verbal and written communication skills.
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Supervisor, Medical Pharmacy Contact Center - Home, United States - Prime Therapeutics LLC
Description
Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make.Job Posting Title
Supervisor, Medical Pharmacy Contact Center
Job Description Summary
This position leads and develops team member performance while supporting and enhancing business objectives and the customer experience.
Responsible for the delivery of superior customer service by maximizing team member performance and efficiency, resolving escalated issues, assisting with client inquiries, ensuring compliance with policies and procedures, and adhering to effective scheduling.
Motivates team members to peak performance through positive coaching, constructive and consistent feedback, and accountability.Demonstrates a commitment to the company's mission and vision, and supports activities that strengthen the client relationship and grows the organization.
Job DescriptionWork Experience - Required:
Customer Service, Pharmacy
Work Experience - Preferred:
Supervisory, Utilization Management
Education
Education - Required:
High School
Education - Preferred:
Bachelors
Certifications
Certifications - Required:
Certifications - Preferred:
CPT/ExCPT/LPT/PTCB/RPT, Pharmacy Technician, State Requirements - Pharmacy - Pharmacy
Potential pay for this position ranges from $52, $78,390.00 based on experience and skills. Pay range may vary by 8% depending on applicant location.
To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page and click on the "Benefits at a glance" button for more detail.
We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, genetic information, marital status, family status, national origin, age, disability, veteran status, or any other legally protected class under federal, state, or local law.
Positions will be posted for a minimum of five consecutive workdays.
