Job Description
Position Summar y: The Supervisor, Patient Care ha s 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 shee ts a nd 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 Environmen t/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.