Call Center Supervisor - Pharmacy Technician

As a leading global contract research organization (CRO) with a passion for scientific rigor and decades of clinical development experience, Fortrea provides pharmaceutical, biotechnology, and medical device customers a wide range of clinical development, patient access and technology solutions across more than 20 therapeutic areas. With over 19,000 staff conducting operations in more than 90 countries, Fortrea is transforming drug and device development for partners and patients across the globe.
Job Summary:
The Call Center Supervisor - Pharmacy Technician is responsible for overseeing the day to day activities of the Call Center technician team. The Supervisor serves as the front line resource for technician questions and escalations. The Call Center Supervisor - Pharmacy Technician is actively involved in monitoring the training and development process of Pharmacy Technicians along with assisting in the development of policies and procedures specific to the Fortrea Specialty Pharmacy daily operations.
Essential Job Duties:
- Efficiently manage the technician team's scheduled shifts and day to day workflow assignments to meet client specific processing requirements
- Assess the need for technician overtime and approve technician scheduled time off based on order processing queues
- Conduct all Call Center and Pharmacy Technician candidate interviews and facilitate training schedules for new hire employees
- Verify technician staff training completion and proficiency by maintaining new hire training, cross training, and refresher training records
- Assign and monitor training schedules for technicians to complete client modules on time and proactively provide roster updates to program managers for program training registrations/off boarding
- Ensure Call Center technician staff completes daily task assignments based on program requirements and pharmacy SOP and procedural guidelines
- Regularly review staff efficiency and quality of phone etiquette and order processing to assess staffing needs and potential improvements
- Responsible for actively reviewing prescription processing deficiencies and initiating IT service tickets to ensure the staff can operate effectively
- Provide regular coaching and performance reviews to Call Center technicians, and regulate any performance related improvement plans
- Participate actively in pharmacy quality improvement of operational policies and patient services
- Assist in developing, updating and reviewing pharmacy procedural documents to help technician staff to operate effectively and accurately
- Serve as primary contact for customer service escalation, which includes completing all order review requests and data analysis from program managers and pharmacists in charge within a timely manner,
- Responsible for de-escalating and resolving patient and provider phone calls by using polite and professional customer-focused methods
- Work closely with leadership team to ensure program metrics are being met in a timely manner
Experience:
Minimum Required:
Ideally have four or more years of increasing responsibility in the healthcare or pharmacy field.
Experience/knowledge/skill in:
Able to speak Spanish preferred
Experience with non-commercial pharmacy
Strong time management and organizational skills
Adaptability and flexibility
Efficient typing skills
Education/Qualifications/Certifications and Licenses
Minimum Required:
The Call Center Supervisor - Pharmacy Technician must hold a Bachelor's degree or evidence of continual work towards a degree is strongly preferred. Supervisors without a degree must have a High School Diploma or GED, and ideally have eight on more years of healthcare or pharmacy work experience. The Call Center Supervisor - Pharmacy Technician must hold a Florida Board of Pharmacy Registered Pharmacy Technician license, a National Pharmacy Technician Certification and be efficient in using email programs, instant messaging communications and in all Microsoft office programs.
- Easily navigate between multiple computer programs with dexterity
- Demonstrate proficiency in phone skills, including familiarity with complex or multi-line phone systems; able to extract monitoring reports and coaching of technician's calls
- Demonstrate customer service skills necessary to support assigned pharmacy programs
- Able to work as a team and collaborate with other leaders and demonstrate diversity awareness
Fortrea is actively seeking motivated problem-solvers and creative thinkers who share our passion for overcoming barriers in clinical trials. Our unwavering commitment is to revolutionize the development process, ensuring the swift delivery of life-changing ideas and therapies to patients in need. Join our exceptional team and embrace a collaborative workspace where personal growth is nurtured, enabling you to make a meaningful global impact. For more information about Fortrea, visit www.fortrea.com.
Fortrea is proud to be an Equal Opportunity Employer:
As an EOE/AA employer, Fortrea strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply.
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