Address
Form of workThe Member Services Supervisor is responsible for the day-to-day management of the Member Advocates to ensure our members receive exceptional service achieved in a professional manner in accordance with Maxor's standards, guidelines, and regulations, and in accordance with our Member Services departmental policies and procedures.
This position will monitor key performance indicators for each Member Advocate that reports to them and address any issues by coaching, training and disciplinary action if needed. This position must convey leadership in the department by positively influencing the Member Advocates in the performance of their job and being a role model in the department. This position requires tact, sensitivity and professionalism.
This position will also be responsible for contributing to creating a positive, team based culture focused on maximizing our team's talents and the customer experience. This position will also be expected to identify process improvements and recommend viable changes that enhance effectiveness.
Our Company
We're Maxor and we're building a different kind of pharmacy company. We're transforming the pharmacy industry to create healthier lives through purposeful engagement across Pharmacy Benefit Management, Pharmacy Management, Specialty Pharmacy, 340B, Rebate and Formulary Management, and Pharmacies. We put people first and are committed to providing outstanding service across all aspects of our business. We believe there's a better way to deliver pharmacy and healthcare services to people across the country, and we'd love for you to help us do it.
Our Locations
The Maxor workforce brings robust experience, diverse perspectives and passion from over 1,000 employees working all over the US in pharmacies, hospitals, home offices, or corporate offices.
Responsibilities- Perform day-to-day coaching, engagement, and management of the Member Advocates
- Demonstrate thought leadership by generating viable ideas that solve problems, improve efficiency, and/or enhance our culture
- Monitor key performance indicators and address any issues by coaching, training and disciplinary action if needed
- Convey leadership in the department by positively influencing the Member Advocates in the performance of their job and being a role model in the department
- Promptly report any allegations of impropriety to the Compliance Department.
- Comply with Maxor's Ethical Business Conduct policy and Maxor's Compliance Program.
- Remain free from exclusion under the OIG and SAMS Medicare/Medicaid lists.
- Complete required training, as assigned, within the established timeframes.
- Must be able to cope with the mental and emotional stress of the position.
- Ensure staff is informed of product upgrades or enhancements in a timely manner.
- Hire and train competent staff.
- On a biweekly basis, verify departmental timesheets for departmental employees ensuring the timesheets are accurate based on the work-schedule and necessary corrections are done prior to timely Payroll submission.
- Develop and mentor departmental staff by providing career coaching; motivate departmental staff, individually and as a group; understand and support diversity; and establish an effective team.
- Conduct initial and annual performance evaluations.
- Promote teamwork; discipline staff when warranted.
- Maintain regular attendance in accordance with established policies.
- Perform other job-related duties as assigned.
Education: High school diploma, GED, or equivalency required. Associate's Degree or some college courses preferred
Experience: Minimum 2 years' experience in a Call Center or Customer Support Center leadership role. Demonstrated experience leading contact center advocates teams, including effectively managing performance and employee engagement in a high volume operation. Prior experience with chat support, leading virtual teams and/or bi-lingual capabilities preferred.
Knowledge, Skills, and Abilities:
- Highly energetic, engaged leader with passion to serve others.
- Strong knowledge of principles and practices of effective
- Demonstrated ability to communicate clearly and concisely, both orally and in
- Strong ability to foster, and lead a collaborative, virtual team based culture.
- Proven ability to coach performance, and create a culture of accountability and
- Ability to apply analytical thinking to problem solving and
- Excellent critical thinking and problem-solving
- Excellent judgment and leadership background experience.
- Documented success solving customer's complaints in a timely and professional
- Ability to conduct performance evaluations, effectively counsel, mentor and/or reward/motivate
- Excellent telephone customer service
- Strong typing, computer, and telephone
WHY MAXOR?
Did you know that patients see their pharmacist an average of 12 times a year? Pharmacy is at the heart of healthcare. Come join Maxor and make a direct impact on patients' lives. Improve your own wellbeing with our robust benefits and flexible work environment. At Maxor, you have a career with limitless possibilities and the charge to make a difference. A company of 1,000 diverse people and almost 100 years of pharmacy experience, we offer the stability of a Fortune 500 company with the energy and innovation of a startup. We provide services and technology that fuel the entire pharmacy ecosystem, but we are more than pharmacy services. We enable pharmacy care.
WE OFFER: A diverse, progressive culture that supports a work from home model, a "dress for your day" attire when working onsite, and a collaborative, team oriented environment. Our industry leading compensation and health benefits include:
- Comprehensive mental health and wellbeing resources
- Nationwide Blue Cross Blue Shield PPO with employee friendly plan design, including $850 individual annual medical deductible, $25 office visit copays, Low biweekly premiums
- Company paid basic life/AD&D, Short-term and Long-term disability insurance
- Rx, dental, vision, short-term disability, and FSA
- Employer-matched 401k Plan
- Industry leading PTO plan
- And MORE!
Maxor is an EOE, including disability/vets
Please apply online at: https://careers-maxor.icims.com/
Employment Type: OTHER
