Pharmacy Call Center Supervisor

All the benefits and perks you need for you and your family:

•           Benefits from Day One
•           Paid Time Off from Day One
•           Career Development
•           Whole Person Wellbeing Resources
•           Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

Shift: Monday - Friday, 11:45am - 8:15pm

Location: 5050 Wesley Rd Apopka, FL 32712

The role you'll contribute:

The Call Center Supervisor is responsible for a wide range of supportive duties to support the customer service of our members. This position coordinates the day-to-day activities of a team of remote, hybrid and onsite Call Center representatives and licensed pharmacy technicians and monitors all phone volume and productivity standards. This position oversees the incoming call volume to ensure service standards are met and patients receive consistent care. This position hires, supervises, and supports training for all members of the Call Center and is required to understand all pharmacy processes and positions excluding Pharmacist's duties. Works only under the supervision of a registered Pharmacist and does not perform duties that can only be legally performed by a registered Pharmacist.

The value you'll bring to the team:

•          Responsible for in depth understanding of pharmacy's services and is able to articulate to staff to ensure pharmacy processes are followed and stated goals are met with increased safety and efficiency
•          Understands thoroughly the AdventHealth employee prescription plan and supports the prescription benefit account team by offering support and education when communicating with staff , members and physician office(s) on any questions regarding formulary coverages, eligibility, prior authorization or general plan guidelines
•          Helps manage and track the use of benefit related service activities, including but not limited to package replacements, prescription resend and operational overrides.
•          Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensures timely resolution. Communicates with department Manager, any areas of concern for future service.
•          Plays an active role in the Customer Service Triage process, ensuring those that are speaking with customers have all the resources and education needed to provide accurate and helpful information to all callers.
•          Monitors the main Rx Plus Pharmacy contact center wallboard, ensuring all member calls are answered in a timely manner, requesting backup as necessary; takes phone calls as appropriate. Works to achieve an abandonment rate, average speed to answer, and other performance indicators within stated goals.
•          Monitors the main pharmacy email inbox, working with organizational teams to provide prompt, courteous and helpful information to members. Ensures members' needs are met and tasks are completed as promised.  
•          Fills in for Customer Service Manager when absent, covering specific duties as assigned
•          Works within registered pharmacy technician mandated scope of practice guidelines.
•          Other duties as assigned

The expertise and experiences you'll need to succeed:

EDUCATION AND EXPERIENCE REQUIRED:

•          High school diploma/GED or equivalent
•          2 years of pharmacy technician experience, preferably in retail or mail-order pharmacy

 EDUCATION AND EXPERIENCE PREFERRED:

•          Previous experience in a Call Center environment
•          Understanding and experience with a Pharmacy Benefit Management (PBM), or managed healthcare service organization (MCO)
•          Leadership experience preferred

LICENSURE, CERTIFICATION, OR REGISTRATION REQUIRED:

•          A current Florida Board of Pharmacy Technician Registration, RPT; must complete state required continuing education requirement for registration
•          National Pharmacy Technician Certification, CPhT complete national required continuing education requirement for certification.