Supervisor, Pharmacy Operations

POSITION SUMMARY:

The Supervisor manages program staff, activities, processing, order fulfillment and deliverables associated with assigned Program(s).

KEY RESPONSIBILITIES:

Direct the work force either directly or indirectly through the management hierarchy to include interviewing, selection, orienting, training, coaching, performance management, as appropriate

Coordinate and supervise the daily activities of a team pharmacy members and programs that range from routine to moderately complex. Typically, does not spend more than 5% of time performing the same work as those supervised

Assist with monitoring attendance, weekly time approval, and PTO requests

Ensures agents understand and comply with all pharmacy objectives, performance standards, and policies

Assist Team Leads with answering agent questions regarding best practices or difficult calls

Ensure necessary changes are made in staffing based on day of week, volume of work, client priority, or other anticipated or unanticipated events to ensure SLAs are achieved

Identify operational issues, suggest and implement improvements

Perform QA on agent phone calls

Monitor and evaluate agent performance, train, coach, and escalate performance issues as necessary

Monitor Key Performance Indicators (KPIs) – Identify, track and utilize KPIs to achieve business objectives and drive continuous process improvement

Perform routine audits to ensure standard operating procedure (SOP) compliance

Ensures completion of new hire on-boarding and competency training

Preparing reports and analyzing data to assist management as they determine client program goals

Working with other supervisors and management team members to support agents and maximize customer satisfaction

Keep management updated on all activities, metrics, and issues

Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or action

Monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets

Ensure that staff receive the training needed to be proficient in their roles

Answer questions and requests, respond to and refer inquiries to the Pharmacist when necessary

Provide high quality customer service to patients and doctors while protecting patient confidentiality

Perform all other duties as assigned

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS

Bachelor's Degree and/or three (3) or more years related experience or equivalent combination of education and experience

Three (3) or more years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field

Two (2) or more years of supervisory experience providing customer service to patients, clients, or customers, including meeting quality standards for services – preferably in a call center setting

Commitment to complete the ‘technician in training’ requirements approved by the Indiana Board of Pharmacy within one year of hire date, if unlicensed

Knowledge of medical terminology (including sig codes and Roman numerals), brand and generic names of medications, and general pharmacy terminology

Experience with HIPAA, PDMA, cGMP adverse events

Experience with insurance procedures, drug reimbursement issues, and claim adjudication process

Computer literacy to include operating systems, Microsoft Office Suite, presentation software, communication and collaboration tools, and Adobe PDF or comparable

Ability to read, write, speak, and understand the English language

PREFERRED EDUCATION AND EXPERIENCE:

Two (2) years of previous pharmacy technician experience with exposure to all functional areas (order entry, medical records, filling, inventory, returns, etc.)

Registered and licensed pharmacy technician by the Indiana Board of Pharmacy in good standing

Nationally certified through the PTCB or another approved certifying agency

Bi-lingual, English and Spanish

Project management experience

Customer service evaluation and satisfaction experience

KNOWLEDGE, SKILLS & ABILITIES:

Ability to coach, train, and motivate employees and evaluate their performance

Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners)

Ability to confer with clients by phone and email to discuss tactical issues relating to program operation

Able to manage one's own time and that of their direct reports; seeks agreement on resource allocation taking into account all stake holders; demonstrates frugality by properly preparing and adhering to budgets; seeks ways to decrease cost and spend only on things that improve customer satisfaction

Thorough understanding of the State of Indiana Board of Pharmacy Regulations

Personal initiative and commitment to team and organizational goals

Ability to work independently with minimal supervision

Ability to work under pressure and appropriately prioritize responsibilities

Ability to accept changing workflows and unexpected demands requiring flexibility

Excellent verbal and written communication skills

Excellent analytical, problem solving and decision-making skills

Excellent interpersonal and customer service skills

Excellent organization skills with attention to detail

Excellent typing / keyboarding skills

Ability to learn from a variety of techniques

Ability to accept ambiguity at times and apply decision making skills to determine course of action

Ability to follow established process flows

Ability to perform accurately and efficiently when inputting information into computer software

Ability to effectively multi-task

Strong computer skills including Microsoft Office products

Basic math skills

Strong understanding and practice of data entry, medical records, and dispensing systems and equipment

Ability to possess and obtain knowledge of medication names – generic and trade

Ability to recognize subtle differences in names and numbers

Ability to work effectively in highly stressful situations, exhibiting flexibility in changing situations

PHYSICAL REQUIREMENTS:

Location of job activities 100% inside

Noise and / or vibrations exposure

Reaching (overhead), handling, and feeling

Stand and sit for prolonged periods of time

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.