Supervisor, Pharmacy Outreach, Remote

Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care.

We are searching for a Supervisor, Pharmacy Outreach to join the team. This supervisor supports a team of Pharmacy Outreach Specialists who complete inbound and outbound call interactions with patients, pharmacies, and practices. This role provides day to day operational guidance to the team to ensure a best-in-class patient and practice experience. Works with the Pharmacy Outreach Manager to support effective call center operations, adherence to department policies and procedures, coaching and development to assigned Outreach Specialists, and service recovery efforts. 

Essential Duties & Responsibilities:

• Provides direction and guidance to Outreach Technicians ensuring understanding and adherence to all patient engagement activities, performance standards, and operational policies.
• In coordination with the Pharmacy Outreach manager, manages guidelines for assessing staff productivity, call center metrics, call documentation and call quality; and ensures established standards are met for providing best in class service.
• Works in direct collaboration with the Pharmacy Outreach Manager to determine root cause of escalated calls and may assist the Pharmacy Outreach Manager with service recovery activities for both patient and practice concerns.
• Works in direct collaboration with the Pharmacy Outreach Manager to execute regular operational tasks for the program, including, but not limited to, technician assignments, practice engagement processes, outreach team communications, and program leadership team email inbox management.
• Generates daily, weekly, and monthly performance score cards for direct reports and reviews with the team during 1:1 touch base.
• Completes and delivers annual performance reviews and quarterly check-ins for direct reports to include annual goal setting and professional development planning for staff.
• Assist front line staff with troubleshooting call center telephony systems, scheduling and other relevant Aledade outreach resources, practice EHR assistance, and Aledade App inquiries.
• Cover peer colleagues during periods of PTO, meetings, etc.
• Participate in new hire training and quality assurance initiatives.
• Will have a working knowledge of all STARs initiatives pertaining to Medication Adherence.
• Other duties as assigned.

Supervisory Responsibilities:

• Recruits, interviews, hires, and trains new staff.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.

Required Skills/Abilities:

• Minimum of 5 years supervisory experience leading a team in a high volume, inbound/outbound call center, preferably in a health care call center setting
• Strong customer service background, preferably in a health care call center setting
• Working knowledge of HIPAA Privacy and Security Rules and CMS security requirements
• General writing skills and ability to produce work free from typographical or spelling errors
• Proven ability to work with people at all levels in an organization with a focus on front line staff
• Demonstrated effective organizational skills
• Excellent communication, writing, proofreading and grammar skills
• Strong attention to detail and accuracy, excellent Evaluative and Analytical skills for production reporting and analysis and exception problem solving skills
• Strong teamwork, interpersonal, verbal, written, and administrative and patient/customer service skills
• Ability to lead by example and influence others
• Advanced Experience using Google drive or Microsoft office applications, including but not limited to databases, word-processing, spreadsheets, and graphical displays

Education & Experience:

• Associate degree, Bachelor's degree preferred
• 5 years supervisory experience leading a team. Experience in a high volume, inbound/outbound call center, preferably in a pharmacy/ health care call center setting.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer

Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of payers, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives, and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.

At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.

In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:

Flexible work schedules and the ability to work remotely are available for many roles

Health, dental and vision insurance paid up to 80% for employees, dependents, and domestic partners Robust time off plan 21 days of PTO in your first year 2 Paid Volunteer Days & 11 paid holidays

12 weeks paid Parental Leave for all new parents

6 weeks paid sabbatical after 6 years of service

Educational Assistant Program & Clinical Employee Reimbursement Program

401(K) with up to 4% match

Stock options

And much more!

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