Access Supervisor, Inside Sales (Remote)

Insulet Corporation

1d•Remote

About The Position

This position supervises the day-to-day operations of the Insulet Corporation Inside Sales Access teams. The position will be responsible for leading and coaching the team, resolving escalated customer contacts, managing existing and new processes, and identifying and implementing continuous improvement opportunities through data analysis and project management within the pharmacy systems. The ideal candidate must demonstrate strong sales, customer service, computer skills, coordination, and planning abilities, and be able to work effectively in a key cross-functional role within Insulet Corporation and across external business partners.

Requirements

Minimum Requirements: Bachelor’s degree
5+ years of experience in an inside sales or contact center environment
Requires sitting and standing associated with a typical office environment.
Manual dexterity needed for using a calculator and computer keyboard.
Lightweight lifting may be required.

Nice To Haves

Strong background in sales, the pharmacy channel, and call center operations that promote industry best practices and standards, including contact center metrics, workforce management, service quality management, and knowledge management.
Customer Service experience in a medical or health-related environment is preferred.
Knowledge of diabetes and experience supporting patients with diabetes is preferred.
Experience providing remote support, particularly in a regulated environment.

Responsibilities

Provides supervision - ensuring call handling and documentation meet regulatory requirements within pharmacy guidelines.
Supervise day-to-day operations for the Inside Sales Access team, serving as the primary escalation point for any questions or issues and managing processes within the pharmacy process.
Define, manage, and implement enhancements to processes and systems to refine the Inside Sales structure.
Preparation of daily, weekly, monthly, and quarterly reports.
Manages daily call and task productivity, ensuring accountability to role expectations.
Provides coaching and feedback in accordance with department and company goals.
Manages Inside Sales Access quality program, conducting quality audits and calibration of quality scoring with the leadership team.
Handles the most complex Customer complaints, escalations, and/or inquiries.
Ensures adherence to Regulatory, Quality, Pharmacy, and accreditation standards.
Reviews financial targets and is responsible for working with Sr Inside Sales Leadership to assist with meeting or exceeding goals and ensuring operating and expense commitments are met within Service Level Agreements.
Participates in special projects and performs other duties as assigned.
Performs other duties as assigned.