Interim Supervisor, Patient Support

Knipper Health•Louisville, KY

62d

About The Position

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

Requirements

Bachelor's Degree with three (3) or more years related experience or equivalent combination of education and experience
Three (3) 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) years of supervisory experience
Experience with HIPAA, PDMA, cGMP adverse events
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)
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
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
Ability to recognize subtle differences in names and numbers
Ability to work effectively in highly stressful situations, exhibiting flexibility in changing situations

Nice To Haves

Specialty pharmacy experience
Supervisory experience in a call center environment
Project management experience
Bi-lingual, English and Spanish

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 training plan is coordinated with training department for new hires.
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