Pharmacy Help Desk Call Center Supervisor

Pharmpix

7d•Onsite

About The Position

Pharmacy Help desk Call Center Supervisor reports to the Operations Manager and is responsible for the supervision of the complete functions of the Pharmacy Help desk Call Center. Provide support to the Operations Manager in the reports performance and monitoring the compliance of area metrics.

Requirements

Bachelor’s degree in business or healthcare related field.
Pharmacy Technician associate or Technical degree.
2-3 years’ experience in PBM, retail or Health Plan related setting.
Knowledge in handling calls in a Pharmacy Help desk Call Center.
Knowledge in Microsoft Office (Excel, Word, Power Point).
Knowledge of procedures in a PBM environment.
Knowledge in Performance Guarantees (PGs) from customers (example MCS)
Fully bilingual English and Spanish.
Ability to read and interpret documents, write reports and correspondence.
Skill in analyzing situations accurately and taking effective action.
Speak effectively before groups of PharmPix clients.
Demonstrated effective organizational, interpersonal and communications skills.
Strong verbal and written communications skills.
Customer Service Leadership skills: practicing, valuing, and support service to both internal department and external clients.
Time Management Skills: Establishing priorities and accomplishing tasks in a timely manner.
PC skill (Microsoft System)/System oriented.
Ability to work independently and with minimal supervision, demonstrating initiative and problem-solving skills.
Ability to handle sensitive or confidential information is critical.
Customer Service Leadership skills: practicing, valuing, and support service to both internal department and external clients.
Able to effectively interact with internal departments, PharmPix clients, members and other healthcare professionals.
Ability to read and interpret documents, write reports and correspondence.
Team work: ability to work in a team environment.

Nice To Haves

Puerto Rico Board of Pharmacy Technician Certification (preferred).

Responsibilities

Monitoring of all calls including incoming and outbound calls.
Running daily, monthly and quarterly reports to evaluate Pharmacy Help desk Call Center performance.
Assures appropriate coverage of Pharmacy Help desk Call Center calls during normal operation hours or as requested, to achieve the metrics and standards set by PharmPix.
Responsibility to recruit/interview and hire Pharmacy Help desk Call Center representatives’ personnel.
Coordinate and monitor the service workflow to balance and meet call center expectations.
Prioritize work assignments’ and build back-up plans to support goals.
Help Pharmacy Help desk Call Center representatives in the setting and meeting of daily workload goals.
Monitor the quality of phone calls handled by the Pharmacy Help desk Call Center representatives.
Ensures calls are handled professionally.
Provide direction and guidance to ensure consistent achievement of key performance metrics.
Develop and maintain a back-up program to provide coverage during absences.
Spontaneous monitoring of Pharmacy Help desk Call Center representatives with identified issues.
Handle pharmacy services issues that are escalated or complex in nature.
Provide to the Operations Manager with performance management, goal setting, coaching and training and development of the Pharmacy Help desk Call Center representatives.
Conduct coaching sessions as necessary.
Build action plans to support any identified performance issue.
Identify, document and manage attendance and performance issues. Responsible for the follow up on each issue.
Set the standard for the team behavior by acting as a role model and mentor.
Conduct monthly meetings with the Pharmacy Help desk Call Center representatives to review department goals, service measures, performance, PharmPix changes, updates and clients or pharmacies issues.
Provide and complete reports, as requested by the Operations Manager.
Collaborate in the development, review and implementation of policies and procedures to meet company goals.
Responsible for promoting a team environment among personnel and management.
Assist in coordinating resolution of solutions with pharmacies, members or clients as outlined in policies and procedures.
Responsible for the supervision and tracking of daily Pharmacy Help desk Call Center operational process and procedures and assures the improving of quality and efficiency of the department.
Monitor daily and assign to the Pharmacy Help desk Call Center Team Leader to schedule the alerts in BACMAN Alert Application to ensure proper management of rejections at point of sale.
Monitor and assign to the Pharmacy Help desk Call Center Team Leader to perform the schedule for alerts such as DURs (Drug Utilization Reviews), HMO (Health Maintenance Organization) among other rejections evaluations required by business.
Special projects and other duties assigned by the Operations Manager.
Supports all Quality Management Program initiatives.
Other projects and duties assigned by the Operations Manager.