Pharmacy Technician - Customer Support Supervisor

Consonus Pharmacy•Milwaukie, OR

11d

About The Position

Consonus Pharmacy in Milwaukie, OR is hiring a Customer Support Center Supervisor to join our team. Consonus Pharmacy is a closed-door long-term care pharmacy specializing in the needs of Nursing Facility and Assisted Living patients and their caregivers. We are looking for a goal-oriented, dedicated Supervisor who can coach and motivate Support Center technicians as they field calls from customers. The Support Center Supervisor will participate in hiring employees and assist in the training process, ensuring that every technician is well prepared for their calls. They will continue to support technicians after training by monitoring their progress, ensuring that they understand and meet expectations, by answering their questions, and by providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to technicians. To succeed as a Support Center Supervisor, you should be focused on helping your team build the necessary skills and knowledge to better support customers. You should have the ability to instill a sense of company culture and departmental ownership, thriving in a fast paced environment. This is a full-time position. Hours and days of the position vary and qualified candidates should be able to work day shifts, and some weekends and evenings as Manager on Duty.

Requirements

Current Pharmacy Technician Licensure in applicable state required
High School Diploma or equivalent. More education, especially in management, is preferred.
Support Center/customer service experience required. Supervisory experience of 5+ staff preferred.
Proficiency with technology, especially computers, software applications, and phone systems. Framework ECM experience preferred.
Exceptional verbal and written communication skills.
Strong understanding of company culture, policies and services.
Ability to coach, train, and motivate employees and evaluate their performance.
Excellent problem solving, leadership, and customer service skills.
Analytical, efficient, and thorough. Lean Principles/Knowledge preferred.
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Responsibilities

Assist in department workflow by taking routine customer calls
Participate in hiring, training, and preparing Support Center representatives to respond to customer questions and complaints and to troubleshoot problems.
Ensure technicians understand and comply with Support Center performance standards, organizational objectives and policies, and regulatory requirements.
Identify operational issues and suggest possible improvements to manager; then participate in developing and implementing process improvements and standard work in collaboration with other pharmacy leadership and teams.
Monitor, evaluate and document technician performance, providing learning or coaching opportunities, and take timely corrective action, if necessary.
Prepare reports and analyze data to assist management with determining Support Center goals.
Work with other supervisors and management team members to support technicians’ workflow and maximize customer satisfaction, including timely review and response to CAR reports.
Execute scheduling and shift planning based on workflow and manage payroll through ADP
Maintain communication with the Central Operations manager, attending weekly meetings and completing other assignments per the needs of the department.
Lead/coordinate routine stand-up and training/Lean Principles meetings for both on and offsite technicians
Participate in Patient Safety meetings and maintain a patient safety focus within the department.
Perform other duties as assigned.