Supervisor, Contact Center and Clinical Operations

Fuze Health•Washington, NV

1d•$128,000 - $160,000•Remote

About The Position

The Patient and Partner Care experience is an essential part of our mission to build the pharmacy of the future. Our Call Center and Clinical teams go above and beyond for our patients and partners by combining the friendliness of your neighborhood pharmacy with the speed of a fast-moving startup. We believe in changing the traditional pharmacy model for the better to provide a five-star experience. The Care Supervisor, Programs will lead key initiatives and programs aimed at positioning the pharmacy as an industry leader in patient experience, clinical services and overall care. This role includes cultivating and sustaining robust relationships with external partners, resolving intricate cases, and overseeing agents in pharmacy operations. The Care Supervisor, Programs will also serve as a point of contact for escalated issues from patients, providers, or partners and deliver exceptional customer service via phone, text, chat, and email. Further responsibilities include ensuring streamlined, compliant, and superior operations and propelling continuous improvement initiatives alongside stakeholders. The ideal candidate will possess a strong clinical background to support Specialty and Specialty-Lite programs, as well as manufacturer partnerships, exemplary leadership skills, and a dedication to enhancing patient care. This role requires strong ownership and accountability for team execution and performance outcomes. The ideal candidate excels in project management, driving program roadmaps, tracking milestones, and measuring success. They are skilled at aligning cross-functional teams and managing stakeholders to meet objectives. Effective communication, data-driven decision-making, and pharmacy systems proficiency are key. A solid understanding of regulatory compliance, along with the ability to identify risks and implement mitigation strategies, is essential for successful program delivery.

Requirements

4+ years experience working in a high volume pharmacy
2+ years of experience in a supervisory or leadership role
Doctor of Pharmacy (PharmD) degree from an accredited school of pharmacy.
Active pharmacist license in good standing in the United States.

Nice To Haves

Multi-State Licensure
Experience with partnership management
Experience using lean, Kaizen, or similar continuous improvement methodologies
Proficiency in project management tools within G-suite, JIRA, and data analysis tools such as Looker to independently build and interpret reports to drive decision making

Responsibilities

Develop, implement, and manage pharmacy programs, while driving alignment with partner, and organizational goals, and regulatory requirements.
Supervise daily execution of pharmacy programs, including new workflow and performance management, staff scheduling, and defect tracking, and reconciliation. This includes a quarterly supervisor rotation to cover all parts of the operation, including but not limited to Care and Hub Operations.
Ensure adherence to all local, state, and federal regulations, as well as company policies and procedures.
Lead, mentor, and develop a team of pharmacists and/or technicians, fostering a collaborative and high-performing environment.
Develop success rubrics and monitoring programs to implement and monitor quality across programs to maintain high standards of care and patient safety.
Identify areas for process improvement and implement changes to enhance efficiency and reduce defects. Partner with stakeholders for systematic improvements for scale.
Collaborate with internal teams (e.g., Enterprise liaisons. operations, P&T, DSA, Procurement) and external partners (Enterprise partner points of contact) to report and achieve program objectives.
Provide hands-on support to resolve escalated issues related to pharmacy programs or related patient care.
Contribute as a key stakeholder in routine touchpoints with external partners.