Supervisor, Medication Adherence

ChenMed•Miami Gardens, FL

1d•$22 - $31•Remote

About The Position

The Supervisor, Medication Adherence leads Medication Adherence (MA) Technicians and is also responsible for performing the duties of an MA Technician. The Supervisor ensures the team performs at a high level in a call center or virtual environment, models company values and positive conduct, and establishes standards of excellence. The role includes onboarding, training, supervising performance, and helping patients receive organized medication support that addresses adherence challenges. As an MA Technician, the Supervisor investigates late refills, encourages patients who are not enrolled in auto-refill to sign up, and follows up on overdue medications by routing refill requests to the care team or determining whether the patient uses an external pharmacy or no longer takes the medication. The Supervisor provides excellent customer service and works to identify and address barriers to medication adherence. This position is part of the Operations Service Center and serves patients in accordance with corporate policies and regulations while meeting quality, compliance, and productivity standards. The role operates in a fast-paced, structured call center environment and may require local, regional, divisional, or domestic travel up to 10% of the time.

Requirements

GED or high school diploma.
Certification as a Pharmacy Technician or Medication Assistant.
At least 2 years of work experience in a medication dispensing or pharmacy setting.
Experience with Microsoft Office.
Experience with web-based customer relationship management systems.
Proficiency in keyboarding and navigating a Windows environment.
Detailed knowledge and understanding of medication adherence practices, protocols, techniques, functions, and processes.
Excellent interpersonal, telephone communication, pharmaceutical calculation, written, verbal, and listening skills.
Customer-service mindset and ability to remain patient, calm, and empathetic in challenging situations.
Ability to make sound decisions and follow up on problematic situations.
Ability to exercise discretion when handling sensitive or confidential patient, department, or company data.
Ability to interact with internal and external parties at all levels and represent the company favorably.
Ability to prioritize, organize, and multitask in a fast-paced environment.
Ability to train personnel and experience with scheduling.
Positive, cooperative, and collaborative attitude.
Fluency in spoken and written English.
Willingness and ability to travel locally, regionally, divisionally, or domestically up to 10% of the time.

Responsibilities

Lead, onboard, train, and supervise Medication Adherence Technicians, setting standards for team performance.
Perform Medication Adherence Technician duties, including investigating late refills, encouraging auto-refill enrollment, and resolving overdue medication issues with patients and care teams.
Establish standard operating procedures and key performance indicators for the Medication Adherence Call Center (MACC).
Manage call center workload, technician queues, tools, resources, and execution to maximize efficiency.
Create and maintain a system for monitoring MACC progress, including a current Work In Progress report.
Notify developers when the Medication Adherence Tracking tool is not functioning properly.
Connect with the Part D payer connection to obtain external payer data not available in the Medication Adherence Tracking tool.
Delegate work, assign messages left from the prior day, and follow up on assigned work.
Troubleshoot and resolve escalated pharmacy technician issues from the MACC team.
Assist with coordinator schedule creation and schedule management.
Lead daily team meetings and communicate effectively with employees across departments and levels.
Respond to patient inquiries and concerns to deliver an extraordinary customer experience.
Assist with training preparation, setup, and delivery; train new team members using job aids and virtual sessions.
Monitor calls for quality assurance and maintain performance standards for effectiveness, efficiency, and quality.
Follow policies and procedures, make timely decisions, and complete other duties as assigned or modified by management.