Supervisor, Medication Adherence

ChenMed

1d•$22 - $31•Remote

About The Position

We are a rapidly expanding healthcare organization seeking innovative and entrepreneurial-minded individuals to join our team. We are different from most primary care providers and are changing lives every day for our patients and team members. The Supervisor, Medication Adherence is responsible for onboarding and training Medication Adherence Technicians, setting performance standards, and supervising their work to ensure patients understand their medications and overcome adherence challenges. This role also involves acting as a Medication Adherence Technician, investigating reasons for late prescription pickups, encouraging auto-refill enrollment, and resolving issues related to medication adherence barriers. The ideal candidate will provide excellent customer service, support better health outcomes, and embody our patient promise, serving patients according to corporate policies and regulations while meeting department quality, compliance, and productivity standards. This is a fully remote position with benefits and a bonus package.

Requirements

GED or High School Diploma.
Certification as a Pharmacy Technician or Medication Assistant.
A minimum of 2 years of work experience in a medication dispensing/pharmacy setting.
Detailed knowledge and understanding of medication adherence practices, protocols, techniques, functions and processes.
Excellent interpersonal skills, telephone communications skills and pharmaceutical calculation skills.
Excellent written, verbal, listening and interpersonal communication skills.
Must possess a customer service mindset with the ability to remain patient, calm and empathetic in challenging situations.
Ability to make sound decisions and conduct follow ups for problematic situations that may arise during the established process.
Ability to practice discretion and care on a regular basis when working with sensitive/confidential data pertaining to the patient, department, or company.
Ability to interact with all levels of internal and external parties, to convey information correctly and always represent ChenMed and its entities in the most favorable manner.
Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, database, and presentation software.
Ability to prioritize, organize, and multi-task.
Able to train personnel.
Scheduling experience.
Able to deal with a fast-paced environment.
Positive, cooperative, and collaborative attitude.
Spoken and written fluency in English.
Experience with Microsoft Office.
Experience with web-based customer relationship management systems.
Proficiency in keyboarding and navigating a windows environment.

Nice To Haves

A minimum of 2 years of leadership/supervisory experience strongly preferred.
Ability and willingness to travel locally, regionally, divisionally or domestically up to 10% of the time.

Responsibilities

Onboarding and training Medication Adherence Technicians.
Setting standards of excellence for the team and supervising their performance.
Investigating why patients are late to pick up their refills.
Calling patients who do not have auto-refill to encourage enrollment.
Closing the loop for patients who have not picked up medications on time by routing to the care team, determining if the patient has moved to an external pharmacy, or is no longer prescribed the medication.
Providing excellent customer service and approaching every interaction as an opportunity to support better health.
Ensuring patients have addressed and are prepared to solve for barriers to medication adherence.
Serving patients according to corporate policies and regulations.
Achieving department quality, compliance, and productivity standards.
Works in a fast-paced, structured call center environment.
Understands and follows policies and procedures.
Makes appropriate and timely decisions according to department standards, procedures and policies.
Manages call center workload/execution.
Sets the SOP for the workflow process for the Medication Adherence Call Center (MACC).
Determines the KPIs for the MACC.
Closes the loop completely for patient/care team issues related to medication refills.
Handles numerous phone contacts per day.
Manages tools and resources required to perform the duties for the MACC.
Create a system that allows for monitoring the MACC’s progress which will include the current Work In Progress (WIP) report.
Inform the developers if the Medication Adherence Tracking tool is not working properly.
Connect with the Part D payer connection, for external payer data that is not in the Medication Adherence Tracking tool.
Delegates work.
Follows-up/assigns all messages left from the previous day.
Monitors Technician queues to maximize efficiencies.
Solves escalated pharmacy technician issues from the MACC team.
Assists in Coordinator schedule creation and schedule management.
Leads daily team meetings.
Communicates in an effective manner (oral and written).
Delivers an extraordinary customer experience by responding to inquiries and concerns.
Interacts with employees across various levels and departments.
Assists in training preparation, set-up and delivery.
Trains new team members using job aides and virtual training sessions.
Monitors calls for quality assurance.
Maintains acceptable performance standards, including effectiveness, efficiency, and quality.
Other duties as assigned and modified at manager’s or Director’s discretion.