Supervisor, Medication Adherence

ChenMed

1d•$22 - $31•Remote

About The Position

The Supervisor, Medication Adherence leads a group of Medication Adherence (MA) Technicians and also performs the duties of an MA Technician. The Supervisor is accountable for onboarding and training technicians, setting team standards, supervising performance, and helping patients receive organized medication support that addresses adherence challenges. This role works within the Operations Service Center and supports patients in accordance with corporate policies and regulations while meeting department quality, compliance, productivity, and customer-service standards. As an MA Technician, the Supervisor investigates why patients are late picking up refills, encourages patients without auto-refill to enroll, and closes the loop on overdue medications by routing refill needs to the care team or determining whether a patient has moved to an external pharmacy or is no longer prescribed the medication. The Supervisor provides excellent, empathetic customer service and helps identify and address barriers to medication adherence. The role manages Medication Adherence Call Center (MACC) workflows, workload, tools, resources, and performance monitoring; establishes workflow procedures and key performance indicators; delegates and follows up on work; troubleshoots escalated issues; and coordinates schedules, communications, meetings, and training. The position requires local, regional, divisional, or domestic travel of up to 10% of the time. The listed pay range is $22.00–$31.42 hourly; the role may also be eligible for bonuses or commissions. ChenMed describes its benefits as comprehensive and notes career development and advancement opportunities and work-life balance, with further benefits information linked in the posting.

Requirements

GED or high school diploma.
Pharmacy Technician or Medication Assistant certification.
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, written, verbal, listening, and pharmaceutical calculation 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 use discretion and care when handling sensitive or confidential patient, department, or company data.
Ability to interact with internal and external parties at all levels and convey information correctly.
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 of excellence and monitoring their performance.
Perform MA Technician duties, including investigating late medication pickups, encouraging eligible patients to enroll in auto-refill, and resolving overdue-refill issues by coordinating with the care team or identifying other reasons the medication is not being picked up.
Provide excellent customer service and help patients identify and address barriers to medication adherence.
Manage call center workload and execution in a fast-paced, structured environment.
Set standard operating procedures for the Medication Adherence Call Center workflow and determine its key performance indicators.
Close the loop on patient and care-team issues related to medication refills.
Handle numerous phone contacts per day.
Manage tools and resources required for the MACC.
Create a system for monitoring MACC progress, including the current Work In Progress report.
Notify developers when the Medication Adherence Tracking tool is not working properly.
Connect with the Part D payer connection to obtain external payer data not available in the tracking tool.
Delegate work, assign and follow up on messages left from the previous day, and monitor technician queues to maximize efficiency.
Resolve escalated pharmacy technician issues from the MACC team.
Assist with coordinator schedule creation and management.
Lead daily team meetings and communicate effectively in writing and verbally with employees across levels and departments.
Respond to 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 training sessions.
Monitor calls for quality assurance and maintain acceptable effectiveness, efficiency, and quality standards.
Follow policies and procedures and make timely decisions according to department standards.
Perform other duties as assigned or modified by the manager or Director.