Supervisor, Patient Support

Knipper Health • Lakeland, FL

75d

About The Position

This is a critical position requiring excellent supervisor and customer interaction skills with a working knowledge of pharmacy processing. The individual is expected to oversee Patient Support Leads/Sales staff to convert Leads to patients within Eagle Pharmacy while ensuring patient satisfaction with Eagle Pharmacy. A solid record of successful sales is essential.

Requirements

• High school diploma or equivalent required; college degree preferred
• Three years of experience as a call center lead or supervisory position
• Call center sales/upselling experience required
• Familiarity with Microsoft Word, Excel, and Outlook
• Healthcare industry experience desired

Responsibilities

• Direct the workforce either directly or indirectly through the management hierarchy to include interviewing, selection, orienting, training, coaching, performance management, as appropriate
• Develops and implements strategies, tools, and training to ensure conversion of leads to patients/customers
• Oversees daily operations of Patient Support Services Leads/Sales team including quality of service, call flow, abandon, etc. Provides daily and monthly reporting as required
• Works in coordination with PSS and Pharmacy Operations to ensure efficient processes for patient care and retention
• Responsible for all aspects of employee management including but not limited to hiring, training, and performance management
• Monitors random calls to improve quality, minimize errors and track performance
• Aids patients and support staff with escalated calls and other unresolved issues
• Ability to design and/or prepare training/instructional materials, teaching aids and devices
• Able to clearly identify problem areas and report to senior management as needed
• Accurately completing other tasks as assigned by management

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees