Supervisor, Patient Support

Knipper•Lakeland, FL

9d•Onsite

About The Position

YOUR PASSION, ACTIONS & FOCUS is our Strength Become one of our Contributors Join the KnipperHEALTH Team! 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

This position requires a high school diploma or equivalent.
The candidate for this position should have three years of experience as a call center lead or supervisory position.
Call center sales/ upselling experience is required.
Candidates should be familiar with Microsoft Word, Excel, and Outlook.
Speak clearly, concisely and effectively; listen to and understand information and ideas as presented verbally; excellent oral and written communication skills
Ability to drive a team of call center representatives to attain key performance metrics.
Organize information in a clear and concise manner
Deal with people in a way that shows sensitivity, tact, and professionalism
Make a decision or solve a problem by using logic to identify key facts, explore alternatives, and propose quality solutions
Positive attitude with excellent sales and customer service mindset, working in a way that demonstrates a commitment to Incredible Service
Ability to handle multiple activities or interruptions at once
Focused team player, who can work in conjunction with pharmacists, pharmacy technicians, other departments, customers, and management
Strong interpersonal skills
Work independently with little supervision and meet daily deadlines
Computer proficiency to navigate required databases and operate in required software packages.
Able to work effectively under pressure
Ability to work flexible hours as needed
Ability to sit at computer using phone and headset for length of shift with breaks and lunch away from desk assigned per length of given shift

Nice To Haves

Candidates with a college degree are preferred.
Candidates with post high school or specialized training is a plus.
Candidates with healthcare industry experience are 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
The above duties are meant to be representative of the position and not all-inclusive.