Supervisor, Call Center Pharmacy Technician
About The Position
The Supervisor of the Pharmacy Technician team supports the delivery of quality, efficient service to patients and helps provide the best care anywhere. Pharmacy technicians receive inbound calls and make outbound medication-adherence calls to patients and pharmacies. The supervisor leads a team of approximately 15–17 technicians, overseeing call quality, performance, coaching, training, issue resolution, and communication of patient needs to clinic care teams. This position reports to the Manager, Pharmacy Programs. The role oversees daily team operations, monitors performance and service quality, improves processes, maintains productivity dashboards, and supports projects and target metrics. It also monitors daily platform needs and resolves Service Recovery cases. The position is remote, with a designated home work location, reliable phone and internet access, a quiet HIPAA-compliant workspace, and company-provided computer equipment. Colleagues provide their own workspace furniture.
Requirements
- At least 2 years of management, supervisory, or leadership experience.
- Healthcare call center experience.
- Certified Pharmacy Technician (CPhT) certification.
- Excellent leadership, team-building, and management skills.
- Ability to multitask, prioritize, and manage time effectively.
- Flexible and positive attitude with a high level of integrity.
- Ability to coach and train people with different learning styles.
- Outstanding phone demeanor and etiquette.
- Computer proficiency, including Google Docs and Sheets.
- Ability to give and receive feedback effectively.
- US work authorization.
- Ability to meet remote-work requirements, including a designated work location in the state and city where the employee lives, functioning phone and internet, minimum internet speeds of 10 MB upload and 100 MB download, ability to hardwire the computer to the modem/router, and a quiet, HIPAA-compliant workspace with a desk or table.
Responsibilities
- Supervise the day-to-day operations of a Pharmacy Technician team and manage performance in collaboration with the team manager.
- Provide daily direction and communication so patient calls are answered in a timely, efficient, and knowledgeable manner.
- Evaluate processes and procedures and suggest improvements to operations, efficiency, and service.
- Train technicians on new processes and process changes, ensuring they have effective training and resources.
- Create and maintain dashboards tracking team and individual productivity and performance.
- Provide regular performance feedback and coaching, and write and administer performance reviews.
- Maintain a high-quality work environment and establish procedures and processes supporting company and departmental standards and strategic directives.
- Participate in or lead projects supporting area and process development, and partner with colleagues to achieve target metrics and a positive patient experience.
- Use appropriate judgment when communicating department or agent concerns upward.
- Monitor daily platform needs, including phone queues, DoseSpot, RX CareRequests, Salesforce, RXEffect, and team chats.
- Monitor and resolve Service Recovery cases.
- Maintain licensure and certification and complete continuing education expectations.
- Perform other duties as assigned.
Benefits
- Paid vacation and sick time.
- 401(k) match options.
- Health insurance, including medical, vision, and dental coverage.
- Leadership development opportunities.
- Continuing education stipends.
- Flexible work environments.
- Opportunities for high levels of responsibility and rapid advancement.
- Company-provided work-from-home equipment.
- Paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
