Position Summary:
The Supervisor, Patient Care has primary responsibility for supervision of Patient Care staff which responds to and resolves issues related to the prescription fulfillment process.
Essential Duties/Responsibilities:
Provide daily direction and communication to the team so that calls are answered in a timely, efficient and accurate manner
Assist and advise team in resolving problems and issues
Handle escalated calls
Manage monthly schedules, time sheets and attendance tracking
Monitor customer service calls to observe soft skills, technical accuracy and conformity to company policies
Participate with hiring and training of new staff
Evaluate processes and procedures, as well as suggest methods to improve operations, efficiency and service to both internal and external customers
Assist with development and achievement of departmental standard operating procedures
Manage direct reports in accordance with company policies
Lead and mentor team
Ensure team meets established performance goals, including quality and service level metrics
Manage promotions, transfers and dismissals
Other duties as assigned
Required Skills/Abilities:
Demonstrated ability to manage multiple priorities and deadlines
Ability to relate to people at all levels of an organization
An excellent facilitator who is experienced in resolving conflicts between different parties to a dispute
Capability to efficiently complete tasks in a fast paced environment
Ability to exercise considerable judgment, maintain confidentiality and act in a diplomatic manner
A well-organized and self-directed individual who is able to work with minimal amount of supervision
Ability to delegate and accomplish tasks through other people
Ability to work with peers in a team effort
Ability to work extended hours, weekends, and holidays pursuant with industry demands
Education/Experience:
Minimum 3 years’ experience in a customer service/call center environment
Staff management experience
Appropriate industry experience, preferably in the healthcare or mail order/specialty pharmacy industry
Proficient in Microsoft Office and industry related software programs
Preferred Skill/Abilities:
Medicare Part D knowledge
Bilingual in English and Spanish
Work Environment/Physical Requirements:
Includes a home based and/or call center environment, with exposure to excessive noise with minimal exposure to adverse environmental issues. Ability to sit for long periods of time.