[Hiring] Supervisor, Call Center Pharmacy Technician @CVS Health

Role Description

The Supervisor of the Pharmacy Technician team helps us meet our goal of successfully providing the best care anywhere for our patients by providing quality and efficient service to patients. This role will supervise a team of approximately 15-17 pharmacy technicians, including:

• Recorded call monitoring
• Motivating, recognizing, coaching, and counseling
• Training and resolving escalated patient issues
• Communicating patient needs and requests to the care teams in the clinics

This position will report to the Manager, Pharmacy Programs.

Core Responsibilities:

• Supervise the day-to-day operation of a team of Pharmacy Technicians and be responsible for performance management and providing feedback in collaboration with the manager of the team.
• Provide continual evaluation of processes and procedures; suggest methods to improve area operations, efficiency, and service.
• Train Pharmacy Technicians on new processes/process changes and ensure the team has effective training and resources.
• Create and maintain dashboards to track team and individual productivity and performance.
• Provide regular performance feedback and coaching to each team member; write and administer performance reviews for skill improvement.
• Create and maintain a high-quality work environment to motivate team members.
• Work as a member/leader of special or ongoing projects important to area/process development.
• Use appropriate judgment in upward communication regarding department or agent concerns.
• Monitor daily platform needs, including phone queues, DoseSpot, RX CareRequests, Salesforce, RXEffect, and team chats.
• Monitor and resolve Service Recovery cases.
• Responsible for maintaining licensure and certification.
• Complete all Continuing Education expectations.
• Other duties, as assigned.

Remote Work Requirements

• Establish a designated virtual work location within the state and city where they have confirmed they currently live.
• Functioning phone and internet access sufficient to support work responsibilities.
• ISP requirements include minimum internet speeds of 10MB upload/100 MB download.
• Quiet work environment compliant with CVS Health and HIPAA guidelines.
• Desk or table for work.
• The company will provide equipment (keyboard, monitor, ethernet cord, computer, headset, etc.).
• Applicants must provide their own workspace furniture and ensure a quiet and safe workspace.

Qualifications

• Minimum 2 years of previous management/supervisory/leadership experience.
• Healthcare Call center experience.
• Certified Pharmacy Technician (CPhT) certification required.
• Excellent leadership, team building, and management skills.
• Ability to multitask, prioritize, and manage time effectively.
• A flexible and positive attitude with a high level of integrity.
• An effective coach and trainer who can communicate with individuals with multiple different learning styles.
• Outstanding phone demeanor and etiquette.
• Computer proficiency, including Google Docs and Sheets.
• Able to give and receive feedback effectively.
• US work authorization.
• Someone who embodies being “Oaky”.

What does being “Oaky” look like?

• Radiating positive energy.
• Assuming good intentions.
• Creating an unmatched patient experience.
• Driving clinical excellence.
• Taking ownership and delivering results.
• Being relentlessly determined.

Benefits

• Mission-focused career impacting change and measurably improving health outcomes for Medicare patients.
• Paid vacation, sick time, and investment/retirement 401K match options.
• Health insurance, vision, and dental benefits.
• Opportunities for leadership development and continuing education stipends.
• New centers and flexible work environments.
• Opportunities for high levels of responsibility and rapid advancement.
• Company-provided work-from-home equipment, including a laptop, computer monitor, docking station, keyboard, mouse, and USB ethernet adapter.

Company Description

Oak Street Health is on a mission to “Rebuild healthcare as it should be”, providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient’s communities, and focused on the quality of care over volume of services. We’re an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody “Oaky” values and passion for our mission.