[Hiring] Supervisor, Patient Support @Caretria

Role Description

The Supervisor manages program staff, activities, processing, order fulfillment and deliverables associated with assigned Program(s).

• Direct the work force either directly or indirectly through the management hierarchy to include interviewing, selection, orienting, training, coaching, performance management, as appropriate.
• Coordinate and supervise the daily activities of a team pharmacy members and programs that range from routine to moderately complex. Typically, does not spend more than 5% of time performing the same work as those supervised.
• Assist with monitoring attendance, weekly time approval, and PTO requests.
• Ensure agents understand and comply with all pharmacy objectives, performance standards, and policies.
• Assist Team Leads with answering agent questions regarding best practices or difficult calls.
• Ensure necessary changes are made in staffing based on day of week, volume of work, client priority, or other anticipated or unanticipated events to ensure SLAs are achieved.
• Identify operational issues, suggest, and implement improvements.
• Perform QA on agent phone calls.
• Monitor and evaluate agent performance, train, coach, and escalate performance issues as necessary.
• Monitor Key Performance Indicators (KPIs) – Identify, track, and utilize KPIs to achieve business objectives and drive continuous process improvement.
• Perform routine audits to ensure standard operating procedure (SOP) compliance.
• Ensure training plan is coordinated with training department for new hires.
• Prepare reports and analyze data to assist management as they determine client program goals.
• Work with other supervisors and management team members to support agents and maximize customer satisfaction.
• Keep management updated on all activities, metrics, and issues.
• Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or action.
• Monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
• Ensure that staff receive the training needed to be proficient in their roles.
• Answer questions and requests, respond to and refer inquiries to the Pharmacist when necessary.
• Provide high quality customer service to patients and doctors while protecting patient confidentiality.

Qualifications

• Bachelor's Degree with three (3) or more years related experience or equivalent combination of education and experience.
• Three (3) years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field.
• Two (2) years of supervisory experience.
• Experience with HIPAA, PDMA, cGMP adverse events.

Requirements

• Specialty pharmacy experience.
• Supervisory experience in a call center environment.
• Project management experience.
• Bi-lingual, English and Spanish.

Knowledge, Skills & Abilities

• Ability to coach, train, and motivate employees and evaluate their performance.
• Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners).
• Able to manage one's own time and that of their direct reports; seeks agreement on resource allocation taking into account all stakeholders; demonstrates frugality by properly preparing and adhering to budgets; seeks ways to decrease cost and spend only on things that improve customer satisfaction.
• Personal initiative and commitment to team and organizational goals.
• Ability to work independently with minimal supervision.
• Ability to work under pressure and appropriately prioritize responsibilities.
• Ability to accept changing workflows and unexpected demands requiring flexibility.
• Excellent verbal and written communication skills.
• Excellent analytical, problem solving and decision-making skills.
• Excellent interpersonal and customer service skills.
• Excellent organization skills with attention to detail.
• Excellent typing / keyboarding skills.
• Ability to learn from a variety of techniques.
• Ability to accept ambiguity at times and apply decision making skills to determine course of action.
• Ability to follow established process flows.
• Ability to perform accurately and efficiently when inputting information into computer software.
• Ability to effectively multi-task.
• Strong computer skills including Microsoft Office products.
• Basic math skills.
• Ability to recognize subtle differences in names and numbers.
• Ability to work effectively in highly stressful situations, exhibiting flexibility in changing situations.

Physical Demands

• Location of job activities 100% inside.
• Extensive manual dexterity (keyboarding, mouse, phone).
• Constant use of phone for communication.
• Noise and/or vibrations exposure.
• Frequently reach (overhead), handle, and feel with hands and arms.
• Sit for prolonged periods of time.
• Occasionally stoop, kneel, and crouch.
• Occasionally lift, carry, and move up to 25 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation and Benefits

The expected base pay range for this position is $50,000-60,000 per year. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include:

• Access to health, dental, and vision insurance.
• Retirement plan options.
• Paid time off.
• Paid parental leave.
• Employee assistance programs.
• Other perks.
• Eligible employees may also have access to performance bonuses.

Company Description

CareTria is an Equal Opportunity Employer.