Education & Outreach Supervisor, Clinical Pharmacy Operations

Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make. Job Posting Title Education & Outreach Supervisor, Clinical Pharmacy Operations

Job Description

Serves as a member of the Service Operations Management Team. Leads and grows the performance of a team of customer service agents while supporting and enhancing customer experiences and business objectives. Responsible for day-to-day tactical activities, performance trending, performance managing/ coaching/developing agents and time management. Responsible for the delivery of superior customer service by maximizing employee performance and ensuring calls are answered effectively and efficiently by supervising incoming calls, resolving escalated calls, assisting agents with any client related questions, ensuring agents adherence to schedules and ensuring compliance to policies and procedures. Motivates agents to peak performance through positive coaching, constructive feedback and incentives, demonstrates a commitment to the company`s mission and vision, and supports activities that strengthen the client relationship and grow the organization.

Responsibilities

• Conduct regular meetings with external stakeholders and clients to gather requirements, align on project goals, and ensure clear communication throughout the project lifecycle.
• Drives the daily performance of a team of customer service agents ensuring SLAs and other business targets are met and exceeded.
• Collects and provides timely, productive and measurable feedback to ensure recognition, process changes and development opportunities are maximized.
• Oversees the team`s annual goal setting process, performance evaluations and performance improvement plans.
• Supports agents, business and brand initiatives, especially as related to achieving outstanding client experiences, including engaged daily floor support, escalated customer resolution and engagement in training and support areas as needed.
• Remains alert to conversations on the floor, monitoring agents for quality and training purposes.
• Reviews new and updated accounts with Agents (one-on-one).
• Ensures agents compliance with policies and procedures.
• Provides direction to agents on achieving departmental standards while encouraging and motivating them in promoting customer loyalty, employee recognition, and revenue generation.
• Monitors call traffic and makes adjustments based on call center traffic patterns.
• Produces monthly team report detailing team activity, trend analysis, goals/objective status and special projects.
• Actively participates in process / project conversations, emails and activities that will improve effectiveness/experience for client, agents, leadership, brands or partner departments
• Displays ownership and accountability for the customer experience, employee relations, core business metric targets/ contributing factors and understanding of the organizations policies and procedures.
• Maintains reliability and flexibility to ensure team and business needs are appropriately supported.
• Delegates work to agents as needed.
• Proactively addresses call center concerns and identifies areas of opportunity.
• Handles system emergencies with direction from IT department and/or appropriate vendor.
• Assists with task assignments in the Manager's absence.
• Performs other related duties and special projects as requested.

Education & Experience

• Education Level
• GED
• High School
• Required
• Yes
• Yes
• Field of Study
• Experience Level
• 2+ years
• 2+ years
• Required
• Yes
• Yes
• Details
• Customer Service
• PBM (Pharmacy Benefit Management)

Must be eligible to work in the United States without the need for work visa or residency sponsorship. Additional Qualifications

• Must have an active pharmacy technician licensure or registration in accordance with state requirements.
• If state does not require an exam for licensure/registration, must possess both active pharmacy technician licensure or registration in accordance with state requirements AND an active national certification (e.g., PTCB or ExCPT).
• In states that do not require licensure or registration, must have an active national certification (e.g., PTCB or ExCPT).
• Active pharmacist license supersedes requirement for CPT and/or PTCB.
• Minimum of 3 years of experience in a high volume call center and Pharmacy Benefit Management (PBM) experience required.
• For positions supporting Medicare Part B, requires 2+ years of experience in Medicare Part B.

Preferred Qualifications

• 1 year of leadership/management experience in a direct or indirect capacity.
• Client facing or client management experience preferred.

Physical Demands

• Must be able to remain in a stationary position 50% of the time. Must be able to "move or traverse"
• Must be able to constantly operate a computer and/or other office productivity equipment
• Must be able to hear and constantly communicate information and ideas. Must be able to exchange accurate information
• Occasionally required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds

Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their job, and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures. Potential pay for this position ranges from $53,000.00 - $85,000.00 based on experience and skills. Prime Therapeutics LLC is proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex (pregnancy, sexual orientation, and gender identity), national origin, disability, age, veteran status, or any other legally protected class under federal, state, or local law. We welcome people of different backgrounds, experiences, abilities, and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. Prime Therapeutics LLC is a Tobacco-Free Workplace employer. Positions will be posted for a minimum of five consecutive workdays. Apply Job! Apply to this Job