Call Center Pharmacy Supervisor

About the Role

The patient outreach team plays a critical role in the success of Shields Health Solutions, and the supervisor will be the front-line manager responsible for ensuring that all team members are equipped with the skills and knowledge necessary to excel in their roles. This includes coaching on conversational techniques, auditing team performance, and addressing any performance concerns that may arise. The ideal candidate will have a strong background in pharmacy operations, excellent communication skills, and the ability to work in a fast-paced environment.

The role of the Call Center Pharmacy Supervisor is multifaceted, requiring a blend of technical knowledge, leadership skills, and the ability to drive growth and improvement in patient outreach services. The supervisor will work closely with hospital sites and regional operations teams to maintain and build strong relationships, ensuring that all parties are aligned and working towards the same goals.

What You Will Do

• Ensure that patient outreach coordinators consistently communicate with patients in a compliant and culturally sensitive manner, conveying the kindness and value of hospital-based pharmacies.
• Coach patient outreach coordinators on calling best practices, including conversational techniques such as active listening, understanding, responding, and confirming patients' concerns about their care, pharmacy needs, and socioeconomic situations.
• Complete audits of the team in various systems, including DialPad, TelemetryRX application, Electronic Medical Records, and other required systems to ensure effective communications with patients, efficient workflow, and compliant conversations.
• Work with a high sense of urgency to manage, monitor, and facilitate any issues and/or escalations related to outreach coordinators with hospital partners.
• Establish efficient workflows between patient outreach coordinators, onboarding specialists, and liaison teams via collaboration with clinical integration teams, on-site managers, and patient outreach management.
• Manage all aspects of ADP, PTO, and time reports for team members, ensuring that all administrative tasks are completed efficiently and accurately.
• Provide front-line supervision and ongoing coaching and performance management to patient outreach coordinators, addressing any performance concerns and developing plans for improvement.
• Monitor and act on all forms of communications between patient outreach and other clinical and operational teams as needed, ensuring seamless collaboration and effective issue resolution.
• Manage Telemetry applications, emails, Microsoft Teams communications, and other tools according to company policy, ensuring that all team members are aware of and adhere to these policies.

What We Are Looking For

• An active state pharmacy technician license and an active national pharmacy technician certification (PTCB or NHA).
• A high school degree or equivalent; a Bachelor's degree in business administration, business, or a related field is preferred.
• At least 5+ years of experience in customer support, client services, or sales, with a demonstrated and proven sales record.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with hospital sites and regional operations teams.
• Strong leadership skills, with the ability to coach, motivate, and develop a team of patient outreach coordinators and onboarding specialists.
• Proficiency in Microsoft Office, particularly Excel, and the ability to learn and adapt to new systems and technologies.
• A strong understanding of the healthcare industry, with knowledge of patient outreach services and the importance of compliant and culturally sensitive communication.

Nice to Have

• Experience in a supervisory or management role, with a proven track record of success in leading teams and driving growth and improvement in patient outreach services.
• Knowledge of DialPad, TelemetryRX application, Electronic Medical Records, and other systems relevant to patient outreach and healthcare operations.
• Certification in a related field, such as pharmacy operations or healthcare management, demonstrating a commitment to ongoing learning and professional development.
• Experience working in a remote or virtual team environment, with the ability to self-manage and work independently.

Benefits and Perks

• Competitive salary and benefits package, with opportunities for professional growth and development.
• The opportunity to work with a leading healthcare company, making a positive impact on the lives of patients and communities.
• Flexible working arrangements, including remote work options, to support work-life balance and employee well-being.
• Access to cutting-edge technology and systems, with ongoing training and support to ensure proficiency and success.
• A collaborative and dynamic work environment, with a team of dedicated professionals who are passionate about delivering exceptional patient care and outcomes.

• Ensure your resume and cover letter are tailored to the role, highlighting your experience in pharmacy operations, leadership skills, and ability to work in fast-paced environments.
• Prepare examples of times when you have successfully coached or managed teams, and be ready to discuss your approach to performance management and development.
• Familiarize yourself with the company's mission and values, and be prepared to discuss how your skills and experience align with these.
• Practice your communication skills, including conversational techniques such as active listening and culturally sensitive communication.
• Be prepared to discuss your experience with technology and systems relevant to patient outreach and healthcare operations, and your ability to learn and adapt to new systems.
• Consider creating a portfolio or examples of your work, such as coaching plans or performance improvement projects, to demonstrate your skills and experience to potential employers.