Full Time
Aurora, Co
$24-$30/hr
POSITION SUMMARY
The Customer Care Call Center Supervisor acts as a lead for the Customer Service Technicians in the Grane Rx Denver PACE team. This position requires daily email and phone call communication with Customer Service Team Members regarding process-related questions. The Customer Care Call Center Supervisor assists the Pharmacy Manager, Order Entry Supervisor and other management team members with operational process improvement and changes, as well as ensures adherence by team members to operational processes. Additional duties include assignment of tasks for Customer Service Team Members through daily and weekly lineups, coordination of training for new team hires and group refresh, overseeing Team Member responses to customers and vendors, and assisting with scheduling and payroll.
KEY RELATIONSHIPS
The Customer Care Call Center Supervisor reports to the Pharmacy Manager and works with Customer Care Team Members daily. This position works in a Shared Services environment, which includes Customer Service, Order Entry, and Staff Pharmacists. The Customer Care Call Center Supervisor is to collaborate consistently with the Pharmacy Manager and Order Entry Supervisor on process improvement of Operational workflow. This position works with team members and management in Pharmacy Operations, Billing, and Inventory.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Supervise customer service technicians’ work on a daily basis.
- Organization of payroll punches through utilization of Kronos, as well as providing approval of timecards.
- Oversee customer service team members and act as a resource for related questions from Processing Team.
- Assign team members to tasks on a weekly basis, including through the utilization of lineup and assignments.
- Facilitate training of newly-hired team members, either through conducting the training or facilitating training.
- Coordinate refresh training sessions for current customer service team members on various operational workflows and procedures upon request from team and/or leadership.
- Monitor internal and customer/vendor email and phone communications conducted by customer service team.
- Support Pharmacy Manager in development of internal workflows.
- Provide input and oversight to current processes and perform quality checks to ensure that the customer service team is following standard operations procedures.
- Assess on a routine basis if all customer service team members have the resources and training necessary to perform their jobs effectively according to current policies and procedures.
- Manage the receipt, resolution, and association of written/faxed/emailed/ERx prescriptions or refill requests in a computer-based document management system.
- Ensure first-call resolution of questions/issues; effectively assess customer needs; request additional help and escalate to Pharmacy Manager or other management, as needed.
- Work with Pharmacy Manager and other team members to build and improve relationships with back-up pharmacies
- Maintain knowledge and training on all applicable processes and systems in order to troubleshoot and assist in workflow if needed.
- Serve as a role model by demonstrating company core values.
- Assist with the continued updating of Operational processes and procedures.
- Maintain current working knowledge of PACE facility policies and procedures as relates to pharmacy services
- Assist Transition Team in onboarding of new customers.
- May rotate through all pharmacy shifts on a periodic basis including, but not limited to weekends and evenings.
- Full adherence to Company HIPAA and FWA policies.
- Additional duties as assigned.
EXPERIENCE, SKILLS AND EDUCATIONAL REQUIREMENTS
- High School diploma or equivalent is required; CPhT, AA or other college degrees are preferred.
- PTCB certified
- Colorado Pharmacy Technician License
- At least 3 years of pharmacy customer service and/or order entry experience is preferred.
- Exemplary phone and email communication skills.
- Strong written skills, as demonstrated through email communication.
- Working knowledge of Long Term Care and/or PACE pharmacy.
- Prior experience with FrameworkLTC and FrameworkECM is preferred.
- Competent in Microsoft Office, including Word, Excel, Outlook, and PowerPoint
- Able to quickly become proficient in software systems that include FrameworkLTC, FrameworkECM, Salesforce, and SAP BusinessObjects
ADDITIONAL SKILLS AND REQUIREMENTS
- Strong interpersonal and assertive leadership skills
- Well-developed verbal and written communication skills
- Ability to confidently present to an audience in-person and via phone/video
- Critical thinking skills, and ability to research various issues/topics that come up in day to day tasks
- Ability to maintain composure while working in a fast-paced environment
- Ability to meet deadlines and be flexible
- Good math and analytic skills
- Well-organized and detail oriented
- Positive mental attitude
- Adaptable to changing workflow due to team needs
- Adherence to the core values of the company which include accountability, integrity, making a difference, quality, respect, stewardship, and teamwork
Information contained in this description represents the general nature of work being performed. This is not an exhaustive list of all responsibilities, duties and skills required for the position. Reasonable accommodations will be considered in appropriate circumstances; however, as the nature of an accommodation may vary depending on the needs and desires of an individual with a disability, it is impossible to describe in advance specific accommodation that will be considered.
NOTE: Company management reserves the right to amend and revise responsibilities to meet business and organizational needs.
GRX01
Job Type: Full-time
Pay: $24.00 - $30.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Paid training
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
Experience:
- Pharmacy technician: 3 years (Preferred)
- Sales: 1 year (Preferred)
- Order entry: 3 years (Preferred)
- LTC pharmacy: 1 year (Required)
- PACE: 3 years (Required)
License/Certification:
- Colorado Pharmacy Technician License (Required)
- Driver's License (Required)
Ability to Commute:
- Aurora, CO 80011 (Required)
Ability to Relocate:
- Aurora, CO 80011: Relocate before starting work (Required)
Work Location: In person