Supervisor, Patient Care

Position Summary:  

The Supervisor, Patient Care has primary responsibility for supervision of Patient Care staff which responds to and resolves issues related to the prescription fulfillment process. 

Essential Duties/Responsibilities:  

Provide daily direction and communication to the team so that calls are answered in a timely, efficient and accurate manner 

Assist and advise team in resolving problems and issues 

Handle escalated calls  

Manage monthly schedules, time sheets and attendance tracking 

Monitor customer service calls to observe soft skills, technical accuracy and conformity to company policies 

Participate with hiring and training of new staff  

Evaluate processes and procedures, as well as suggest methods to improve operations, efficiency and service to both internal and external customers 

Assist with development and achievement of departmental standard operating procedures 

Manage direct reports in accordance with company policies 

Lead and mentor team 

Ensure team meets established performance goals, including quality and service level metrics  

Manage promotions, transfers and dismissals  

Other duties as assigned 

Required Skills/Abilities:

Demonstrated ability to manage multiple priorities and deadlines 

Ability to relate to people at all levels of an organization  

An excellent facilitator who is experienced in resolving conflicts between different parties to a dispute 

Capability to efficiently complete tasks in a fast paced environment 

Ability to exercise considerable judgment, maintain confidentiality and act in a diplomatic manner 

A well-organized and self-directed individual who is able to work with minimal amount of supervision 

Ability to delegate and accomplish tasks through other people 

Ability to work with peers in a team effort 

Ability to work extended hours, weekends, and holidays pursuant with industry demands  

Education/Experience:

Minimum 3 years’ experience in a customer service/call center environment  

Staff management experience  

Appropriate industry experience, preferably in the healthcare or mail order/specialty pharmacy industry 

Proficient in Microsoft Office and industry related software programs 

Preferred Skill/Abilities:  

Medicare Part D knowledge 

Bilingual in English and Spanish 

Work Environment/Physical Requirements:  

Includes a home based and/or call center environment, with exposure to excessive noise with minimal exposure to adverse environmental issues. Ability to sit for long periods of time.