Supervisor, Medical Pharmacy Contact Center

Orlando FL 32812

Job Description

This position leads and develops team member performance while supporting and enhancing business objectives and the customer experience. Responsible for the delivery of superior customer service by maximizing team member performance and efficiency, resolving escalated issues, assisting with client inquiries, ensuring compliance with policies and procedures, and adhering to effective scheduling. Motivates team members to peak performance through positive coaching, constructive and consistent feedback, and accountability. Demonstrates a commitment to the company's mission and vision, and supports activities that strengthen the client relationship and grows the organization.
  • Drives daily performance of team to ensure service level agreements (SLAs) and other business targets are achieved.
  • Provides consistent and constructive feedback to team members through coaching and developing, effective performance management, and positive recognition.
  • Oversees the annual goal setting and compensation process.
  • Supports initiatives within the department to achieve outstanding client implementation, retention, and customer experience.
  • Consistently monitors team members for quality and training purposes.
  • Provides and documents training and support to all team members.
  • Ensures compliance with policies and procedures.
  • Provides direction to team members on achieving departmental standards.
  • Consistently monitors volume and adjusts workflow accordingly.
  • Trends and reviews monthly team member performance in areas including, but not limited to adherence, quality, attendance, and productivity.
  • Actively participates in process improvement and project management activities.
  • Takes ownership for the customer experience and ensuring complete client satisfaction.
  • Maintains reliability and flexibility to ensure team and business needs are appropriately supported.
  • Effectively delegates workload to team in order to achieve departmental success.
  • Proactively addresses areas of opportunity for improvement.
  • Other duties as requested.

General Job Information

Title

Supervisor, Medical Pharmacy Contact Center

Grade

21

Job Family

Pharmacy Group

Country

United States of America

FLSA Status

United States of America (Exempt)

Recruiting Start Date

10/3/2019

Date Requisition Created

10/3/2019

Work Experience

Customer Service, Pharmacy, Supervisory, Utilization Management

Education

Bachelors, High School (Required)

License and Certifications - Required

License and Certifications - Preferred

CPT/LPT/PTCB/RPT, Pharmacy Technician, State Requirements - Pharmacy

Other Job Requirements

Responsibilities

  • Minimum of 3 years experience in pharmacy and/or healthcare industry.
  • Minimum of 1 year experience in a call center environment.
  • Strong working knowledge of Microsoft Office product suite, specifically Excel and Word.
  • Strong verbal and written communication skills.

Magellan Health Services is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled. Every employee must understand, comply and attest to the security responsibilities and security controls unique to their position.

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