Under the general direction of the Program Manager provides direct supervision for the team acting as the patient's advocate to ensure that the prescribed drug therapy and pharmacy care plan are followed as prescribed and meeting the medical social and personal needs of the patient.
- Responsible for training Pharmacy Care Coordinators (PCCs) in responding to patient inquiries requests and issues.
- Supervises the daily activities to ensure that productivity objectives are met including individual and team performance goals.
- Monitors the performance of staff members to ensure compliance with operating procedures and standard practices.
- Documents monitors and evaluates all PCC performance measures including phone system reports critical success measures end of month reports duties and responsibilities.
- Develops and updates operating procedures to facilitate efficient operations.
- Serves as the back-up and support of the manager as needed.
- Coaches and mentors PCCs in coordinating their prescribed pharmacy care with the patient's healthcare providers payers and other health related resources to ensure successful drug therapy outcomes and demonstrate value to patients healthcare providers and payers.
- Responds to patient inquiries requests and issues when situations get escalated to a higher level of authority other than a Customer Service Representative.
- Overseas the reporting of adverse events related to drug therapy and pharmacy care.
- Establishes and maintains strong customer relationships with internal and external parties.
- Actively participates in roundtable discussions with pharmacists nursing services program manager and pharmacy care coordinators to review cases and related drug therapy and pharmacy care plan issues.
- Tracks daily reporting of hours worked and Time Off Bank (TOB) through the Kronos time-keeping system.
- Performs related duties as assigned.
Requires broad training in fields such as business administration accountancy sales marketing computer sciences or similar vocations generally obtained through completion of a four year bachelor's degree program or equivalent combination of experience and education. Normally requires three (3) years of experience in a healthcare related call center environment physician's office or social service environment and a minimum of 1 - 3 years of supervisory experience.
- Proven supervisory experience.
- Strong time management organizational skills initiative professional demeanor and positive attitude.
- Knowledge required in OSRx and US Bioservices operations.
- Attention to detail quick study self-motivated proactive and the ability to work independently with a high degree of initiative
- Strong ability to communicate effectively both orally and in writing
- Leadership skills and ability to promote a positive team environment
- A champion for excellence efficiency and quality
- Ability to collaborate with other professionals within the organization
- Strong interpersonal skills
- Working knowledge of Microsoft Office Suite including Word Excel Access and Outlook