[Remote] Supervisor, Medication Adherence
Note: The job is a remote job and is open to candidates in USA. ChenMed is transforming healthcare for seniors and changing America’s healthcare for the better. The Supervisor, Medication Adherence is responsible for onboarding and training the Medication Adherence Technicians, supervising their performance, and ensuring patients receive excellent customer service regarding their medication adherence. This role also involves troubleshooting issues, managing call center operations, and leading team communications.
Responsibilities
- Understands and follows policies and procedures
- Makes appropriate and timely decisions according to department standards, procedures and policies
- Sets the SOP for the workflow process for the Medication Adherence Call Center (MACC)
- Determines the KPIs for the MACC
- Closes the loop completely for patient/care team issues related to medication refills
- Handles numerous phone contacts per day
- Create a system that allows for monitoring the MACC’s progress which will include the current Work In Progress (WIP) report
- Inform the developers if the Medication Adherence Tracking tool is not working properly
- Connect with the Part D payer connection, for external payer data that is not in the Medication Adherence Tracking tool
- Follows-up/assigns all messages left from the previous day
- Monitors Technician queues to maximize efficiencies
- Solves escalated pharmacy technician issues from the MACC team
- Assists in Coordinator schedule creation and schedule management
- Leads daily team meetings
- Communicates in an effective manner (oral and written)
- Delivers an extraordinary customer experience by responding to inquiries and concerns
- Interacts with employees across various levels and departments
- Assists in training preparation, set-up and delivery
- Trains new team members using job aides and virtual training sessions
- Monitors calls for quality assurance
- Maintains acceptable performance standards, including effectiveness, efficiency, and quality
- Other duties as assigned and modified at manager’s or Director’s discretion
Skills
- GED or High School Diploma
- Certification as a Pharmacy Technician or Medication Assistant
- A minimum of 2 years of work experience in a medication dispensing/pharmacy setting
- A minimum of 2 years of leadership/supervisory experience strongly preferred
- Experience with Microsoft Office
- Experience with web-based customer relationship management systems
- Proficiency in keyboarding and navigating a windows environment
- Detailed knowledge and understanding of medication adherence practices, protocols, techniques, functions and processes
- Excellent interpersonal skills, telephone communications skills and pharmaceutical calculation skills
- Excellent written, verbal, listening and interpersonal communication skills
- Must possess a customer service mindset with the ability to remain patient, calm and empathetic in challenging situations
- Ability to make sound decisions and conduct follow ups for problematic situations that may arise during the established process
- Ability to practice discretion and care on a regular basis when working with sensitive/confidential data pertaining to the patient, department, or company
- Ability to interact with all levels of internal and external parties, to convey information correctly and always represent ChenMed and its entities in the most favorable manner
- Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, database, and presentation software
- Ability and willingness to travel locally, regionally, divisionally or domestically up to 10% of the time
- Ability to prioritize, organize, and multi-task
- Able to train personnel
- Scheduling experience
- Able to deal with a fast-paced environment
- Positive, cooperative, and collaborative attitude
- Spoken and written fluency in English
Benefits
- This is a fully remote position with benefits and bonus package included.
- The posted pay range represents the base hourly rate or base annual full-time salary for this position. Final compensation will depend on a variety of factors including but not limited to experience, education, geographic location, and other relevant factors. This position may also be eligible for a bonuses or commissions.
- Employee Benefits https://chenmed.makeityoursource.com/helpful-documents
- With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow.
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