When you join the team as a Health Care Call Center Program Supervisor, you'll have the opportunity to make a difference in the lives of our patients each day as they look to you as part of their dedicated support team for helping them navigate the tricky process to getting access to their complex medication. You will provide leadership to a team who will compassionately deliver an exceptional experience to many patients per day always remembering that every prescription or document belongs to a real person who is looking for thorough and efficient management of their records. You'll adjust your approach to their needs by communicating clearly, focusing on the accuracy of the details of their medical records and your mastery of the program requirements, and ensuring their prescriptions or cases are handled timely.
A typical day in the life of a Supervisor will include the following:
The Supervisor responsibilities include, but are not limited to the following:
Daily program operational management
Ensures contracted Service Level Agreement adherence
Responsible for the implementation and on-going management of client specific business rules
Proactively communicates to team daily to ensure engagement and alignment to daily program operations and goals
Team hiring, development and training
Ensures daily program staffing levels are consistent with daily program needs
Ensure that direct reports receive the training needed to be proficient in their roles
Works proactively with Human Resources to develop a steady pipeline of potential candidates as needed to meet current and future program needs
Provides consistent, timely coaching and development for direct reports for a functional area
Reporting of Adverse Events/ Product Complaint inquiries received in accordance with SOP and good manufacturer practices
This job might be for you if:
The candidate must possess the following personal attributes:
Exceptional leadership skills with the ability to engage and motivate the team for ongoing program results
Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners)
Accountability for results and team performance
Ability to plan and prioritize tasks and strong attention to detail
Ability to manage disruptive impulses and handle potentially stressful situations
Proficient emotional intelligence (ability to recognize emotions and their effects)
Ability to handle personal health information with confidentiality
Commitment to honesty and integrity
Professionalism and a strong sense of proper business and customer service etiquette
Clear verbal and written communication skills
Proficient computer skills
Adaptability to change
Personal initiative and commitment to team and organizational goals
Ability to work effectively within a team
A positive attitude!
Requirements:
2+ years of experience in the healthcare industry
Bachelor’s degree or higher strongly preferred
Previous personnel/team management experience
Knowledge of the specialty drug product marketplace, health insurance claims processing, and commercialization of products and working with manufacturers is a plus
Previous experience leading customer service teams is a plus
We are located in Jeffersonville, IN. You must be willing to work in this location; PharmaCord does reimburse for tolls if applicable, at the frequent user rate. This rate is applied after 40 trips per month (valued at $678.60 per year)
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