Customer Care Supervisor

Pharmacy Services Supervisor

At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable. Our vision is to fulfill the essential promise of pharmacy care and help people to live to their healthiest, happiest, and fullest potential.

Our mission is to be the disruptive force that drives meaningful change within pharmacy services.

Hybrid schedule. Shift: Monday to Friday from 10:30am - 7:00pm

Summary:

This is a critical position requiring excellent supervisor and customer interaction skills. The individual is expected to oversee Customer Care Advocates to ensure enhanced member satisfaction with Well Dyne by responding to phone calls, emails, and voice messages. Problem-solving skills are essential. This position supervises the focal point for all member inquiries regarding their pharmaceutical benefit coverage, whether at the retail or mail order level.

Essential Duties and Responsibilities:

• Supervises subordinate personnel.
• Oversees daily operation of Call Center including call flow, abandons, etc.
• Assists the Call Center Manager in: hiring, determining workload and delegating assignments.
• Monitors and evaluates Customer Care Advocate Performance.
• Creates performance reviews and recommends corrective or disciplinary actions.
• Monitors random calls to improve quality, minimize errors and track operative performance.
• Develops and maintains area specific records such as attendance and performance reports, etc.
• Provides assistance to members and CCAs with escalated calls and other unresolved issues.
• Coaches and re-trains as specific areas for improvement are identified.
• Ability to design and/or prepare training/instructional materials, teaching aids and devices; on occasion involving coordination with other departments.
• Able to clearly identify problem areas so as to address and/or update as needed.
• Builds and maintains relationships with clients and key personnel.

Education and Experience:

• High School Diploma required.
• Post High School or specialized training a plus.
• College Degree preferred.
• Three years' experience in call center environment, supervisory experience preferred.
• PBM or healthcare industry experience is desired.

Knowledge, Skills, and Abilities:

• Speak clearly, concisely and effectively; listen to and understand information and ideas as presented verbally; excellent oral and written communication skills.
• Organize information in a clear and concise manner.
• Deal with people in a manner which shows sensitivity, tact, and professionalism.
• Make a decision or solve a problem by using logic to identify key facts, explore alternatives, and propose quality solutions.
• Ability to work flexible hours as needed in a 24/7 environment.
• Ability to sit at a desk using a computer and phone/headset for a large majority of their day.

Work Environment / Physical Demands:
This position is in both a typical office environment which requires prolonged sitting in front of a computer and in an external environment where travel is required. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients.