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USSC Call Center Supervisor

Summary

This is a critical position requiring excellent supervisor and customer interaction skills. Individual is expected to oversee Patient Care Advocates to ensure enhanced patient satisfaction with US Specialty Care by responding to phone calls, emails and voice messages. Problem solving skills are essential. This position supervises the focal point for all patient inquiries regarding their specialty prescription orders.

Essential Duties and Responsibilities

  • Supervises subordinate personnel.
  • Oversees daily operation of Call Center including call flow, average speed of answer, abandons, etc.
  • Assists the pharmacy management team in: hiring, determining workload and delegating assignments, and meeting important metrics for pharmacy accreditation.
  • Monitors and evaluates Patient Care Advocates performance.
  • Creates/implements 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 patients and Patient Care advocates 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.

Required Skills

  • 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 empathy, 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 dynamic environment
  • Ability sit at a desk using a computer and phone/headset for a large majority of their day.

Education

  • High School Diploma required.
  • Post High School or specialized training a plus.
  • College Degree preferred.
  • CPhT Strongly preferred

Experience

  • Experience in call center supervisory position preferred.
  • Specialty pharmacy, PBM or healthcare industry experience is desired.
  • This position is located in Lakeland, FL.

Work Environment / Physical Demands

This position is in a typical office environment which requires prolonged sitting in front of a computer.  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.  

 

EOE M/F/D/V

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