Pharmacy Customer Service Manager

Sanford, Florida, Description All the benefits and perks you need for you and your family:           Benefits from Day One           Paid Days Off from Day One           Career Development           Whole Person Wellbeing Resources           Mental Health Resources and Support   Our promise to you: Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better. Schedule:   Full Time Shift :  Monday – Friday Location: 582 Monroe Rd Suite 1412 Sanford, FL 32771 The role you’ll contribute: The Customer Service Manager is responsible for all activities regarding Rx Plus Pharmacy’s call center staff, call quality auditing and consumer engagement surveys.   This position coordinates the day-to-day activities to assure that all processes are completed in a timely manner and according to the Pharmacy’s stated goals. Is a member of AdventHealth’s employee health plan prescription benefit administration team and is a subject matter expert in State and Federal pharmacy laws and regulations. The Customer Service Manager hires, trains and manages representatives and technicians of the call center department and is required to understand all pharmacy processes and positions excluding Pharmacist’s duties.   This position resolves difficult issues regarding AdventHealth client complaints and other matters that escalate from the call center staff members and email submissions to the pharmacy.

     The value you’ll bring to the team:           Collaborate with facility Director(s) and Sr. Manager(s) to achieve stated goals and accountabilities, including call metrics and customer service standards.         Responsible for in depth understanding of pharmacy’s services; articulates to staff to assure goals are met with increased safety and efficiency.           Develop and report individual and departmental metrics and accountabilities monthly and as requested, including call center KPIs and staff performance.           Monitor Customer Service Representative (CSR) workflow queues and call center billboard for appropriate and timely handle times; deploys call back up plan as needed based on established criteria.           Works with operational and clinical leaders to monitor and maintain call center metrics to maintain compliance with URAC, ACHC and NABP accreditation guidelines and expected KPIs.           Audit recorded call center calls for quality of patient care and customer service standards, coach, and mentor personnel.           Conduct extensive interviews for new hire recruitment ensuring the right person is hired based on qualifications and skillset as they would fit best within the organization.           Maintain solid customer relationships by handling questions and concerns with speed, knowledge, and professionalism.           Maintain stable performance under pressure or opposition, manages stress in a manner that is acceptable to others and the organization.

          Monitors the results of delegations, assignments, or projects, considers the skills, knowledge, and experience of the assigned individual and the characteristics of the assignment or project.           Supports corporate compliance by reporting and following up with errors and privacy events and serves as an active participant on the Continuous Quality Improvement (CQI) committee.           Actively participates on the employee health plan prescription administration team, offering support and education regarding pharmacy benefits and management, prior authorization and eligibility issues for all covered employees and dependents across the enterprise.           Maintain solid vendor and customer relationships by conducting business interactions with speed, knowledge, and professionalism. Acts as a resource to AdventHealth retail pharmacy locations, providing guidance on prescription plan questions and claims adjudication troubleshooting.           Works with operational and clinical leaders to develop and maintain registered pharmacy technician competencies for department staff, scheduling training and in services as needed. Tests staff on competencies annually or as part of performance improvement activities.           Works with other operational leaders to ensure call center staff speaking with customers remain up to date on pharmacy processes and collaborate with other teams as needed to achieve a positive customer experience.           Serves as an internal resource for other pharmacy leaders managing phone volume and plays an active role in maintaining the pharmacy’s telephony system design and functionality.     Qualifications The expertise and experiences you’ll need to succeed : EDUCATION AND EXPERIENCE REQUIRED :           Bachelor’s degree in healthcare management, Business, or related field required.

          4+ years’ experience as a pharmacy technician in retail, specialty, central fill, or mail-order pharmacy           1 year leadership experience           Intermediate to advanced skill set in MS Office: Word, Excel, PowerPoint, and Outlook.   EDUCATION AND EXPERIENCE PREFERRED:           Understanding and experience with a Pharmacy Benefit Management (PBM) company or managed healthcare service organization (MCO),           Previous experience in a call center setting.   LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:           A current Florida Board of Pharmacy Technician Registration, RPT; must complete state required continuing education requirement for registration.           National Pharmacy Technician Certification, CPhT; must complete national required continuing education requirement for certification. This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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