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Pharmacy WellCare - Pharmacy Management Careers

Pharmacy - Supervisor Job

Full Job Title: Supervisor, Pharmacy

Job Number: 1704152

Location: Tampa, FL

Date Posted: 9-13-2017

Department: Pharmacy

Reports to: Manager Pharmacy

Location: 4110 George Road, Tampa FL 33634

Provides direct management of non-exempt call center associates and pharmacy technicians and/or assists in activities for the business function (or multiple functions) within the Pharmacy call centers and/or operational units. Manages staff, conducts root cause and trend analysis, and develops process improvement for all key aspects of this position.

Essential Functions:

  • Manages and develops non-exempt direct reports (call center and/or pharmacy technician associated).
  • Prepares midyear and end of year associate performance reviews. Provides significant input on hiring/termination situations.
  • Conducts regular 1:1 and department meetings with associates. Facilitates performance development plans and career path opportunities for associates.
  • Manages and monitors key call center metrics and implements improvement plans either to the individual or at an aggregate level.
  • Assigns and distributes workload, monitors productivity and quality levels and provides associate coaching.
  • Serves as liaison between departments when it becomes necessary due to member or workflow issues.
  • Develops, recommends, and implements process improvements to improve efficiencies and services provided.
  • Completes root cause analysis on data error reports from customer service systems and from business units.
  • Completes trending analysis on reports retrieved from customer service systems utilizing problem solving skills.
  • Trains associates on new processes and refresher training.
  • Creates/revises training as needed.
  • Facilitates and participates in meetings with Sr. Management as needed.
  • Acts as a liaison for the Mgr/ Sr Mgr representing assigned area(s) with other areas and business units.
  • Reviews training materials for the business.
  • Completes gap analysis on training for the business.
  • Other duties as assigned.
Additional Responsibilities:
  • Required travel (as needed by C/S Operations business) to WellCare and Vendor locations including, but not limited to Florida, domestically within the USA, Near Off-Shore and Off-Shore for training support purposes
Candidate Education:
  • Required A High School or GED
  • Preferred Other Associates or Bachelor's degree
Candidate Experience:
  • Required 4 years of experience in a managed care/pharmacy customer service or call center environment or as a pharmacy technician
  • Required Other Experience mentoring, leading and/or supervising others
  • Required Other Experience in the areas of customer service and/or call center
  • Required No Experience
Candidate Skills:
  • Intermediate Demonstrated analytical skills
  • Intermediate Demonstrated interpersonal/verbal communication skills
  • Intermediate Demonstrated written communication skills
  • Intermediate Ability to lead/manage others
  • Advanced Other Understanding of managed care and its place in the health care industry
  • Intermediate Other Understanding of interdependencies on other business units such as Health Services, Provider Relations, Sales, Vendors, Claims
  • Intermediate Other Writing skills
  • Intermediate Other Ability to handle and deal with conflict
Licenses and Certifications:
A license in one of the following is required:
  • Preferred Certified Pharmacy Technician (CPhT)
Technical Skills:
  • Required Intermediate Microsoft Word Strong understanding of managed care and its place in the health care industry
  • Required Intermediate Microsoft Excel Successful experience in the areas of customer service and/or call center
  • Required Intermediate Microsoft PowerPoint Understanding of interdependencies on other business units such as Health Services, Provider Relations, Sales, Vendors, Claims
  • Required Intermediate Microsoft Access Good writing skills and communication skills
  • Required Intermediate Microsoft Outlook Good analytical skills to do root cause, trending and make recommendations for process improvements
Languages:

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Last Updated On: 12/9/2015