Call Center Team Lead

Profile

Description

The Consultative Pharmacy Technician 4 certified Pharmacy Technician who acts as an intake for all calls from patients, pharmacies and providers. The Consultative Pharmacy Technician 4 assumes ownership and leads advanced and highly specialized administrative/operational/customer support duties that require independent initiative and judgment.

Responsibilities

Schedule: Monday - 12:30p-9p EST

Tuesday - 8:30a-5p EST

Wednesday - 9a-5:30p EST

Thursday - 9a-5:30p EST

Friday - 2:30p-11p EST

Every 5th Saturday rotation 11:30a-8p EST

Summary: The Team Lead will oversee the daily workflow in the call center; monitor call volume, order entry and assist the Pharmacist Leader(s) and Call Center Supervisors with any issue(s) as they arise. The Team Lead will all serve as a liaison for Call-Center Pharmacists and Technicians with Call-Center Operations Leaders, Workforce Management Team, and other Call-Center Support Departments. The Team Lead will have direct communication with the Manager of Education and Manager(s) of Call Center on a periodic basis.

Team Lead Responsibilities

Daily reporting to the management staff of the productivity status for the Call-Center

Monitor call volume and adjust skill sets to assure minimum wait times and steady workflow (utilizing appropriate systems monitoring tools.

Act as an issue solver for Pharmacists and Technicians. This includes working with Fulfillment, IT, and other departments as needed.

Assist with the operational interface between Call-Center and Fulfillment

Communication of issue to the Manager(s) that have effect on the success of the call center

Encourage team members to excel in their position

Do periodic observations with Technicians to coach on best practices

Assist in training of new hires, including:

Perform orientation and training for call center technicians & technician specialists, including newly-hired or transferred technicians and current technicians with additional training needs

Assess technician competency during training and development after training

Assist with developing and updating training materials for call center technicians

Handle incoming calls and/or data entry as needed

Contribute to analyzing and improving processes in the Call-Center

Coordinate operations with other Call-Center departments as assigned

Coordinate operational needs with Workforce Management

Other duties as assigned

Qualifications:

Candidate must possess excellent verbal communication, written communication, and interpersonal skills.

Individual must be able to multi-task and prioritize in a fast-paced environment.

Candidate must be able to work with limited direction and be self-motivated.

Energetic and positive outlook is a must.

Education and/or Experience:

High school diploma, college preferred.

Minimum of three years as a pharmacy technician including one year experience as a Call-Center Technician

Computer Skills:

This candidate must have working knowledge of Microsoft Office (Word, Excel, Outlook) and basic Windows operating system.

Certificates, Licenses, Registrations:

Must be a Certified Pharmacy Technician with an established working knowledge of prescription order entry, plus working knowledge of the following skill sets: Admissions, Client Services and Call-Center Triage

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com