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RX Fulfillment Contact Center Supervisor

Lewisville, TX

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**MEMBERS ONLY**SIGN UP NOW***. is hiring! The RX Fulfillment Contact Center Supervisor performs professional supervisory prescription fulfillment in a contact center environment and ensures the superior care of all patients treated through **MEMBERS ONLY**SIGN UP NOW***.. Their work involves responsibility for supervising the provision of quality care given and ensuring all performance metrics and quality measurements are realized and maintained. The RX Contact Center Supervisor will exercise considerable judgment in applying professional knowledge while solving RX fulfillment problems within established policies and practices and ensure these are reviewed by the Operations Manager through daily interaction, conferences, reports, and observation of results obtained. ***MUST HAVE OPEN SCHEDULE AVAILABILITY***
NOTE: MUST be a Registered Professional Pharmacy tech with current state license. LVN preferred.
Represents **MEMBERS ONLY**SIGN UP NOW***. to members and clients in a courteous and professional manner.
Provides expertise and call center support to RX fulfillment and support staff.
Works with Operations Manager and Workforce Management (WFM) to determine the optimal allocation of staff.
Communicates shifts concerns/needs to appropriate staff (via e-mails, voice mail, etc.) and leadership; Notifies Operations Manager/WFM of urgent concerns during the shift.
Assists in maintaining superior compliance, quality assurance and staff development duties, as assigned.
Works with Operations Manager to develop, complete and delivery of evaluations for employees on the team.
Assists with scheduling as assigned. Works with the Workforce Management and Operations Manager to assure that any negative intervals are recognized and cared for in advance.
Provides expertise in the management of medical and psychiatric emergencies and reports to Clinical Quality Management team on patient outcomes.
Receives escalated calls from patients or providers and de-escalates these calls to a reasonable outcome for all parties.
Develops and oversees escalation and QA process.
Reports quality of care issues to the Clinical Quality Management team per NCQA guidelines.
Creates call center communications as needed (e.g. Newsletter, memos).
Ensures a competent and motivated staff through training and coaching.
Ensure HIPAA compliance for all departmental filing and ensures task is completed in a timely manner.
May be required to obtain a working knowledge of, and provide Supervision to, other Operational areas with the Operations Manager scope of responsibility
Registered Professional Pharmacy tech with current state license. LVN preferred.
High School Diploma plus 2 years college or Associates degree
Minimum 2 year experience as a Pharmacy Tech or LVN
Minimum of 1 year experience in leading a team
Bilingual (English/Spanish) a plus
Prior experience in a call center environment
Supervisory experience in a team leader role
Work experience as a professional Pharmacy Tech or LVN.
Ability to obtain, understand, and use complex information such as regulations and procedures
Ability to provide clear work instruction
Ability to coach and mentor others
Thorough knowledge of regulations governing medical services

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