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 Supervisor of Pharmacy Care Pharmacy Technician North Phoenix AZ - GLENDALE, Arizona, United States

   
Job information
Posted by: UnitedHealth Group 
Hiring entity type: Insurance 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Health - Pharmacy
Insurance
 
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Spanish - Fluent
 
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 828916_0 / Latpro-3691572 
Date posted: Jul-03-2019
State, Zip: Arizona, 85301

Description

When it comes to providing new hope and a new path to wellness, specialty pharmacy companies like Avella fill a unique and important role. Avella, now part of the Optum and UnitedHealth Group family of businesses, is bringing breakthrough medications, innovative clinical pharmacy programs and technological tools to providers and their patients across the nation. We create a viable level of access to many of the newest, most advanced medications in addition to a suite of tools that include mobile apps, text messaging tools and smart pill bottles. Whether you bring a clinical or business background to our opportunities, you can be sure that you'll be making a meaningful contribution to important solutions and services. Find out more about how you can start doing your life's best work.(sm)


The Supervisor ensures superior customer service is provided to patients, prescribers, sales team, and all of our many customers. Under the direction of the call center operations manager, enforces policies, procedures, and operating structure. Individual should be passionate about customer service and achieving customer service excellence through their teams. Supervisor is fully accountable for the Customer Service experience that their associates deliver. Supervisor will also lead by example and proactively support change management initiatives as required. Creates, implements, and monitors internal processes to ensure the maximization of referrals and prescription pull-through. Strictly adheres to the principles of quality improvement and implements operational objectives. Participates in the strategic planning for the call center and serves as the primary liaison between the call center and the specialty sales team. This is a fast paced, highly energized environment that requires an employee to be personally flexible and adaptable. This employee will need to possess strong leadership and team building skills.


Primary Responsibilities:


  • Technical Supervisor position

  • Coach, supervise, and lead a team of patient care coordinators within the call center

  • Consistent connection with associates each day

  • Deliver results by understanding the business drivers and coaching around key behaviors that influence results

  • Communicate expectations and drive initiatives

  • Conduct and supervise training and development programs for the call center

  • Responsible for call monitoring, timely feedback, training, and coaching of direct reports

  • Provide individualized help to improve performance of “at risk” representatives

  • Ensure that call center coordinators and Team Leads are organized, prioritized, and systematic in their approach to prescription order management, insurance investigation, prescription order processing, as well as in the coordination of shipping to the customer, hospital, or clinic

  • Empower associates to be part of the Rx for Success improvement within the business to enhance customer / patient satisfaction; Improve the environment to drive associate loyalty and career satisfaction

  • Conduct and supervise training and development programs for the call center

  • Serve as the second escalation point for any issue that may negatively affect the patient, the prescriber, our sales person in the field, and/or our Deer Valley Operations team

  • Problem solve with decisiveness and urgency through to completion, knowing when to ask for help as needed

  • Responsible for prescriber relations which includes, but isn’t limited to, placing weekly calls to existing prescribers in order to verify that customer service expectations are being met or exceeded on a daily basis

  • Work as a liaison with sales partners in the field letting them know of any patient or practice issues / concerns as well as new prescriptions from new prescribers

  • Investigate inquiries from sales and practices in an urgent manner, escalating any concerns to the call center manager when needed

  • Ensure that communication to the sales team, prescriber, and DV management occurs when a call center team member does anything above and beyond the normal course of daily processing

  • Ensure that customer care representatives are handling customer inquiries (voicemails, emails, faxes) in a timely fashion

  • Work closely with Prior Authorization team to coordinate the initiation and completion of prior authorizations

  • Work closely with the Accounting team in order to ensure that team members are properly following the policies and procedure for billing new and existing transplant patients



Required Qualifications:

  • High school diploma or equivalent
  • Prior customer service experience

  • Certified and licensed Pharmacy Technician

  • Prior supervisory or management experience

  • 4+ years of experience in a pharmacy or call center environment

Preferred Qualifications:

  • Prior experience partnering with a sales team
  • Bilingual (English / Spanish)

Knowledge, Skill, and Abilities:

  • Superior customer service skills
  • Strong communication skills, both verbal and written

  • Ability to work and lead in a team environment

  • Ability to work well under pressure in a fast paced working environment, multi-task, and meet deadlines with minimal supervision is essential

  • Strong data entry skills

  • Excellent attendance and punctuality records

  • Ability to maintain a positive attitude through adversity

  • Proficiency in coaching, managing, and leading associates and teams

Physical Demands and Work Environment:


The physical demands and work environment are characteristic of those found in a typical business office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Full-time position (staggered work shifts); Hours may require flexibility
  • Fast paced work environment

  • Must have the ability to work with a computer for extended periods of time

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.


UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Job Keywords: Supervisor, Pharmacy, Technician, Tech, Customer Service, Call Center, Phoenix, Glendale, Peoria, Anthem, AZ, Arizona



Requirements

Please see job description.

 

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