Supervisor, Pharmacy Support - NSNF

Position Summary
The Supervisor, Pharmacy Support performs duties to maintain workflow and guide performance across the Pharmacy Support team. The Supervisor, 
Pharmacy Support will provide coordination for the team to best help patients with their orders, account and billing questions, and resolve issues 
while delivering customer service excellence. 

Primary Responsibilities 
• Monitor shift coverage, trouble shoot coverage or delegation role assignment as warranted; coordinate daily pharmacy support workflow to ensure reliable patient care. 
• Provide first level support to the team’s questions or concerns brought forward. 
• Review and approve timecards for the team. 
• Collaborate with Pharmacists, Customer Service, and Delivery departments to ensure quality and service levels are met and sustained.
• Contribute to development and communication of performance metrics.
• Responsible for performance reviews direct reports; ensure weekly or biweekly meetings are conducted routinely to support the performance 
review process.
• Monitor efficiency and provide coaching, encouragement, direction, and resources to team members to meet overall pharmacy standards for quality 
and efficiency.
• Provide direct guidance to team members, including specific instruction on operating process clarification/update, cross check and verification of work 
product; respond to question errors; ensure customer service resolution.
• Handle incoming pharmacy support calls as well as any pharmacy support disputes or complaints.
• Collaborate with the sales team to help facilitate a streamlined and consistent onboarding for new practices.
• Partner with the Manager, Pharmacy Support implementing new strategies to support the operations efficiency initiative. 
• Perform other duties as assigned

Key Skills 
• Comfortable communicating effectively with leadership and team members.
• Demonstrated excellence in organization, time management, and attention to detail with the ability to successfully manage multiple priorities with critical focus 
on accuracy and efficiency. 
• Highly effective communicator with proven listening, understanding, speaking, writing, and counselling skills. 
• Ability to use critical thinking and decision-making skills. 
• Strong team building skills, with the ability to influence, lead, teach, train, counsel, and coach to accomplish organizational goals. 
• Proficient in MS Office Suite and demonstrated ability to work effectively with pharmacy software with the ability to read and create internal reports. 
• Pharm and billing knowledge, A/R proficiency

Education/Experience
• High school plus some additional experience working with patients in a call center capacity.
• Two to three years of customer service experience required. 
• Previous leadership experience is strongly preferred.
• Previous healthcare experience preferred.
• Pioneer Rx strongly preferred