Operations Supervisor - Government Pharmacy - Remote , TN

Job Summary:

The Operations Supervisor is responsible for the daily activities of the Patient Assistance Program (PAP) team which provides a vital service by providing aid directly to patients and clinician offices when there is an identified cost barrier to brand name medications. The successful candidate will be responsible for managing a team of Certified Pharmacy Technician that provide services to patients and clinicians in support of obtaining medications from drug manufacturer medication assistance programs. This entails collecting applicable information, completing and submitting applications, tracking applications and refills for patient care.

The Operations Supervisor will be responsible for a wide variety of business functions including processes and workflow to drive effectiveness and efficiency of the team, appropriate reporting of results, and interface with appropriate vendors and partners that facilitate the daily activities of the team. In addition, the Operations Supervisor is responsible to ensure that the team works in collaboration with a variety of internal matrix partners including the STARS Pharmacy Call Center team, the Care Management team, and several Pharmacy Teams including the MTM Pharmacists, Embedded Pharmacist, and Population Health Pharmacists in providing this service all while delivering an exceptional customer experience to patients.

Leadership Core Responsibilities/Essential Functions:

• Lead a team of Certified Pharmacy Technicians that assist patients and clinician offices in completing and submitting applications to a variety of drug manufacturer medication assistance programs.
• Interact closely with customers to understand their needs and expectations to develop a strategic direction and assist with issues that may arise regarding application completion, income verification, and application submissions.
• Drive employee engagement, performance, and development, including hiring and training of staff and preparing for and leading meetings as necessary.
• Provide ongoing training to PAP team employees as well as matrix partners referring to program to continuously improve the process and aid patients.
• Perform ongoing monitoring of workflows and processes and identify opportunities to drive efficiency and effectiveness of team.
• Interact and be the primary contact for internal/external vendors and/or partners that support team functions.
• Participate in the development and monitoring of key performance indicators and metrics.
• Support and assist in the successful completion of team goals and perform additional tasks as assigned by the Clinical Pharmacy Senior Manager and/or Director.
• Communicate and collaborate effectively within the Cigna Healthcare Government Pharmacy Team as well as other internal and external stakeholders.
• Participate in business, statistical, or other analysis in support of the team or strategy including operational projects as designated by management.
• Promote and ensure team is providing an exceptional customer experience.

Qualifications:

Personal Competencies:

• Ability to work independently and in a team environment.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to effectively communicate with all organizational levels.
• Exceptional customer service and interpersonal skills.
• Excellent planning, organizational and task management skills.
• Ability to determine potential trends by thinking forward or "outside the box".
• Ability to manage own time and set priorities with little or no management direction.
• Ability to "think on the fly" and adapt to rapidly changing priorities.
• Ability to establish and maintain effective, courteous, and confidential relationships with coworkers, team, and internal/external stakeholders and partners.
• Strong intellectual capacity and curiosity.
• Take pride and responsibility in work produced and results achieved.
• Manage individuals and provide feedback and evaluations.

Experience/Knowledge:

• Tennessee Pharmacy Technician License in good standing is required. Pharmacy Technician Certification required.
• Must reside in the state of Tennessee and live at least 50 miles from Nashville.
• Bachelor's Degree or equivalent experience in a