Supervisor, Patient Care

Position Summary:  

 

The Supervisor, Patient Care has primary responsibility for supervision of Patient Care staff which responds to and resolves issues related to the prescription fulfillment process. 

 

Essential Duties/Responsibilities:  

 

Promote and foster a professional, positive, dynamic team environment through exemplary leadership 

 

Provide daily direction and communication to the team so that calls are answered in a timely, efficient and accurate manner 

 

Assist and advise team in resolving problems and issues 

 

Handle escalated calls  

 

Manage monthly schedules, time sheets and attendance tracking 

 

Monitor customer service calls to observe soft skills, technical accuracy and conformity to company policies 

 

Participate with hiring and training of new staff  

 

Evaluate processes and procedures, as well as suggest methods to improve operations, efficiency and service to both internal and external customers 

 

Assist with development and achievement of departmental standard operating procedures 

 

Manage direct reports in accordance with company policies 

 

Lead and mentor team 

 

Ensure team meets established performance goals, including quality and service level metrics  

 

Manage promotions, transfers and dismissals  

 

Other duties as assigned 

 

Required Skills/Abilities:

Ability to independently identify, research and resolve issues 

 

Demonstrated ability to manage multiple priorities and deadlines 

 

Ability to relate to people at all levels of an organization  

 

An excellent facilitator who is experienced in resolving conflicts between different parties to a dispute 

 

Capability to efficiently complete tasks in a fast paced environment 

 

Ability to exercise considerable judgment, maintain confidentiality and act in a diplomatic manner 

 

A well-organized and self-directed individual who is able to work with minimal amount of supervision 

 

Ability to delegate and accomplish tasks through other people 

 

Ability to work with peers in a team effort 

 

Ability to work extended hours, weekends, and holidays pursuant with industry demands  

 

Education/Experience:

Bachelor’s degree in health administration, business or related field; proven customer service/call center supervisory experience will be acceptable in lieu of degree 

 

Minimum 3 years’ experience in a customer service/call center environment  

 

Staff management experience  

 

Appropriate industry experience, preferably in the healthcare or mail order/specialty pharma