Fulfillment Pharmacy Technician Supervisor

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Beth Israel Lahey Health is a world-class integrated health system providing patients with better care wherever they are. Our 120,000 square feet facility in Westwood, MA, provides state of the art pharmacy services to our systems patients and employees. We specialize in patient-centered care, adherence packaging, specialty drug services, mail order services, prior authorizations processing, and patient counseling. We are seeking highly motivated energetic and experienced, seasoned certified pharmacy technician that will supervise our technician functions. Our goal is to provide the highest level of service and become the pharmacy of choice for all our patients and employees. The Pharmacy Technician Supervisor will be responsible for the overall supervision of the technicians and their associated job functions. Our technical staff are divided into 3 groups and perform a variety of essential function including: outreach and scheduling thru our call center, data entry/billing, and Rx fulfilment. The Technician Supervisor will be responsible for the supervision of one or more of these technician groups depending on business needs.

Job Description:

Primary Responsibilities:

1. Supervises and directs the daily operations for the pharmacy call center and data entry operations, including in/outbound calls, e- mails, electronic (text) and facsimile messages, to ensure that the call center and data entry teams run efficiently and are optimally resourced. (essential)
2.    Supervises and directs the daily operations of the fulfilment team to ensure that all scheduled Rx’s are filled, POS’ed, packaged and shipped on time and according to policy and procedures.  
3.    Oversees the maintenance, access, and resolves any issues of the associated software and databases used by the technician staff to fulfil their daily duties (i.e. Epic, Compass Rose, Mutare, Avaya, Triose, etc.) (essential)
4.    Directs the onboarding, training, and annual verification of new staff.  Maintains work aids and training guides for new and existing staffing to ensuring accuracy and consistency. (essential)
5.    Participates in quality improvement projects and initiatives including but not limited to service excellence training, patient/physician satisfaction surveys, and resource tool development for appointment access. This may entail up to 10% of the job function. (essential)
6.    Prepares detailed staff schedules. Organizes the work of technical staff, coordinating, and prioritizing workflow. Monitors staff to ensure a consistency of quality on all job functions.. Provides training to develop customer service and problem-solving skills. (essential)
7.    Works alongside team to assists with all daily pharmacy technician functions and priorities patient care above all else. (essential)
8.    Work in conjunction with the department leads to identify and resolve any payer related and reimbursement concerns, processing returned, and resolving customer complaints. (essential)
9.    Has the authority to direct and support employees daily work activities. Has the direct responsibility to undertake the following employment actions: recruiting, interviewing, hiring, termination, corrective action and performance reviews. Will be the direct report for 1 or more groups of technical staff. (essential)

Required Qualifications:
 
1.    High School diploma or GED required. Bachelor's degree preferred.
2.    Massachusetts Registration as a Pharmacy Technician and National Pharmacy Technician Certification (PTCB)
3.    3-5 years related work experience required 
4.    Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis and maintain databases

Preferred Qualifications:

1.    Accredited Specialty Pharmacy, Mail Order, or Call Center experience
2.    1-3 years supervisory/management experience
3.    EPIC, Willow Ambulatory, or Compass Rose EMR experience  

Competencies:

1.    Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.

2.    Problem Solving: Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.

3.    Independence of Action: Ability to set goals and priorities for functional area. May make recommendations for department policies, practices and programs. Manager or Director provide