Program Manager, Specialty Pharmacy Orlando, FL

SUMMARY: The Program Manager is responsible for executing one or more simultaneous programs and overseeing operations serving CoAssist and its subpart pharmacies.  

DUTIES AND RESPONSIBILITIES:

• Manages assigned program responsibilities per the scope of work, standard operating procedures, and process flows.
• Meets program key performance indicators for area of work.
• Manages day-to-day activity of the assigned program duties, including supervision and direction of staff.
• Drives assigned performance responsibilities of team and team members by monitoring staff dashboards, investigating outlying performance metrics, and provides coaching and development where necessary.
• Implements disciplinary action where needed to resolve performance issues and failure to comply with company standard operating procedures.
• Supervises daily technician/supervisor tasks and performance levels applying operating discipline across both front end and fulfillment. 
• Provides coaching and performance feedback as needed.
• Participates in client calls to discuss program results and provide operational updates
• Works with process writers to document work instructions for current and future projects
• Performs periodic reviews of all policies and procedures, standard operating procedures, work instructions, etc. and work with key internal stakeholders to ensure compliance and accuracy. 
• Makes recommendations to improve operational efficiency of programs.
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises all program employees within CoAssist and its subpart pharmacies.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.  

Requirements

QUALIFICATIONS:

• High school diploma or general education degree (GED) required. 
• Bachelor’s degree preferred, or one to two years of related experience/and or training, or equivalent combination of education and experience
• Certificates, licenses, and registrations:  
1. Florida Pharmacy Technician License (required)
2. National Pharmacy Technician Certification (preferred)
• Computer skills preferred: Microsoft Office (Word, Excel, PowerPoint, Office, Teams)
• Experience:
1. 5-7 years of reimbursement of patient services experience preferred
2. 2-4 years’ experience as a pharmacy technician supervisor preferred.
• Excellent communication skills, both written & verbal, preferred.

BEHAVIOR CHARACTERISTICS:

• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decisio