Pharmacy Call Center Manager - Apothecary Shops (Phoenix, Arizona)

JOB TITLE:  Pharmacy Call Center Manager

REPORTING RELATIONSHIP:   Director of Mail Order Operations

INDIVIDUALS SUPERVISED:  Pharmacy Call Center Staff

FLSA STATUS:  Exempt

POSITION SUMMARY:

Responsible for the daily management and direction of the Deer Valley Pharmacy Call Center.  Manages Specialty Care Coordinator staff and ensures superior customer service to patients and health care professionals.  In partnership with the Director of Mail Order Operations, oversees operating systems including policies, procedures and operating structure.  Creates, implements and monitors processes to ensure that maximization of referrals and prescriptions are obtained.  Participates in the strategic planning for the call center operation.  Primary liaison between the call center operation and specialty sales staff on status updates and action planning.

ESSENTIAL ELEMENTS OF THE JOB:

1.      Establishes and implements product/service standards.  Ensures quality and service standards are maintained along with customer-specific contractual requirements.

2.      Supports and promotes improved processes and best practices that enhance customer service, increases employee satisfaction and decreases operational expense.

3.      Manages recruitment, hiring needs, performance reviews and training & development of staff.

4.      Manages time-off calendar for call center staff to ensure that the highest level of qualified staffing is available to meet the care requirements of the patient population.

5.      Ensures effective training programs and plans are in place for incoming employees and monitors continuing education and training for existing staff.

6.      Contributes to the call centers success and profitability by partnering with other managers to continually review operating procedures and processes to ensure that the best possible service is maintained and accuracy levels are achieved.

7.      Creates and monitors process flows for the overall direction of the Customer Care/Call Center operation.  Process flows include:  Inbound calls, Outbound calls, Reimbursement, Patient, Physician, Nurse, Managed Care and financial assistance contact points.

8.      Manages the call center by monitoring productivity levels, identifying opportunities to optimize operational efficiencies and cost controls; and

developing and implementing changes that will improve efficiencies and the call centers performance.

9.      Oversees the implementation of customer service surveys.

10.  Stays updated on industry trends and regulations and ensures call center compliance such as HIPAA and PHI.

11.  Prepare for, implement and communicate new initiatives and processes.

12.  In partnership with Human Resources, ensures prompt resolution of corrective action plans and employee relations issues.

13.  Reports service levels, production and costs to Director of Mail Order Operations.

14.  Represents call center operations in cross functional meetings, projects and processes.

15.  Participate in task forces/committees/projects as assigned.

ESSENTIAL SKILLS AND EXPERIENCE:

        Minimum of 5 years experience in a Pharmacy Call Center environment, including a minimum of 3 years in management of call center staff required. 

        Bachelor of Science Degree or equivalent and applicable experience

        Experience in a high-growth and specialty environment a plus.

        Current experience operating a call center including the ability to manage average call time, response time, call volume and high customer service levels.

        PBM Industry or Specialty Pharmacy preferred.

        Proven ability to motivate employees and create a culture that supports high employee morale.

        Proven leadership and change-agent skills, team-orientated, and a proactive and optimistic management style.

        Ability to handle stressful situations in an objective manner.

        Proven ability to quickly build specialty pharmacy business acumen.

        Demonstrated experience managing multiple priorities and balancing competing priorities.

        Previous experience in process flow and tools preferred.

        Demonstrated experience with strategic work planning and implementation

        Ability to manage toward budget and work plan goals.

        Ability to work cross-functionally to solve complex problems and improve quality and service.

        Demonstrated project management and organizational skills.

        PC skills to include Microsoft Outlook and Suite package.

        Ability to travel approximately 10%.

TYPICAL WORK CONDITIONS:

        Workstation in an office environment

        Full-time position.   Work hours may exceed 40 hours per week

        Fast paced work environment