Customer Experience Technician Supervisor

The Customer Experience Technician Supervisor is responsible for providing a superior customer experience to customers and fostering a supportive environment for optimal patient care. The CXC Technician Supervisor manages the department workflow and is responsible for leading and managing the team to achieve optimal operational productivity. This role will support Belma Pharma Solutions management in carrying out the mission of the company.

• Demonstrate superior knowledge of all pharmacy rules and regulations
• Ensure appropriate operational productivity, engagement, and quality metrics are established and met
• Train, supervise, and participate in performance evaluations of assigned staff
• Ensure performance goals, expectations, and standards are clearly understood by staff
• Assist in monitoring efficiency metrics by gathering relevant data and providing quality reporting.
• Develop and direct work schedules and monitor workflow
• Work closely with the Operations Directors and Managers to implement new policies and initiatives.
• Manage time effectively to oversee workflows, employees, and complete project related work.
• Collaborate and encourage a team environment, manage performance, and participation.
• Participates in the hiring process for the department.
• Participates in performance evaluations, employee coaching, and personnel management.
• Interpret faxes, e-scripts, verbal, and written prescription orders
• Input all information into Pharmacy System
• Charge credit cards for orders
• Answer patient phone calls and provide excellent customer service. Responsive to escalated patient and provider situations.
• Process refill requests from patients and doctors’ offices
• Call patients about new prescriptions and IVR requests
• Call doctors for refill requests
• Maintain compliance with company and HIPPA patient confidentiality requirements
• Follow all policies and procedures set forth by company
• Perform other duties as assigned