What are the responsibilities and job description for the Call Center Supervisor position at CerpassRX?
Job Details
Description
SUMMARY
The Prescription Optimization Program Patient Advocate Supervisor assists with day-to-day operations of the team within operations. Will perform multiple duties within the POP team with professional and dedicated service to our pharmacies, members, clients, and internal and external teams.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- To answer calls-assist the POP team by addressing, questions, manage problems, resolution related to the Prescription Optimization Program.
- Provide accurate and timely information to internal and external customers in a professional, responsive, and service oriented manner.
- Monitor Prescription Optimization Program patient advocates calls for quality assurance.
- Monitors operational processes and assists in problem solving strategies
- Performs job related functions using independent judgment, excellent reasoning ability, and excellent communication skills.
- Share knowledge and train team members on workflows and job requirements.
- Collaboration with Quality lead in creating and managing quality processes.
- Ability to maintain confidentiality and adhere to HIPAA requirements
- Flexible, uses critical thinking skills and open to learning new ideas/skills
- Learn and create call reports for internal use
- Other duties or special projects may be assigned as necessary
Qualifications
HOURS:
Varies – Hours of operation 8:00 am to 7:00pm- Monday thru Friday and various weekend support.
QUALIFICATIONS:
- Excellent communication skills
- Proven leadership skills as supervisor/ manager or team lead position
- Team player with a positive attitude- Member and team focused
- Strong quality knowledge with the ability to provide feedback, coaching and create documentation.
- Experience and knowledge of developing a world class-team focused on a quality program
- 3 or more years’ telephone customer service experience in a related field
- Experience and knowledge of pharmacy terminology, process of prior authorizations and claim processing
- College degree a plus
Pharmacy Tech certified helpful
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Salary : $60,000 - $68,000