What are the responsibilities and job description for the On Demand Team Lead position at PHOENIX, AZ 85021?
Job Description
Job Description
Overview
Assists the Supervisor or Manager with managing their duties and assists with the coordination of daily activities, providing telephone customer support services.
Responsibilities
- Leads and supports a team of customer service representatives handling incoming calls for medication order entry in a fast-paced contact center environment for PharMerica pharmacies afterhours
- Processes incoming medication requests for new or refill medications
- Files documentation as required by pharmacy regulations
- Follows and ensures POD staff adhere to state board of pharmacy rules / regulations
- Responds to customer inquiries and provide timely responses to ensure resolution
- Researches medication status requests using AS400 and additional pharmacy systems
- Ability to review and interpret pharmacy notes in AS400 & Docutrack to take appropriate action
- Reviews call analysis and reporting with Manager & Director
- Assists in keeping training materials and knowledge resources up to date
- Monitoring and coaching team members on performance metrics
- Continuously looks for process improvement opportunities and presents corresponding proposals
- Supervisory Responsibility : Yes
Qualifications