Pharmacy Technician Supervisor Mail Order

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Beth Israel Lahey Health is a world-class integrated health system providing patients with better care wherever they are. Our 120,000 square feet facility in Westwood, MA, provides state-of-the-art pharmacy services to our system’s patients and employees. We specialize in patient-centered care, adherence packaging, specialty drug services, mail order services, prior authorizations processing, and patient counseling.

About the role

We are seeking a highly motivated, energetic, and experienced certified Pharmacy Technician Supervisor to oversee our technician functions. Our goal is to provide the highest level of service and become the pharmacy of choice for all our patients and employees. The Pharmacy Technician Supervisor will be responsible for the overall supervision of the technicians and their associated job functions. Our technical staff are divided into three groups and perform a variety of essential functions including outreach and scheduling through our call center, data entry/billing, and Rx fulfillment. The Technician Supervisor will supervise one or more of these technician groups depending on business needs.

Responsibilities

• Supervises and directs the daily operations for the pharmacy call center and data entry operations, including inbound/outbound calls, emails, electronic (text), and facsimile messages, to ensure that the call center and data entry teams run efficiently and are optimally resourced.
• Supervises and directs the daily operations of the fulfillment team to ensure that all scheduled prescriptions are filled, point-of-sale processed, packaged, and shipped on time according to policy and procedures.
• Oversees the maintenance, access, and resolves any issues of the associated software and databases used by the technician staff to fulfill their daily duties (e.g., Epic, Compass Rose, Mutare, Avaya, Triose).
• Directs the onboarding, training, and annual verification of new staff. Maintains work aids and training guides for new and existing staff to ensure accuracy and consistency.
• Participates in quality improvement projects and initiatives including service excellence training, patient/physician satisfaction surveys, and resource tool development for appointment access (up to 10% of the job function).
• Prepares detailed staff schedules. Organizes the work of technical staff, coordinating and prioritizing workflow. Monitors staff to ensure consistency of quality in all job functions. Provides training to develop customer service and problem-solving skills.
• Works alongside the team to assist with all daily pharmacy technician functions, prioritizing patient care above all else.
• Works in conjunction with department leads to identify and resolve any payer-related and reimbursement concerns, processing returns, and resolving customer complaints.
• Has the authority to direct and support employees' daily work activities, including recruiting, interviewing, hiring, termination, corrective action, and performance reviews. Serves as the direct report for one or more groups of technical staff.

Requirements

• High School diploma or GED required. Bachelor’s degree preferred.
• Massachusetts Registration as a Pharmacy Technician and National Pharmacy Technician Certification (PTCB).
• 3–5 years of related work experience.
• Advanced skills with Microsoft applications (Outlook, Word, Excel, PowerPoint, Access) and other web-based applications. Ability to produce complex documents, perform analysis, and maintain databases.

Preferred Qualifications

• Accredited Specialty Pharmacy, Mail Order, or Call Center experience.
• 1–3 years of supervisory/management experience.
• EPIC, Willow Ambulatory, or Compass Rose EMR experience.

Skills

• Decision Making: Ability to make decisions guided by precedents, policies, and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
• Problem Solving: Ability to address problems that are highly varied, complex, and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.
• Independence of Action: Ability to set goals and priorities for a functional area. May make recommendations for department policies, practices, and programs. Manager or Director provides broad guidance and overall direction.
• Written Communications: Ability to communicate complex information effectively in writing to all levels of staff, management, and external customers across functional areas.
• Oral Communications: Ability to verbally communicate complex concepts and address sensitive situations, resolve conflicts, negotiate, motivate, and persuade others.
• Knowledge: Ability to demonstrate broad and comprehensive knowledge of theories, concepts, practices, and policies with the ability to use them in complex and/or unprecedented situations across multiple functional areas.
• Team Work: Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.
• Customer Service: Ability to lead operational initiatives to meet or exceed customer service standards and expectations in assigned unit(s) and/or across multiple areas in a timely and respectful manner.

Work Environment

• Work requires periods of close attention to work without interruption. Concentrated effort of up to 4 hours without a break may be required.
• Work routine is fairly consistent, but judgment is needed to respond to events several times a week.
• Potential exposure to adverse environmental conditions:
  • Daily: Exposure to dust, gas, fumes, steam, chemicals.
  • Several times a week: Protective equipment required (respirator, earplugs, mask, gloves, eyewear, etc.). Potential exposure to infectious diseases and/or airborne pathogens.
  • Several times a month: Work at heights (such as scaffolding or ladders).
• Health Care Status: HCW 3: Regular provision of service in a patient care area.

Pay

$79,040.00 USD - $110,240.00 USD annual base salary range. Actual compensation is determined based on several factors, including seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law.

Additional Information

As a health care organization, we require all staff to be vaccinated against influenza (flu) as a condition of employment. Beth Israel Lahey Health is an equal opportunity employer, committed to fostering a diverse and inclusive workplace.