Supervisor, Contact Center Services

About the role

MedImpact Healthcare Systems, Inc. is seeking an experienced supervisor to lead a team of Contact Center Services staff. This role involves managing day-to-day operations to meet defined service objectives, ensuring high-quality service delivery, and fostering a culture of continuous improvement.

Responsibilities

• Deliver exceptional service to customers, including open communication, prompt response to inquiries, and timely, accurate results meeting client specifications.
• Ensure staff is properly trained and supervised to execute processing needs in compliance with performance standards and regulatory agencies.
• Manage and develop a team of 12+ staff members, including interviewing and recommending candidates for hire, coaching, and developing staff members, assigning and monitoring work, evaluating performance, enforcing attendance & performance standards, administering employee corrective action, and making compensation recommendations.
• Model and cultivate staff behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership.
• Set high standards and encourage new ideas for improving organizational performance, participating in cross-functional workgroups, teams, and committees.
• Partner with other MedImpact teams to resolve customer issues and inquiries, supporting new business.
• Implement strategic business work plan goals, maintaining commitment to operational goals in the face of obstacles, and collaborating with internal customers.
• Serve as a point of escalation for calls requiring higher expertise or discretion to resolve customer issues, responding promptly to service failures and escalating concerns as appropriate.

Requirements

• BS/BA Degree or equivalent; 2+ years of experience (or equivalent combination of education and experience) and 1 year of supervisory experience.
• Two (2) years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be completed within 12 months in new position.
• Current Pharmacy Technician License and/or CPhT certification preferred.
• Excellent skills in written and oral communication; organization/prioritization; decision-making; problem analysis and resolution; negotiation; team building; and leadership.
• Strong attention to detail and follow-through skills; ability to appear for work on time, follow directions from a supervisor, interact well with co-workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment.

Qualifications

• Education and Experience: BS/BA Degree or equivalent; 2+ years of experience (or equivalent combination of education and experience) and 1 year of supervisory experience.
• Supervisory experience may be substituted with two (2) years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be completed within 12 months in new position.
• A minimum of 2-3 years’ experience in a PBM or healthcare environment preferred.
• Computer Skills: Proficiency with MS Windows Office programs, including MS Word, Excel, Power Point and Outlook.
• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.