Supervisor, Medication Adherence

About the Role

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team. The Supervisor is accountable for onboarding and training the Medication Adherence Technicians, setting standards of excellence for the team, and supervising their performance; with the ultimate goal for patients to obtain an organized product they will understand allowing them to reduce or eliminate any adherence challenges. In addition, the Supervisor will act as a Medication Adherence Technician, investigating why patients are late to pick up their refills, calling patients who do not have auto-refill to encourage enrollment, and closing the loop for patients who have not picked up their medications on time.

A successful Supervisor possesses a passion for working with seniors and embodies our patient promise. The Supervisor will serve our patients according to corporate policies and regulations, while achieving department quality, compliance, and productivity standards, ensuring a high level of customer service. This is a fully remote position.

Responsibilities

• Works in a fast-paced, structured call center environment.
• Understands and follows policies and procedures; makes appropriate and timely decisions according to department standards.
• Manages call center workload and execution.
• Sets the SOP for the workflow process for the Medication Adherence Call Center (MACC).
• Determines the KPIs for the MACC.
• Closes the loop completely for patient/care team issues related to medication refills.
• Handles numerous phone contacts per day.
• Creates a system for monitoring the MACC’s progress, including the current Work In Progress (WIP) report.
• Informs developers if the Medication Adherence Tracking tool is not working properly.
• Connects with the Part D payer for external payer data not in the Medication Adherence Tracking tool.
• Follows up and assigns all messages left from the previous day.
• Monitors Technician queues to maximize efficiencies.
• Solves escalated pharmacy technician issues from the MACC team.
• Assists in Coordinator schedule creation and management.
• Leads daily team meetings.
• Communicates effectively (oral and written) and delivers an extraordinary customer experience.
• Assists in training preparation, set-up, and delivery.
• Trains new team members using job aids and virtual training sessions.
• Monitors calls for quality assurance and maintains acceptable performance standards.
• Performs other duties as assigned and modified at manager’s or Director’s discretion.

Requirements

• Detailed knowledge and understanding of medication adherence practices, protocols, techniques, functions, and processes.
• Excellent interpersonal, telephone communication, and pharmaceutical calculation skills.
• Strong written, verbal, listening, and interpersonal communication skills.
• Customer service mindset with the ability to remain patient, calm, and empathetic in challenging situations.
• Ability to make sound decisions and conduct follow-ups for problematic situations.
• Ability to practice discretion and care when working with sensitive/confidential data.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), database, and presentation software.
• Ability and willingness to travel locally, regionally, divisionally, or domestically up to 10% of the time.
• Ability to prioritize, organize, and multi-task in a fast-paced environment.
• Positive, cooperative, and collaborative attitude.
• Spoken and written fluency in English.

Qualifications

• GED or High School Diploma.
• Certification as a Pharmacy Technician or Medication Assistant.
• Minimum of 2 years of work experience in a medication dispensing/pharmacy setting.
• Minimum of 2 years of leadership/supervisory experience (strongly preferred).
• Experience with Microsoft Office.
• Experience with web-based customer relationship management systems.
• Proficiency in keyboarding and navigating a Windows environment.

Pay

Pay Range: $22.00 - $31.42 hourly. Final compensation will depend on experience, education, geographic location, and other relevant factors. This position may also be eligible for bonuses or commissions.

Benefits

ChenMed offers comprehensive benefits, career development, and advancement opportunities. For more details, visit ChenMed Benefits.