Supervisor, Pharmacy Operations

Responsibilities

• Provide leadership, support, and supervision to the Pharmacy Technician and Fulfillment teams to ensure day‑to‑day activities proceed smoothly and seamlessly.
• Assure all performance metrics, workload deliverables, and customer service activities are completed in alignment with a high‑touch business model.
• Build and maintain collaborative relationships with other team members to ensure a seamless customer experience for patients and physicians.
• Support all pharmacy operations functions.
• Provide daily oversight and management of the Pharmacy Technician and Fulfillment teams.
• Monitor workflow and adjust workload and staffing requirements to ensure activities are addressed timely and efficiently.
• Coach individuals on monitored calls and cases reviewed to ensure accuracy of information, adherence to policies, and excellent customer service.
• Provide additional coaching and training to individuals as needed.
• Meet regularly with direct reports to provide direct feedback on performance and progress against goals.
• Use effective coaching and management techniques to maintain a highly motivated and interactive work staff.
• Perform administrative tasks such as work‑hour scheduling, attendance monitoring, counseling, and performance reviews.
• Work proactively with direct staff and internal functional areas to develop resolutions to challenging operational and functional issues to ensure the highest level of customer service for patients.
• Identify and assign training needs on an individual basis to ensure individuals are appropriately trained.
• Provide continuing education to ensure performance at the highest level.
• Monitor adherence to corporate, division, and departmental procedures and policies as well as pharmacy law and HIPAA guidelines to achieve compliance.
• Review and provide status updates to Management on key performance metrics.
• Collaboratively work with all functional areas to assure the highest level of customer service and seamless referral processing.
• Perform additional tasks, activities, and projects as deemed necessary by management.
• Successfully complete role‑based training requirements, including passing certifications and competency assessments prior to the conclusion of the training period.
• Maintain a work environment that upholds privacy standards required by law and AbbVie.

Qualifications

• Bachelor’s degree in health sciences or business preferred; equivalent experience will be considered.
• Meet Pharmacy Technician licensure and certification requirements by start date in accordance with the Illinois Pharmacy Practice Act.
• Minimum of 3‑5 years’ experience within a healthcare provider, PBM, Specialty Pharmacy, or Retail/Mail Order Pharmacy setting; familiarity with medical record handling/documentation, strong core insurance (Medical and Pharmacy Benefit) knowledge, high‑quality customer service, knowledge of online verification systems, or similar experience preferred.
• 1‑2 years of supervisor experience desired.
• Knowledgeable of applicable regulations and standards including HIPAA, Fraud, Waste and Abuse, and Pharmacy Law affecting Pharmaceutical Products (e.g., CFR 210/211, cGMP).
• Strong organizational and time‑management skills.
• Strong problem‑solving skills with the ability to manage multiple priorities and meet associated timelines.
• Effective written and oral communication skills with the ability to interact with all levels within the organization.
• Proven effectiveness in building and maintaining solid interactive professional business relationships that positively impact culture and demonstrate AbbVie Leadership attributes.
• Ability to work hours required to meet business needs.

Benefits

• Comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance, and 401(k) for eligible employees.
• Eligibility to participate in short‑term incentive programs.