Supervisor, Call Center Pharmacy Technician

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee the daily operations of a team comprising approximately 15–17 Pharmacy Technicians.

• Collaborate with the team manager to manage team performance and provide constructive feedback.

• Ensure timely, efficient, and knowledgeable responses to patient calls through daily direction and communication.

• Assess existing processes and procedures, proposing improvements to enhance operations, efficiency, and service.

• Train Pharmacy Technicians on new processes and updates to existing procedures.

• Develop and maintain dashboards to track both team and individual productivity and performance metrics.

• Offer regular performance feedback and coaching to team members.

• Conduct and manage performance reviews aimed at skill enhancement.

• Uphold a high-quality work environment by establishing procedures that align with company and departmental standards.

• Lead or engage in special and ongoing projects that foster area/process development.

• Collaborate with colleagues to achieve target metrics and ensure a positive patient experience.

• Exercise sound judgment in communicating department or agent concerns upwards.

• Oversee daily platform requirements, including phone queues, DoseSpot, RX CareRequests, Salesforce, RXEffect, and team chats.

• Monitor and address Service Recovery cases effectively.

• Maintain required licensure and certification.

• Fulfill all Continuing Education obligations.

• Report directly to the Manager of Pharmacy Programs.

• Perform additional duties as assigned.

⛳️ Requirements

• At least 2 years of experience in management, supervision, or leadership roles.

• Experience in a healthcare call center environment.

• Possession of a Certified Pharmacy Technician (CPhT) certification is mandatory.

• Exceptional leadership, team-building, and management abilities.

• Capability to multitask, prioritize, and manage time efficiently.

• A flexible and positive demeanor, demonstrating a high level of integrity.

• Proficient coach and trainer, able to communicate effectively with individuals exhibiting diverse learning styles.

• Excellent phone demeanor and professional etiquette.

• Competency in computer applications, including Google Docs and Sheets.

• Ability to provide and receive constructive feedback effectively.

• Authorization to work in the U.S.

• Designated virtual work location within the state and city where the employee currently resides.

• Reliable phone and internet access that meets work requirements.

• Minimum internet speeds of 10MB upload and 100MB download available at home.

• Capacity to connect the computer directly to the modem/router.

• A quiet workspace that complies with CVS Health and HIPAA guidelines.

• A desk or table for workspace purposes.

• Must supply personal workspace furniture.

🏝️ Benefits

• A mission-driven career that contributes to meaningful change and improves health outcomes for Medicare patients.

• Paid vacation and sick leave.

• Options for retirement investment/401K matching.

• Comprehensive health insurance, including vision and dental coverage.

• Opportunities for leadership development.

• Stipends for continuing education.

• Flexible work environments and new centers.

• High levels of responsibility and opportunities for rapid advancement.

• Company-provided equipment for remote work, including a laptop, computer monitor, docking station, keyboard, mouse, and USB ethernet adapter.

• Medical, dental, and vision insurance options.

• Paid time off benefits.

• Retirement savings plans.

• Wellness initiatives.

• Additional resources available based on eligibility.