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 manager to manage team performance and provide constructive feedback.

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

• Assess current processes and procedures, recommending enhancements to operations, efficiency, and service.

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

• Develop and maintain dashboards to monitor team and individual productivity and performance.

• Deliver regular performance feedback and coaching to team members.

• Conduct and oversee performance reviews.

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

• Lead or take part in special and ongoing process-development initiatives.

• Collaborate with colleagues to meet and maintain target metrics while ensuring a positive patient experience.

• Use appropriate judgment to communicate department or agent concerns to higher management.

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

• Track and resolve Service Recovery cases.

• Execute other assigned responsibilities.

• Report directly to the Manager of Pharmacy Programs.

⛳️ Requirements

• At least 2 years of prior management, supervisory, or leadership experience.

• Experience in a healthcare call center environment.

• Certification as a Pharmacy Technician (CPhT) is mandatory.

• Strong leadership, team building, and management skills.

• Proficient in multitasking, prioritizing, and effectively managing time.

• Possess a flexible and positive attitude with a strong sense of integrity.

• Capable of effective coaching and training for individuals with varying learning styles.

• Exceptional phone demeanor and etiquette.

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

• Ability to give and receive feedback in an effective manner.

• Must have US work authorization.

• Required to maintain licensure and certification.

• Expected to fulfill all Continuing Education requirements.

• Must have functioning phone and internet access to support work responsibilities.

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

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

• A quiet, HIPAA-compliant workspace equipped with a desk or table is necessary.

• Must designate a virtual work location within the state and city of current residence.

🏝️ Benefits

• Paid vacation and sick leave.

• Options for investment/retirement with 401K matching.

• Health insurance, including vision and dental coverage.

• Opportunities for leadership development.

• Stipends for continuing education.

• Flexible work environments in new centers.

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

• Comprehensive medical, dental, and vision coverage.

• Paid time off.

• Retirement savings options available.

• Wellness programs.

• Additional resources to support physical, emotional, and financial well-being.