Welcome page Returning Candidate? Log back in! Supervisor, Patient Support Job Locations US-KY-Louisville Job ID 2024-5297 Category Customer Service/Support Overview

YOUR PASSION, ACTIONS & FOCUS is our Strength

Become one of our Contributors

Join the KnipperHEALTH Team!

 

KnipperHealth is a highly profitable, rapidly growing company that is competitively unique and nimble in service solutions. We offer incredibly competitive pay and benefits that start on your first day of employment.

 

Things you can expect within your first 90 days:

• Zero time waiting for benefits

• Welcoming team with a great culture

• Classroom and on-the-job training

• 30/60/90 check-ins with leadership team

• Educational Assistance Opportunities

 

POSITION SUMMARY:

The Supervisor manages program staff, activities, processing, order fulfillment and deliverables associated with assigned Program(s). 

Responsibilities Direct the work force either directly or indirectly through the management hierarchy to include interviewing, selection, orienting, training, coaching, performance management, as appropriateCoordinate and supervise the daily activities of a team pharmacy members and programs that range from routine to moderately complex. Typically, does not spend more than 5% of time performing the same work as those supervisedAssist with monitoring attendance, weekly time approval, and PTO requestsEnsures agents understand and comply with all pharmacy objectives, performance standards, and policiesAssist Team Leads with answering agent questions regarding best practices or difficult callsEnsure necessary changes are made in staffing based on day of week, volume of work, client priority, or other anticipated or unanticipated events to ensure SLAs are achievedIdentify operational issues, suggest and implement improvementsPerform QA on agent phone callsMonitor and evaluate agent performance, train, coach, and escalate performance issues as necessaryMonitor Key Performance Indicators (KPIs) – Identify, track and utilize KPIs to achieve business objectives and drive continuous process improvementPerform routine audits to ensure standard operating procedure (SOP) complianceEnsures training plan is coordinated with training department for new hires.Preparing reports and analyzing data to assist management as they determine client program goalsWorking with other supervisors and management team members to support agents and maximize customer satisfactionKeep management updated on all activities, metrics, and issuesProvide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actionMonitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targetsEnsure that staff receive the training needed to be proficient in their rolesAnswer questions and requests, respond to and refer inquiries to the Pharmacist when necessaryProvide high quality customer service to patients and doctors while protecting patient confidentiality

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications

MINIMUM JOB REQUIREMENTS:

Bachelor's Degree with three (3) or more years related experience or equivalent combination of education and experienceThree (3) years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related fieldTwo (2) years of supervisory experienceExperience with HIPAA, PDMA, cGMP adverse events

PREFERRED EDUCATION AND EXPERIENCE:

Specialty pharmacy experienceSupervisory experience in a call center environmentProject management experienceBi-lingual, English and Spanish

KNOWLEDGE, SKILLS & ABILITIES:

Ability to coach, train, and motivate employees and evaluate their performanceService minded; focus on recognizing and meeting the needs of others (especially patients and care partners)Able to manage one's own time and that of their direct reports; seeks agreement on resource allocation taking into account all stake holders; demonstrates frugality by properly preparing and adhering to budgets; seeks ways to decrease cost and spend only on things that improve customer satisfactionPersonal initiative and commitment to team and organizational goalsAbility to work independently with minimal supervisionAbility to work under pressure and appropriately prioritize responsibilitiesAbility to accept changing workflows and unexpected demands requiring flexibilityExcellent verbal and written communication skillsExcellent analytical, problem solving and decision-making skillsExcellent interpersonal and customer service skillsExcellent organization skills with attention to detailExcellent typing / keyboarding skillsAbility to learn from a variety of techniquesAbility to accept ambiguity at times and apply decision making skills to determine course of actionAbility to follow established process flowsAbility to perform accurately and efficiently when inputting information into computer softwareAbility to effectively multi-taskStrong computer skills including Microsoft Office productsBasic math skillsAbility to recognize subtle differences in names and numbersAbility to work effectively in highly stressful situations, exhibiting flexibility in changing situations

PHYSICAL DEMANDS:

Location of job activities 100% insideExtensive manual dexterity (keyboarding, mouse, phone)Constant use of phone for communicationNoise and/or vibrations exposureFrequently reach (overhead), handle, and feel with hands and armsSit for prolonged periods of timeOccasionally stoop, kneel, and crouchOccasionally lift, carry, and move up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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