Team Lead, Pharmacy

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POSITION SUMMARY:

The Team Lead, Pharmacy, would have the responsibility to monitor team activity and effectiveness, manage queues in the Call Center Software as unexpected increases/decreases in volumes dictate, update FAQs as required, handle escalations, expedite tickets issued by the teams and assist in the setup of new campaigns in the Call Center Software and SalesForce.com.

Responsibilities

KEY AREAS OF RESPONSIBILITY:

Lead team or group performance to meet or exceed daily, weekly, monthly goals established by Pharmacy Management team.

Participate in training, daily monitoring, coaching and critiquing of team members.

Motivate and encourage agents through positive communication and feedback.

Assist and provide guidance to staff for handling call escalations.

Provide administrative support to the department Supervisor and/or support staff relative to department.

Troubleshoot problems until resolved.

Schedule employees, report and maintain files.

Use the time reporting system; signing and reporting all exception time on a weekly basis.

Complete other administrative tasks in a timely manner.

Perform responsibilities in a professional manner, meeting Company mission and goals.

Proficiency with CareTend processes and functions, and ability to use CareTend system to document transaction histories

Effective and written and oral communication across multiple departments.

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

Qualifications

REQUIRED EDUCATION AND EXPERIENCE:

High School Diploma

Prior experience in training, lead roles, or supervisory experience is highly desirable

Certification by the PTCB or a Pharmacy Technician license from the State of Indiana is required.

Experience with drug reimbursement issues and claim adjudication process required

Experience with insurance benefits investigations; knowledge of U.S. Private and Government payers required

Experience with HIPAA, PDMA, cGMP adverse events preferred

Ability to read, write, speak and understand the English language.

KNOWLEDGE, SKILLS & ABILITIES:

Excellent written and verbal communication skills.

Excellent analytical, problem solving and decision making skills.

Ability to accept changing workflows and unexpected demands requiring flexibility.

Ability to work under pressure and appropriately prioritize responsibilities.

Ability to work independently with minimal supervision.

Ability to develop collaborative working relationships.

Ability to prepare and write investigational reports for management review.

Working knowledge of current including Good Documentation Practices, and Good Distribution Practices.

Thorough understanding of the State of Indiana Board of Pharmacy Regulations

Basic understanding of Project Management e.g. Project Management Body of Knowledge – PMBOK Guide.

Able to use Microsoft Excel and Word at the following levels:

Word – Basic Level: This level of skills is sufficient to perform daily word processing tasks, such as, producing routine letters, memorandums, and informal reports. A person with this level of skills is able to use basic formatting, editing, printing functions, and understands the document page setup.

Proficient in use of computers and ability to learn internal software programs.

Ability to use a calculator to perform basic math functions and understands the concept of same including: add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; compute ratio, rate and percent.

Able to control 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 satisfaction;

PHYSICAL REQUIREMENTS:

Location of job activities 100% inside

Noise and/or vibrations exposure

Stand and sit for prolonged periods of time

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

Regular Hire Full-Time