Remote Supervisor, Clinical Call Center

Job Description

JOB SUMMARY - Remote Heathcare Call Center Experience Preferred

The Clinical Call Center Supervisor will supervise and lead remote call center associates who support the delivery of quality Medication Therapy Management (MTM) services. The team processes outbound inbound calls via VOIP to schedule patients and to do intake for MTM services. The Clinical Call Center Supervisor will support Clinical Services by ensuring direct reports meet operational goals and performance and quality expectations.

ESSENTIAL DUTIES & RESPONSIBILITIES

Oversee day to day clinical call center operations to support associates and to meet performance goals and business objectives, including

Supporting, monitoring, and optimizing team performance through analysis of current productivity, processes, capacity, and resources.

Communicating with team and responding as needs or questions arise

Real-time monitoring of teams’ activity

Monitor inbound calls and queues, and track key performance indicators such as abandonment rate, calls completed, and quality

Aid in quality audits, grievances, application issues and triage technology business application issues, as needed

Respond in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution

Manage team workflows to ensure efficient customer service operations

Lead and develop team through coaching and identification and or provision of educational resources

Collect, monitor, analyze, and report on operations metrics

Assist with the development and maintenance of policies, procedures and rubrics

Participate in the selection and hiring of associates and their orientation and training, as needed

Conduct performance appraisals, as well as goal setting and development conversations. Manage performance concerns as needed

Ensure, with support of Outcomes Quality Assurance and Compliance, services are delivered in compliance with all regulatory requirements and associates operate within guidelines and meet requirements

Regularly evaluate performance of assigned personnel

Monitor recorded calls and coach for efficiency and improvements

Collaborate with Outcomes Quality Assurance to ensure quality expectations are met

Ensure associate competency via training, competency assessments, and other means, if necessary

Review and approve payroll. Monitor attendance. Manage employee leaves of absence, FMLA, call offs, etc. Coordinate with workforce management regarding associate time-off, creation of associates schedules, staffing requirements, etc.

Create agendas, facilitate, and lead team meetings to discuss weekly performance, significant developments, upcoming trainings and events, and staffing. Ensures team’s alignment on new policies and procedures

Support Outcomes business objectives such as workflow design and management, process and policy review, testing, new project and workflow innovation and support, etc.

Serve as a player coach by actively engaging in live patient calls when needed

Participate in Clinical Services' strategic plan development and execution of assigned goals

Promote a mission-driven team culture, actively demonstrating accountability, empathy, integrity, opportunity and unity

Other duties as assigned

Meet performance expectations set forth by manager

Comply with the Outcomes Telecommuter Policy and other specific policies and procedures

Qualifications

KNOWLEDGE & REQUIREMENTS

Required

Ability to lead in a diverse, fast-paced, ever-changing environment

Work style that assigns a sense of urgency, with emphasis on the importance of timeliness, accuracy and accountability

Maintain a level of persistence and follow-up to ensure team is fully supported

Excellent time management skills (prioritizing and follow-up)

Strong written and verbal communications skills; ability to collaborate with all levels in the business unit and other business unit leaders.

Proficient in Microsoft office suite, emphasis Excel

Performance coaching and team growth skills

Proficient telephony application knowledge (preferred Genesys experience)

Preferred:

Strong understanding of HIPAA, TCPA, and compliance measures related to the delivery of clinical telephonic services

Knowledge and understanding of the 5 Core Elements of MTM Services, CMS guidelines, and quality measures

EDUCATION & EXPERIENCE REQUIREMENTS

Minimum years of work experience: 4 years

Minimum level of education or education experience: Bachelors or equivalent work experience

Required:

Leadership experience (indirect or direct)

1plus years of remote work experience

Preferred

Pharmacy and or health care experience

Experience leading or managing remote teams

Experience in project or product management and or compliance

The hiring range for this position is $65,000 to $70,000 per year. The actual base pay offered will consider candidate’s geographic location, job related knowledge, experience, and skill amongst other potential factors. There may be a bonus or commission, and/or a long-term incentive that will be provided as part of the compensation package, along with medical, financial and/or other benefits, depending on the level and position offered.

Company Description

Outcomes provides innovative pharmacy management solutions and clinical applications that adapt to the workflow needs of the largest network of independent and community pharmacists. For over 40 years, Outcomes has supported the needs of single, multi-site, assisted living and hospital pharmacies through its portfolio of software and services including Rx30, Computer-Rx, Telepharm, and PharmAssess.

Full-time

Fully remote