Supervisor, Medication Adherence

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We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.

The Supervisor, Medication Adherence will be responsible for leading a group of Medication Adherence (MA) Technicians, in addition to being able to perform all of the duties and responsibilities of a MA Technician, the Supervisor is responsible for ensuring that the MA Technicians are performing at the highest level, whether the team is in a call center or virtual environment. The Supervisor sets an example for the team in consistently displaying the company values, working with a positive attitude, and performing duties at an exemplary level.

The Supervisor is accountable for onboarding and training the MA technicians, setting standards of excellence for the team, and supervising their performance; with the ultimate goal for patients to obtain an organized product they will understand allowing them to reduce or eliminate any adherence challenges.

In addition, the Supervisor will be also responsible for acting as an MA Technician him/herself. In that regard, he/she is also responsible for investigating why patients are late to pickup their refills, calling patients who do not have auto-refill to encourage them to enroll, close the loop for patients who have not picked up their medications on time by either routing to the care team to refill, determining if the patient has moved to an external pharmacy, or is no longer prescribed the medication.

The Supervisor, Medication Adherence must always provide excellent customer service and will approach every interaction with patients as an opportunity to support better health by ensuring they have addressed and are prepared to solve for barriers to patient medication adherence.

A successful Supervisor possesses a passion for working with seniors and embodies our patient promise. This position will reside within the Operations Service Center. The Supervisor will serve our patients according to corporate policies and regulations, while achieving department quality, compliance, and productivity standards, ensuring a high level of customer service.

ESSENTIAL JOB DUTIES/RESPONISBILITIES:

Works in a fast-paced, structured call center environment

• Understands and follows policies and procedures.
• Makes appropriate and timely decisions according to department standards, procedures and policies.

Manages call center workload/execution

• Sets the SOP for the workflow process for the Medication Adherence Call Center (MACC).
• Determines the KPIs for the MACC.
• Closes the loop completely for patient/care team issues related to medication refills.
• Handles numerous phone contacts per day.

Manages tools and resources required to perform the duties for the MACC

• Create a system that allows for monitoring the MACC's progress which will include the current Work In Progress (WIP) report.
• Inform the developers if the Medication Adherence Tracking tool is not working properly.
• Connect with the Part D payer connection, for external payer data that is not in the Medication Adherence Tracking tool.

Delegates work

• Follows-up/assigns all messages left from the previous day.
• Monitors Technician queues to maximize efficiencies.

Troubleshooting

• Solves escalated pharmacy technician issues from the MACC team.

Administrative tasks

• Assists in Coordinator schedule creation and schedule management.

Communication

• Leads daily team meetings.
• Communicates in an effective manner (oral and written).
• Delivers an extraordinary customer experience by responding to inquiries and concerns.
• Interacts with employees across various levels and departments.

Training

• Assists in training preparation, set-up and delivery.
• Trains new team members using job aides and virtual training sessions.
• Monitors calls for quality assurance.
• Maintains acceptable performance standards, including effectiveness, efficiency, and quality.
• Other duties as assigned and modified at manager's or Director's discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Detailed knowledge and understanding of medication adherence practices, protocols, techniques, functions and processes.
• Excellent interpersonal skills, telephone communications skills and pharmaceutical calculation skills
• Excellent written, verbal, listening and interpersonal communication skills.
• Must possess a customer service mindset with the ability to remain patient, calm and empathetic is challenging situations.
• Ability to make sound decisions and conduct follow ups for problematic situations that may arise during the established process.
• Ability to practice discretion and care on a regular basis when working with sensitive/confidential data pertaining to the patient, department, or company
• Ability to interact with all levels of internal and external parties, to convey information correctly and always represent ChenMed and its entities in the most favorable manner
• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, database, and presentation software.
• Ability and willingness to travel locally, regionally, divisionally or domestically up to 10% of the time.
• Ability to prioritize, organize, and multi-task.
• Able to train personnel.
• Scheduling experience.
• Able to deal with a fast-paced environment.
• Positive, cooperative, and collaborative attitude.
• Spoken and written fluency in English.

EDUCATION AND EXPERIENCE CRITERIA:

• GED or High School Diploma.

• Must meet both of the following requirements:

• Certification as a Pharmacy Technician or Medication Assistant AND

• A minimum of 2 years of work experience in a medication dispensing/pharmacy setting

• Experience with Microsoft Office.

• Experience with web-based customer relationship management systems.

• Proficiency in keyboarding and navigating a windows environment.

PAY RANGE:

$22.0 - $31.42 Hourly

The posted pay range represents the base hourly rate or base annual full-time salary for this position. Final compensation will depend on a variety of factors including but not limited to experience, education, geographic location, and other relevant factors. This position may also be eligible for a bonuses or commissions.

EMPLOYEE BENEFITS

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We're ChenMed and we're transforming healthcare for seniors and changing America's healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We're growing rapidly as we seek to rescue more and more seniors from inadequate health care.

ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people's lives every single day.

Current employees, if you want to apply to our internal career site, please click HERE

Current Contingent Worker please see job aid HERE to apply

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