Call Center Supervisor - Specialty Pharmacy

Program Supervisor

The purpose of the Program Supervisor is to supervise and manage the teams who provide education and support to healthcare providers and patients related to product. The Supervisor plans and implements operational service center strategies; improving systems and processes; meeting and exceeding quality goals; establishing relationships with business partners; and provide development and management support of associates. This position requires strong leadership, coordination, scheduling, recruiting, communication, staff development, project leadership, and process re-design responsibilities.

Responsibilities include :

• Directly supervises all employees within the Patient Solutions Program(s).
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Makes necessary changes in staffing based on the day of the week and other anticipated events.
• Monitors productivity of customer service representatives and generates reports.
• Monitors 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 targets.
• Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
• Answers questions and recommends corrective services to address customer complaints.
• Provides 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 actions.
• Determines work procedures, prepares work schedules and expedites workflow.
• Studies and standardizes procedures to improve the efficiency of direct reports.
• Maintains collaboration among workers and resolves grievances.
• Prepares composite reports from individual reports by direct reports.
• Performs other related duties as assigned by management.