[Remote] Supervisor, Medication Adherence

Note: The job is a remote job and is open to candidates in USA. ChenMed is transforming healthcare for seniors and changing America’s healthcare for the better. The Supervisor, Medication Adherence is responsible for onboarding and training the Medication Adherence Technicians, supervising their performance, and ensuring patients receive excellent customer service regarding their medication adherence. This role also involves troubleshooting issues, managing call center operations, and leading team communications.ResponsibilitiesUnderstands and follows policies and proceduresMakes appropriate and timely decisions according to department standards, procedures and policiesSets the SOP for the workflow process for the Medication Adherence Call Center (MACC)Determines the KPIs for the MACCCloses the loop completely for patient/care team issues related to medication refillsHandles numerous phone contacts per dayCreate a system that allows for monitoring the MACC’s progress which will include the current Work In Progress (WIP) reportInform the developers if the Medication Adherence Tracking tool is not working properlyConnect with the Part D payer connection, for external payer data that is not in the Medication Adherence Tracking toolFollows-up/assigns all messages left from the previous dayMonitors Technician queues to maximize efficienciesSolves escalated pharmacy technician issues from the MACC teamAssists in Coordinator schedule creation and schedule managementLeads daily team meetingsCommunicates in an effective manner (oral and written)Delivers an extraordinary customer experience by responding to inquiries and concernsInteracts with employees across various levels and departmentsAssists in training preparation, set-up and deliveryTrains new team members using job aides and virtual training sessionsMonitors calls for quality assuranceMaintains acceptable performance standards, including effectiveness, efficiency, and qualityOther duties as assigned and modified at manager’s or Director’s discretionSkillsGED or High School DiplomaCertification as a Pharmacy Technician or Medication AssistantA minimum of 2 years of work experience in a medication dispensing/pharmacy settingA minimum of 2 years of leadership/supervisory experience strongly preferredExperience with Microsoft OfficeExperience with web-based customer relationship management systemsProficiency in keyboarding and navigating a windows environmentDetailed knowledge and understanding of medication adherence practices, protocols, techniques, functions and processesExcellent interpersonal skills, telephone communications skills and pharmaceutical calculation skillsExcellent written, verbal, listening and interpersonal communication skillsMust possess a customer service mindset with the ability to remain patient, calm and empathetic in challenging situationsAbility to make sound decisions and conduct follow ups for problematic situations that may arise during the established processAbility to practice discretion and care on a regular basis when working with sensitive/confidential data pertaining to the patient, department, or companyAbility 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 mannerProficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, database, and presentation softwareAbility and willingness to travel locally, regionally, divisionally or domestically up to 10% of the timeAbility to prioritize, organize, and multi-taskAble to train personnelScheduling experienceAble to deal with a fast-paced environmentPositive, cooperative, and collaborative attitudeSpoken and written fluency in EnglishBenefitsThis is a fully remote position with benefits and bonus package included.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 https://chenmed.makeityoursource.com/helpful-documentsWith great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow.Company OverviewChenMed is a full-risk primary care market leader that is transforming healthcare for seniors. It was founded in 1985, and is headquartered in Miami, Florida, USA, with a workforce of 1001-5000 employees. Its website is http://www.chenmed.com/.