Pharmacy Technician and Fulfillment Team Lead

3 weeks ago

Chicago, Illinois, United States AbbVie Full time
Job Description

The Team Lead position provides support to Supervisor(s) and management. The Lead provides advanced knowledge to assist in order processing for the pharmacy technician and fulfillment roles.

The role will be responsible for workload management and ensuring that all day-to-day activities of the teams operate smoothly.

The team lead position requires the individual to be able to perform the core job responsibilities of a pharmacy technician and a fulfillment technician in addition to providing administrative resource support for the functional area supervisor(s).

This position works collaboratively with other areas of the pharmacy to provide a high level of customer service.

Key Responsibilities
  • Collaborate with and support supervisor(s) and manager(s) to monitor and assign work and adjust workload and staffing requirements to ensure referrals and orders are addressed to achieve established KPIs.
  • Perform call monitoring to ensure call quality goals are met.
  • Successfully complete role-based training requirements, including passing certifications and competency assessments prior to conclusion of training period.
  • Handle escalated issues by collaborating with various functional areas within AbbVie and involving management when needed.
  • Manage FedEx exceptions and mail processing.
  • Maintain a work environment that upholds privacy standards required by law and AbbVie.
  • Primary back-up support to the Inventory Planner, which includes ordering, receiving, maintenance, destruction, and inventory adjustments in the SAP system.
  • Identify and collaborate with all necessary personnel to determine objectives; organize, schedule, and perform testing as business requires; and send out updates to necessary parties via email, presentations, etc.
  • Subject Matter Expert in all aspects of the pharmacy technician role and fulfillment role, including patient and HCP communication and dispensing orders.
  • Perform quarterly review of policies and procedures to ensure compliance and perform updates or create new documents if required.
  • Primary point of contact for Training department, including providing support for training curriculum and being certified as a side-by-side trainer for new hires.
  • Identify and recommend process/system improvements that increase efficiency and productivity of respective functional areas and communication with supervisor(s).
Requirements
  • High School Diploma or equivalent required. College or a 2-year Associate Degree is preferred.
  • Individuals must meet applicable Pharmacy Technician Licensure and Certification requirements no later than the first day of employment.
  • A minimum of 3-5 years' experience within a healthcare provider, PBM, Specialty Pharmacy, or Retail/Mail Order Pharmacy setting, familiarity with medical record handling/documentation, strong core insurance (Medical and Pharmacy Benefit) knowledge, high-quality customer service, knowledge of online verification systems, or similar experience preferred.
  • Ability to express ideas clearly in both written and oral communications.
  • Strong attention to detail, ability to multi-task, and ability to make independent, high-quality decisions and operate under general supervision.
  • Strong computer skills required, including quick and accurate data entry; including, but not limited to, Microsoft Word or Excel software applications.
  • Completes individual tasks, collaborative, and cross-functional acumen, and ability to effectively manage time by adhering to deadlines required.
  • Ability to work a schedule based on business needs.

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