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Interim Supervisor, Re-Enrollment Specialist

2 months ago

Louisville Kentucky, United States Knipper HEALTH Full time
Job Summary

We are seeking a highly skilled and experienced Interim Supervisor to join our team at Knipper HEALTH. As a key member of our leadership team, you will be responsible for managing program staff, activities, and deliverables associated with assigned programs.

Key Responsibilities
  • Direct the work force either directly or indirectly through the management hierarchy to include interviewing, selection, orienting, training, coaching, performance management, as appropriate
  • Coordinate and supervise the daily activities of a team of pharmacy members and programs that range from routine to moderately complex
  • Assist with monitoring attendance, weekly time approval, and PTO requests
  • Ensure agents understand and comply with all pharmacy objectives, performance standards, and policies
  • Assist Team Leads with answering agent questions regarding best practices or difficult calls
  • Ensure necessary changes are made in staffing based on day of week, volume of work, client priority, or other anticipated or unanticipated events to ensure SLAs are achieved
  • Identify operational issues, suggest and implement improvements
  • Perform QA on agent phone calls
  • Monitor and evaluate agent performance, train, coach, and escalate performance issues as necessary
  • Monitor Key Performance Indicators (KPIs) – Identify, track and utilize KPIs to achieve business objectives and drive continuous process improvement
  • Perform routine audits to ensure standard operating procedure (SOP) compliance
  • Ensures training plan is coordinated with training department for new hires
  • Preparing reports and analyzing data to assist management as they determine client program goals
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction
  • Keep management updated on all activities, metrics, and issues
  • Provide 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 action
  • Monitor 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
  • Ensure that staff receive the training needed to be proficient in their roles
  • Answer questions and requests, respond to and refer inquiries to the Pharmacist when necessary
  • Provide high quality customer service to patients and doctors while protecting patient confidentiality
Requirements
  • Bachelor's Degree with three (3) or more years related experience or equivalent combination of education and experience
  • Three (3) years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
  • Two (2) years of supervisory experience
  • Experience with HIPAA, PDMA, cGMP adverse events
Preferred Qualifications
  • Specialty pharmacy experience
  • Supervisory experience in a call center environment
  • Project management experience
  • Bi-lingual, English and Spanish
Knowledge, Skills & Abilities
  • Ability to coach, train, and motivate employees and evaluate their performance
  • Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners)
  • Able to manage one's own time and that of their direct reports; seeks agreement on resource allocation taking into account all stakeholders; demonstrates frugality by properly preparing and adhering to budgets; seeks ways to decrease cost and spend only on things that improve customer satisfaction
  • Personal initiative and commitment to team and organizational goals
  • Ability to work independently with minimal supervision
  • Ability to work under pressure and appropriately prioritize responsibilities
  • Ability to accept changing workflows and unexpected demands requiring flexibility
  • Excellent verbal and written communication skills
  • Excellent analytical, problem solving and decision-making skills
  • Excellent interpersonal and customer service skills
  • Excellent organization skills with attention to detail
  • Excellent typing / keyboarding skills
  • Ability to learn from a variety of techniques
  • Ability to accept ambiguity at times and apply decision making skills to determine course of action
  • Ability to follow established process flows
  • Ability to perform accurately and efficiently when inputting information into computer software
  • Ability to effectively multi-task
  • Strong computer skills including Microsoft Office products
  • Basic math skills
  • Ability to recognize subtle differences in names and numbers
  • Ability to work effectively in highly stressful situations, exhibiting flexibility in changing situations
Physical Demands
  • Location of job activities 100% inside
  • Extensive manual dexterity (keyboarding, mouse, phone)
  • Constant use of phone for communication
  • Noise and/or vibrations exposure
  • Frequently reach (overhead), handle, and feel with hands and arms
  • Sit for prolonged periods of time
  • Occasionally stoop, kneel, and crouch
  • Occasionally lift, carry, and move up to 25 pounds