Pharmacy Technician and Fulfillment Team Lead

4 weeks ago

Chicago, Illinois, United States AbbVie Full time
Job Description

The Team Lead position provides advanced support to Supervisors and management, focusing on order processing for pharmacy technicians and fulfillment roles. This role is responsible for workload management, ensuring smooth day-to-day operations of the teams.

Key Responsibilities
  • Collaborate with Supervisors and management to monitor and assign work, adjusting workload and staffing requirements to meet established KPIs.
  • Perform call monitoring to ensure call quality goals are met.
  • Successfully complete role-based training requirements, including passing certifications and competency assessments.
  • Handle escalated issues by collaborating with various functional areas within AbbVie and involving management when needed.
  • Manage FedEx exceptions and mail processing, maintaining a work environment that upholds privacy standards required by law and AbbVie.
  • Provide primary back-up support to the Inventory Planner, including ordering, receiving, maintenance, destruction, and inventory adjustments in the SAP system.
  • Identify and collaborate with necessary personnel to determine objectives, organize, schedule, and perform testing as business requires, and send 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 the 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 communicate with Supervisors.
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, and proficiency in Microsoft Word or Excel software applications.
  • Ability to work a schedule based on business needs.

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