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Interim Patient Support Team Supervisor

2 months ago

Louisville, Kentucky, United States Knipper Full time
POSITION OVERVIEW:
The Interim Team Lead for Patient Support is tasked with overseeing team performance and operational efficiency. This role involves managing call center activities, adapting to fluctuations in call volumes, updating informational resources, addressing escalated issues, and facilitating the launch of new initiatives within the call center environment.

KEY RESPONSIBILITIES:
1. Drive team performance to achieve or surpass established targets set by Pharmacy Management.
2. Engage in training, ongoing monitoring, coaching, and providing constructive feedback to team members.
3. Inspire and motivate staff through effective communication and support.
4. Assist in resolving escalated calls and provide guidance to team members.
5. Offer administrative assistance to the department Supervisor and maintain relevant documentation.
6. Identify and troubleshoot operational challenges until resolved.
7. Manage employee scheduling and maintain accurate reporting records.
8. Utilize time reporting systems and ensure timely completion of administrative tasks.

EDUCATION AND EXPERIENCE REQUIREMENTS:
- High School Diploma is essential.
- Previous experience in training, leadership, or supervisory roles is highly valued.
- Certification from the PTCB or a Pharmacy Technician license from the State of Indiana is mandatory.
- Familiarity with drug reimbursement processes and claims adjudication is required.
- Knowledge of insurance benefits investigations and understanding of U.S. private and government payers is essential.
- Experience with HIPAA, PDMA, and cGMP adverse events is preferred.
- Proficiency in reading, writing, and understanding English is necessary.

SKILLS AND COMPETENCIES:
- Exceptional written and verbal communication abilities.
- Strong analytical, problem-solving, and decision-making skills.
- Flexibility to adapt to changing workflows and demands.
- Capability to prioritize tasks effectively under pressure.
- Ability to work independently with minimal oversight.
- Skill in fostering collaborative relationships.
- Competence in preparing detailed reports for management review.
- Understanding of Good Documentation Practices and Good Distribution Practices.
- Familiarity with State of Indiana Board of Pharmacy Regulations.
- Basic knowledge of Project Management principles, such as PMBOK Guide.

TECHNICAL PROFICIENCIES:
- Proficient in Microsoft Excel and Word at a basic level, sufficient for daily tasks including document creation and formatting.
- Competent in using computers and learning internal software systems.
- Ability to perform basic mathematical functions and understand related concepts.

WORK ENVIRONMENT:
- Job activities are conducted indoors with potential exposure to noise and vibrations.
- Ability to stand and sit for extended periods is required.
- Reasonable accommodations may be made for individuals with disabilities to perform essential functions.