Patient Care Advocate Supervisor
Found in: Talent US C2 - 2 weeks ago
Overview
Job Summary: Responsible for overseeing provision of enhanced specialty pharmacy services to patients in an inbound/outbound call center environment, including data entry of prescriptions, delivery scheduling, and management of the Patient Care Advocate team.
Responsibilities
Job Duties:
Supervise staff of Patient Care Advocates in inbound/outbound call center Provide timely reporting, feedback, and information to support the training and development of Patient Care Advocate team Direct and seek enhancements to call center workflow on a daily basis Ensure that team maintains and keeps reasonable production as determined by management Develop and manage department schedule, time off requests, etc. Provide escalated resolution to customer service issues to ensure member satisfaction Serve as primary resource for Regional Managers of Provider Relations on comprehensive patient support and other enhanced services Participate in after hours on-call rotation with the management team Travel with the sales team to build relationships with healthcare providers, as needed Responsible for accurate data entry of incoming prescriptions Responsible for accurate selection of billing and shipping methods for incoming patient orders Provide customer service coverage for incoming calls and directing incoming calls to appropriate staff as needed Work with internal stakeholders to provide resolution to payment related issues on accounts/orders Manage orientation process and training new employees Responsible for completing all mandatory and regulatory training programs Perform other duties as assigned
Qualifications
Experience:
Past experience in a customer service related field Past experience in a call center environment 12-24 months experience as a pharmacy technicianEducation Requirements:
Preferred: Bachelor’s Degree in Business Adm. or HealthcareSpecial Conditions of Employment:
Drug test Initial and continuous exclusion and sanction/disciplinary monitoring Any and all additional eligibility requirements based on the specific position-
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