Supervisor, Patient Support
US
KnippeRx Careers
Req #: 6545
Type: Regular Hire Full-Time
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Overview: YOUR PASSION, ACTIONS & FOCUS is our Strength Become one of our Contributors Join the KnipperHEALTH Team! This is a critical position requiring excellent supervisor and customer interaction skills with a working knowledge of pharmacy processing. The individual is expected to oversee Patient Support Leads/Sales staff to convert Leads to patients within Eagle Pharmacy while ensuring patient satisfaction with Eagle Pharmacy. A solid record of successful sales is essential. Responsibilities: * Direct the workforce either directly or indirectly through the management hierarchy to include interviewing, selection, orienting, training, coaching, performance management, as appropriate * Develops and implements strategies, tools, and training to ensure conversion of leads to patients/customers * Oversees daily operations of Patient Support Services Leads/Sales team including quality of service, call flow, abandon, etc. Provides daily and monthly reporting as required * Works in coordination with PSS and Pharmacy Operations to ensure efficient processes for patient care and retention * Responsible for all aspects of employee management including but not limited to hiring, training, and performance management * Monitors random calls to improve quality, minimize errors and track performance * Aids patients and support staff with escalated calls and other unresolved issues * Ability to design and/or prepare training/instructional materials, teaching aids and devices * Able to clearly identify problem areas and report to senior management as needed * Accurately completing other tasks as assigned by management The above duties are meant to be representative of the position and not all-inclusive. Qualifications: Education and Experience This position requires a high school diploma or equivalent. Candidates with a college degree are preferred. Candidates with post high school or specialized training is a plus. The candidate for this position should have three years of experience as a call center lead or supervisory position. Call center sales/ upselling experience is required. Candidates with healthcare industry experience are desired. Candidates should be familiar with Microsoft Word, Excel, and Outlook. Knowledge, Skills, and Abilities * Speak clearly, concisely and effectively; listen to and understand information and ideas as presented verbally; excellent oral and written communication skills * Ability to drive a team of call center representatives to attain key performance metrics. * Organize information in a clear and concise manner * Deal with people in a way that shows sensitivity, tact, and professionalism * Make a decision or solve a problem by using logic to identify key facts, explore alternatives, and propose quality solutions * Positive attitude with excellent sales and customer service mindset, working in a way that demonstrates a commitment to Incredible Service * Ability to handle multiple activities or interruptions at once * Focused team player, who can work in conjunction with pharmacists, pharmacy technicians, other departments, customers, and management * Strong interpersonal skills * Work independently with little supervision and meet daily deadlines * Computer proficiency to navigate required databases and operate in required software packages. * Able to work effectively under pressure * Ability to work flexible hours as needed * Ability to sit at computer using phone and headset for length of shift with breaks and lunch away from desk assigned per length of given shift Work Environment/Physical Demands This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with patients/clients. #Supervisor#Operations#Lakeland #INKMW
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