Responsible for providing leadership, support, and supervision to the Pharmacy Technician and the Fulfillment teams to ensure all day to day activities proceed smoothly and seamlessly. The supervisor is responsible for assuring all performance metrics, workload deliverables and customer service activities are completed in alignment with a high touch business model. The supervisor should build and maintain collaborative relationships with other team members to ensure seamless customer experience for patients and physicians. Responsible for supporting all pharmacy operations functions.
- Daily oversight and management of the Pharmacy Technician and the Fulfillment teams. Monitor work flow and adjust workload and staffing requirements to ensure that all activities are addressed in a timely and efficient manner.
- Coach individuals on monitored calls and cases reviewed to ensure accuracy of information, adherence to policies, and excellent customer service. Provide additional coaching and training to individuals as needed. Meet regularly with direct reports to provide direct feedback on their performance and progress against goals. Use effective coaching and management techniques to maintain a highly motivated and interactive work staff .
- Perform administrative tasks such as work hour scheduling, attendance monitoring and counseling, performance reviews.
- Work proactively with direct staff and internal functional areas to develop resolutions to challenging operational and functional issues to ensure the highest level of customer service for our patients.
- Identify and assign training needs on an individual basis to ensure individuals are appropriately trained. Provides continuing education to ensure performance at the highest level.
- Monitor adherence to all corporate, division and departmental procedures and policies well as pharmacy law and HIPAA guidelines to achieve compliance.
- Review and provide status updates dates to Management on key performance metrics.
- Apply effective coaching and management techniques to maintain a highly motivated and interactive work staff. Collaboratively work with all functional areas to assure the highest level of customer service and seamless referral processing.
- Perform additional tasks, activities, and projects as deemed necessary by management. Successfully complete role based training requirements, including passing certifications and competency assessments prior to conclusion of training period.
- Maintain a work environment that upholds privacy standards required by law and AbbVie.