Supervisor, Clinical Pharmacy Technicians
Company: Magellan Health
Location: Rancho Cordova
Posted on: January 12, 2022
Serves as a member of the Service Operations Management Team.
Leads and grows the performance of a team of customer service
agents while supporting and enhancing customer experiences and
business objectives. Responsible for day-to-day tactical
activities, performance trending, performance
managing/coaching/developing agents and time management.
Responsible for the delivery of superior customer service by
maximizing employee performance and ensuring calls are answered
effectively and efficiently by supervising incoming calls,
resolving escalated calls, assisting agents with any client related
questions, ensuring agents adherence to schedules and ensuring
compliance to policies and procedures. Motivates agents to peak
performance through positive coaching, constructive feedback and
incentives, demonstrates a commitment to the company`s mission and
vision, and supports activities that strengthen the client
relationship and grow the organization. Drives the daily
performance of a team of customer service agents ensuring SLAs and
other business targets are met and exceeded.
Collects and provides timely, productive and measurable feedback to
ensure recognition, process changes and development opportunities
Oversees the team`s annual goal setting process, performance
evaluations and performance improvement plans.
Supports agents, business and brand initiatives, especially as
related to achieving outstanding client experiences, including
engaged daily floor support, escalated customer resolution and
engagement in training and support areas as needed.
Remains alert to conversations on the floor, monitoring agents for
quality and training purposes.
Reviews new and updated accounts with Agents (one-on-one).
Ensures agents compliance with policies and procedures.
Provides direction to agents on achieving departmental standards
while encouraging and motivating them in promoting customer
loyalty, employee recognition, and revenue generation.
Monitors call traffic and makes adjustments based on call center
Produces monthly team report detailing team activity, trend
analysis, goals/objective status and special projects.
Actively participates in process / project conversations, emails
and activities that will improve effectiveness/experience for
client, agents, leadership, brands or partner departments
Displays ownership and accountability for the customer experience,
employee relations, core business metric targets/contributing
factors and understanding of the organizations policies and
Maintains reliability and flexibility to ensure team and business
needs are appropriately supported.
Delegates work to agents as needed.
Proactively addresses call center concerns and identifies areas of
Handles system emergencies with direction from IT department and/or
Assists with task assignments in the Manager's absence.
Performs other related duties and special projects as
Other Job Requirements
Must have an active pharmacy technician licensure or registration
in accordance with state requirements.
If state does not require an exam for licensure/registration, must
possess both active pharmacy technician licensure or registration
in accordance with state requirements AND an active national
certification (e.g., PTCB or ExCPT).
In states that do not require licensure or registration, must have
an active national certification (e.g., PTCB or ExCPT).
Minimum of 3 years of experience in a high volume call center and
Pharmacy Benefit Management (PBM) experience required.
For positions supporting Medicare Part B, requires 2+ years of
experience in Medicare Part B.
General Job Information
Supervisor, Clinical Pharmacy Technicians
Work Experience - Required
Customer Service, PBM (Pharmacy Benefit Management)
Work Experience - Preferred
Education - Required
GED, High School
Education - Preferred
License and Certifications - Required
CPT/ExCPT/LPT/PTCB/RPT, Pharmacy Technician, State Requirements -
License and Certifications - Preferred
Magellan Health, Inc. is proud to be an Equal Opportunity Employer
and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
Every employee must understand, comply with and attest to the
security responsibilities and security controls unique to their
position; and comply with all applicable legal, regulatory, and
contractual requirements and internal policies and
Keywords: Magellan Health, Rancho Cordova , Supervisor, Clinical Pharmacy Technicians, Healthcare , Rancho Cordova, California
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