Pharmacy Outreach Team Supervisor

Job Summary We're looking for a Pharmacy Tech Supervisor (Call Center) to lead and support a team of pharmacy technicians who provide telephonic pharmacy support to patients, pharmacies and prescribers, and drive special projects that improve medication adherence, clinical outcomes, and healthcare-cost management for our members. This position ensures accurate, timely, and compliant resolution of medication access issues, supports medication adherence, and contributes to Medicare STAR ratings and other clinical quality metrics in a fast-paced call center environment. If you're passionate about pharmacy, patient care, and leading high-performing teams in a dynamic setting, this is a great opportunity to grow your impact and make a measurable difference in our members' health. Key Responsibilities Supervise, train, and develop pharmacy technicians across assigned markets, including onboarding, performance management, and professional development. Serve as a subject matter expert (SME) for medication adherence and clinical pharmacy initiatives, providing guidance and best practices to the team. Conduct staff meetings, performance evaluations, and team-level reviews to ensure alignment with departmental policies and standards, and established productivity and quality metrics. Monitor and manage escalation reports, triage high-priority cases, and resolve complex medication access issues in a timely and compliant manner. Lead or participate in cross-functional projects and continuous quality improvement (CQI) initiatives to enhance clinical and operational performance. Collaborate with clinical teams to identify patient needs and coordinate referrals to local, state, or federally funded medication assistance programs. Ensure team logs call details, utilize call scripts, and confirm needed details to support expected workflows. Develop and deliver training, tools, and workflows that embed adherence best practices into everyday operations. Maintain a high level of professionalism and efficiency in a call-oriented, fast-paced environment. As needed, conduct proactive outreach to patients, pharmacies, and prescribers to coordinate new medications or refills, using multiple communication channels (phone, fax, text) to pursue necessary follow-up. Analyze performance data and translate insights into actionable recommendations. Perform additional duties and responsibilities assigned by leadership to support team and organizational objectives. Job Requirements Experience and Competencies Possess at least 2 years of lead or supervisory experience in a healthcare environment, or an equivalent combination of education and experience. Lead and manage assigned special projects, ensuring execution is aligned with objectives, timelines, and quality standards. Address complex patient issues impacting medication access/adherence with minimal supervision, leveraging clinical and operational knowledge. Handle and resolve call escalations from physicians, pharmacies, and patients in a timely and professional manner. Monitor daily tasks and workflows for assigned markets and team members to ensure timely and accurate case resolution. Manage, coach, and conduct performance reviews for assigned team members, fostering accountability, growth, and adherence to quality and departmental standards. Participate in and/or lead cross-functional project teams, initiatives, and process improvement activities as directed. Support team training, data analysis, and function as an SME for medication adherence and related clinical pharmacy metrics. Demonstrate excellent communication, customer service, and problem-solving skills in all interactions with patients, providers, pharmacy staff, and internal colleagues. Maintain a patient-centric, service-oriented mindset that prioritizes safe, timely, and respectful care experiences. Adhere strictly to HIPAA regulations, organizational privacy policies, and ethical standards in all facets of patient outreach and data handling. Fulfill and exceed all expectations of the Senior Pharmacy Outreach Specialist role. Perform additional duties and responsibilities assigned by leadership to support team and organizational objectives. Educational / Experience Requirements High school diploma or equivalent. Bachelor's degree in healthcare, business, or a related field preferred. Current pharmacy technician certification (e.g., CPhT) required. Minimum of 7 years of pharmacy technician experience, including 1-2 years in a supervisory or lead-technician role, preferably in a call center, retail, or managed-care pharmacy environment; or an equivalent combination of education and experience that provides a comparable background. Required Skills and Abilities Strong orientation toward patient-centric care and creating an unmatched patient/member experience. Proven experience supervising or leading a team of pharmacy technicians in a high-volume, call-oriented environment. Solid understanding of pharmacy operations, medication dispensing workflows, and medication-access barriers (e.g., prior authorizations, formulary, affordability). Strong familiarity with medication adherence concepts and experience supporting clinical-quality initiatives such as Medicare STAR ratings. Ability to analyze workflow and data and implement process improvements to enhance efficiency, accuracy, and patient outcomes. Excellent communication, interpersonal, and problem-solving skills, with the ability to coach, mentor, and motivate team members effectively. High level of organizational skill and attention to detail in a fast-paced, highly matrixed deadline-driven setting. Strong proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook). Proficiency in data analysis and presentation development (e.g., Excel, PowerPoint, reporting tools). Physical and Mental Requirements Ability to stand/sit for extended periods. Visual acuity and fine motor skills. Ability to travel as needed. Work Environment Occasional travel might be required for this position. Pay Range $52,000-$75,000 based on Experience Sponsorship Statement WellBe does not offer employment-based visa sponsorship for this position. Applicants must be legally authorized to work in the United States without the need for employer sponsorship now or in the future. Pay Transparency Statement Compensation for this position will be disclosed in accordance with applicable state and local pay transparency laws. Drug Screening Requirement As a condition of employment, WellBe Senior Medical requires all candidates to successfully complete a pre-employment drug screening. Ongoing employment may also be contingent upon compliance with the company's Drug-Free Workplace Policy, which includes random, post-accident, and reasonable suspicion drug testing. The company reserves the right to test for substances that may impair an employee's ability to safely and effectively perform their job duties. Background Check Statement Employment is contingent upon successful completion of a background check, as permitted by law. As a healthcare organization, WellBe conducts monthly FACIS (Fraud and Abuse Control Information System) checks on all employees. Continued employment is contingent upon satisfactory results of these checks, in accordance with applicable laws and regulations. Equal Employment Opportunity (EEO) Statement WellBe is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status. Americans with Disabilities Act WellBe Senior Medical is committed to complying with the Americans with Disabilities Act (ADA) and applicable state and local laws. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. If you require an accommodation during the application, interview or employment process, please contact Human Resources at View email address on click.appcast.io At-Will Employment Statement Employment with WellBe is at-will unless otherwise specified by contract. This job description does not constitute an employment contract. Disclaimer This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as necessary. #J-18808-Ljbffr WellBe Senior Medical