Supervisor, Call Center Pharmacy Technician

Supervisor, Pharmacy Technician

We're building a world of health around every individual shaping a more connected, convenient and compassionate health experience. At CVS Health, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger helping to simplify health care one person, one family and one community at a time.

The Supervisor of the Pharmacy Technician team helps us meet our goal of successfully providing the best care anywhere for our patients by providing quality and efficient service to patients. Our pharmacy technicians receive inbound calls and make outbound medication adherence calls to patients and pharmacies to ensure optimal medication adherence. This role will supervise a team of approximately 15-17 pharmacy technicians, including recorded call monitoring, motivating, recognizing, coaching, training, resolving escalated patient issues, and communicating patient needs and requests to the care teams in the clinics. This position will report to the Manager, Pharmacy Programs.

Core responsibilities include:

• Supervising the day-to-day operation of a team of Pharmacy Technicians and being responsible for performance management and providing feedback
• Providing continual evaluation of processes and procedures
• Training Pharmacy Technicians on new processes/process changes
• Creating and maintaining dashboards to track team and individual productivity and performance
• Providing regular performance feedback and coaching to each team member and writing and administering performance reviews for skill improvement
• Creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level
• Working as a member/leader of special or ongoing projects that are important to area/process development
• Using appropriate judgment in upward communication regarding department or agent concerns
• Monitoring daily platform needs, including phone ques, DoseSpot, RX CareRequests, Salesforce, RXEffect, team chats
• Monitoring and resolving Service Recovery cases
• Responsible for maintaining licensure and certification
• Completing all Continuing Education expectations
• Other duties, as assigned

Remote work requirements include:

• Establishing a designated virtual work location within the state and city where you have confirmed you currently live
• Having functioning phone and internet access that is sufficient to support work responsibilities
• The work environment should be quiet, compliant with CVS Health and HIPAA guidelines, and allow for uninterrupted work during work hours
• The company will provide equipment (keyboard, monitor, ethernet cord for hard-wiring, computer, headset, etc.). All applicants must provide their own workspace furniture and ensure a quiet and safe workspace

What are we looking for?

• Minimum 2 years of previous management/supervisory/leadership experience
• Healthcare Call center experience
• Certified Pharmacy Technician (CPhT) certification required
• Excellent leadership, team building, and management skills
• Ability to multitask, prioritize, and manage time effectively
• A flexible and positive attitude with a high level of integrity
• An effective coach and trainer who can communicate with individuals with multiple different learning styles
• Outstanding phone demeanor and etiquette
• Computer proficiency, including Google Docs and Sheets
• Able to give and receive feedback effectively
• US work authorization
• Someone who embodies being "Oaky"

What does being "Oaky" look like?

• Radiating positive energy
• Assuming good intentions
• Creating an unmatched patient experience
• Driving clinical excellence
• Taking ownership and delivering results
• Being relentlessly determined

Why Oak Street Health?

Oak Street Health is on a mission to "Rebuild healthcare as it should be", providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient's communities, and focused on the quality of care over volume of services. We're an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody "Oaky" values and passion for our mission.

Oak Street Health Benefits:

• Mission-focused career impacting change and measurably improving health outcomes for Medicare patients
• Paid vacation, sick time, and investment/retirement 401K match options
• Health insurance, vision, and dental benefits
• Opportunities for leadership development and continuing education stipends
• New centers and flexible work environments
• Opportunities for high levels of responsibility and rapid advancement
• Company-provided work-from-home equipment, including a laptop, computer monitor, docking station, keyboard, mouse, and USB ethernet adapter

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.