Customer Experience Technician Supervisor

Job Description

Job Description

Since 1985, Belmar Pharma Solutions has been the compounding pharmacy of choice for healthcare providers who refuse to compromise on quality, consistency, and clinical support. We have been leaders in Women’s Health since our inception and continue to offer unsurpassed educational resources for women’s and men’s hormones, along with a dedicated Women’s Health team.

At Belmar, our benefits reflect our commitment to wellness, respect, and accountability. We offer comprehensive health coverage, a 401(k) with 5% match with no vesting period, paid time off and holidays, $500 referral bonuses, and access to free or reduced-cost prescriptions—because supporting our team enables us to deliver unmatched care.

The Customer Experience Technician Supervisor is responsible for providing a superior customer experience to customers and fostering a supportive environment for optimal patient care. The CXC Technician Supervisor manages the department workflow and is responsible for leading and managing the team to achieve optimal operational productivity. This role will support Belma Pharma Solutions management in carrying out the mission of the company. 

Responsibilities

• Demonstrate superior knowledge of all pharmacy rules and regulations 
• Ensure appropriate operational productivity, engagement, and quality metrics are established and met 
• Train, supervise, and participate in performance evaluations of assigned staff 
• Ensure performance goals, expectations, and standards are clearly understood by staff 
• Assist in monitoring efficiency metrics by gathering relevant data and providing quality reporting. 
• Develop and direct work schedules and monitor workflow 
• Work closely with the Operations Manager and CX Pharmacist Manager to implement new policies and initiatives 
• Manage time effectively to oversee workflows, employees, and complete project related work 
• Collaborate and encourage a team environment, manage performance, and participation  
• Interpret faxes, e-scripts, verbal, and written prescription orders 
• Input all information into LifeFile System 
• Charge credit cards for orders 
• Answer patient phone calls and provide excellent customer service 
• Process refill requests from patients and doctors’ offices 
• Call patients about new prescriptions and IVR requests 
• Call doctors for refill requests 
• Maintain compliance with company and HIPPA patient confidentiality requirements 
• Follow all policies and procedures set forth by company 
• Perform other duties as assigned 

Qualifications

• High School Diploma or equivalent
• Current Wisconsin Pharmacy Technician certification or ability to take Wisconsin Pharmacy Technician examination within 60 days of employment as required by state law 
• Registered as a licensed technician or provisional license 
• Must exhibit excellent customer services skills and empathy 
• Excellent communication, listening skills and attention to detail
• Ability to identify problems and recommend solutions 
• Experience with Microsoft Office products, data entry, email, internet 
• Good math skills  
• Enjoy working in a team environment
• Strong work ethic
• Previous supervisory experience preferred 
• Experience working in a retail pharmacy preferred 

Pay Range: $61,680 - $69,440