Remote Call Center Supervisor, Clinical Pharmacy

Serves as a member of the Service Operations Management Team. Leads and grows the performance of a team of pharmacy technicians 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.

• Minimum of 3 years of experience in a high volume call center and Pharmacy Benefit Management (PBM) experience required.
• Must possess service excellence attitude.
• Demonstrated track record of managing change with proven results.
• Ability to identify individual and team developmental needs.
• Ability to effectively coach and develop team members.

Other Job Requirements

Responsibilities

• Minimum of 3 years of experience in a high volume call center and Pharmacy Benefit Management (PBM) experience required.

General Job Information

Title

Remote Call Center Supervisor, Clinical Pharmacy

Grade

21

Work Experience

Customer Service, PBM (Pharmacy Benefit Management)

Education

GED (Required), High School (Required)

License and Certifications - Required

CPT/ExCPT/LPT/PTCB/RPT, Pharmacy Technician, State Requirements - Pharmacy

License and Certifications - Preferred

Magellan Health Services is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled. Every employee must understand, comply and attest to the security responsibilities and security controls unique to their position.