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Pharmacy Technician Call Center Supervisor

Labcorp

This is a Full-time position in Lake Mary, FL posted November 25, 2022.

Pharmacy Technician Call Center Supervisor (Registered) 

Patient Access Solutions (Call Center) 

Lake Mary, Florida 

 

Get ahead in your career and make a difference in patients’ livesIf you are looking for a high-energy position in a collaborative environment, learn more about the Registered Pharmacy Technician opportunity with Labcorp Drug Development. 

 

In this role, you will be overseeing the day-to-day activities of the call center technician team. The Supervisor serves as the front-line resource for technician questions and escalations. The Pharmacy Technician Supervisor is actively involved in monitoring the training and development process of pharmacy technicians and assists in the development of policies and procedures specific to daily operations.  

 

 

Additional Responsibilities include: 

  • Efficiently manage the technician team’s scheduled shifts and day to day workflow assignments to meet client specific processing requirements 

  • Assess the need for technician overtime and approve technician scheduled time off based on order processing queues 

  • Conduct all call center and pharmacy technician candidate interviews and facilitate training schedules for new hire employees 

  • Verify technician staff training completion and proficiency by maintaining new hire training, cross training, and refresher training records  

  • Assign and monitor training schedules for technicians to complete client modules on time and proactively provide roster updates to program managers for program training registrations / off boarding 

  • Ensure call center technician staff completes daily task assignments based on program requirements and pharmacy SOP and procedural guidelines  

  • Regularly review staff efficiency and quality of phone etiquette and order processing to assess staffing needs and potential improvements 

  • Responsible for actively reviewing prescription processing deficiencies and initiating IT service tickets to ensure the staff can operate effectively  

  • Provide regular coaching and performance reviews to call center technicians, and regulate any performance related improvement plans 

  • Participate actively in pharmacy quality improvement of operational policies and patient services 

  • Assist in developing, updating and reviewing pharmacy procedural documents to help technician staff to operate effectively and accurately 

  • Serve as primary contact for customer service escalation, which includes completing all order review requests and data analysis from program managers and pharmacists in charge within a timely manner,  

  • Responsible for deescalating and resolving patient and provider phone calls by using polite and professional customer-focused methods  

  • Work closely with leadership team to ensure program metrics are being met in a timely manner 

 

Requirements: 

  • Bachelor’s degree and 4 or more years of increasing responsibility in the healthcare or pharmacy field; evidence of continual work towards a degree is strongly preferred 

  • Candidates without a degree must have a High School Diploma or GED, and ideally have eight or more years of healthcare or pharmacy work experience 

  • Florida Board of Pharmacy Registered Pharmacy Technician license required, a National Pharmacy Technician Certification 

  • Excellent customer service, communication, organizational and computer skills 

  • Ability to speak Spanish is preferred 

 

 

Working at Labcorp Drug Development, you can expect comprehensive training from the beginning, so you will know how to expertly respond to patient requests, work closely with our healthcare partners and navigate the complexities of insurance coverage. We also offer a competitive benefits package that takes care of you. This includes medical, dental, vision insurance as well as tuition reimbursement, a 401(k) plan with a generous company match, along with short and long-term disability and life insurance.   

Labcorp is proud to be an Equal Opportunity Employer:

As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant’s race, age, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.

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