Supervisor Patient Care

Supervisor Patient Care

BIRDI, INC - 2.3

Plymouth, MI Job Details 7 hours ago Qualifications Customer communication Staff supervision Team supervision Managing teams in a customer support role Workplace dispute resolution Employee relationship building High school diploma or GED Task prioritization Productivity software Task assignment

Full Job Description Position Summary:

The Supervisor, Patient Care has primary responsibility for supervision of Patient Care staff which responds to and resolves issues related to the prescription fulfillment process.

Essential Duties/Responsibilities:

Promote and foster a professional, positive, dynamic team environment through exemplary leadership Provide daily direction and communication to the team so that calls are answered in a timely, efficient and accurate manner Assist and advise team in resolving problems and issues Handle escalated calls Manage monthly schedules, time sheets and attendance tracking Monitor customer service calls to observe soft skills, technical accuracy and conformity to company policies Participate with hiring and training of new staff Evaluate processes and procedures, as well as suggest methods to improve operations, efficiency and service to both internal and external customers Assist with development and achievement of departmental standard operating procedures Manage direct reports in accordance with company policies Lead and mentor team Ensure team meets established performance goals, including quality and service level metrics Manage promotions, transfers and dismissals Other duties as assigned

Required Skills/Abilities:

Ability to independently identify, research and resolve issues Demonstrated ability to manage multiple priorities and deadlines Ability to relate to people at all levels of an organization An excellent facilitator who is experienced in resolving conflicts between different parties to a dispute Capability to efficiently complete tasks in a fast paced environment Ability to exercise considerable judgment, maintain confidentiality and act in a diplomatic manner A well-organized and self-directed individual who is able to work with minimal amount of supervision Ability to delegate and accomplish tasks through other people Ability to work with peers in a team effort Ability to work extended hours, weekends, and holidays pursuant with industry demands

Education/Experience:

Bachelor's degree in health administration, business or related field; proven customer service/call center supervisory experience will be acceptable in lieu of degree Bilingual in English and Spanish Minimum 3 years' experience in a customer service/call center environment Staff management experience Appropriate industry experience, preferably in the healthcare or mail order/specialty pharmacy industry Proficient in Microsoft Office and industry related software programs

Preferred Skill/Abilities:

Licensed Pharmacy Technician Medicare Part D knowledge

Work Environment/Physical Requirements:

Includes a home based and/or call center environment, with exposure to excessive noise with minimal exposure to adverse environmental issues. Ability to sit for long periods of time. Education Required High School or better in GenEd Preferred Bachelors or better in Business Administration Licenses & Certifications Preferred PTCB Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.