A Retail Pharmacy Manager provides medications to patients and educates patients on the proper use of medications. Manages pharmacy technicians and aides. Works in a retail pharmacy / drug store.
Pharmacy Services Supervisor AS Medication Solutions Indianapolis, IN Job Details Full-time Up to $62,400 a year 20 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance Life insurance Prescription drug insurance Qualifications Customer communication Microsoft Excel Managing teams in a customer support role Phone communication Team leadership Pharmacy Technician License Pharmacy technician experience High school diploma or GED Team development Health insurance knowledge Patient care Patient billing Pharmacy operations Process management Pharmacy Technician Certification Managing pharmacy teams
Full Job Description Job Purpose/Summary:
The Patient Services Supervisor oversees patient services operations for mail order and provides direct leadership to Patient Services Representatives who are trained pharmacy technicians and serve as the primary point of contact for patients. This role is responsible for team performance, service quality, regulatory compliance, and continuous improvement, and works closely with Pharmacists to ensure appropriate escalation of clinical matters while delivering efficient, accurate, and patient-centered service.
Critical Success Factors:
Customer Service Excellence :
Ensures patients receive timely, accurate, and compassionate support while resolving issues efficiently and maintaining a high standard of service.
People Leadership & Coaching :
Effectively leads, develops, and motivates the patient services team through clear expectations, feedback, and performance management.
Operational Execution:
Manages daily workflows, queues, and priorities to ensure prescriptions and patient requests are handled accurately and within expected turnaround times.
Clear Communication & Collaboration :
Communicates effectively with patients, staff, pharmacists, and leadership to ensure alignment, smooth issue resolution, and appropriate escalation of concerns.
Compliance & Quality Focus :
Maintains adherence to pharmacy regulations, HIPAA, and internal procedures while proactively identifying risks and opportunities for process improvement. Top 5
Competencies:
1.
Customer Focus:
Builds trust with patients by ensuring service is responsive, accurate, and empathetic, and by balancing patient needs with operational requirements. 2.
Action Oriented:
Takes initiative, addresses issues quickly, and makes timely decisions to keep patient services running smoothly in a fast-paced environment. 3.
People Leadership:
Leads, coaches, and develops team members, sets clear expectations, and holds others accountable for performance and behavior. We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need. 4.
Operational & Process Discipline:
Follows and reinforces standard workflows, ensures accuracy and compliance, and identifies opportunities to improve efficiency and service quality. 5.
Communication & Influence:
Communicates clearly and effectively across patients, technicians, pharmacists, and leadership, and appropriately escalates issues when needed.
Essential Duties & Responsibilities:
The Pharmacy Services Supervisor will be responsible for the following, but not limited to: Leadership & People Management Provide direct supervision, coaching, and performance management for Patient Services Representatives. Establish clear expectations, monitor outcomes, and hold team members accountable for service quality and productivity Conduct performance evaluations, provide ongoing feedback, and manage corrective action when necessary Support hiring, onboarding, training, and staff development initiatives Promote a culture of accountability, collaboration, and patient-focused service Patient Services Operations Oversee daily patient services workflows, including: Ensure timely resolution of patient inquiries while maintaining accuracy and compliance Monitor workload distribution, queue management, and service level performance Escalate complex, high-risk, or sensitive patient issues as appropriate Collaboration with Pharmacy & Operations Partner closely with Pharmacists to ensure appropriate handling of clinical questions and medication-related concerns Ensure staff operate within scope and escalate clinical issues promptly Collaborate with pharmacy operations, fulfillment, and leadership teams to resolve systemic issues impacting patient care Communicate operational performance, risks, and improvement opportunities to the Director of Pharmacy Compliance, Quality & Continuous Improvement Ensure adherence to all applicable pharmacy laws, regulations, HIPAA, and internal policies Maintain and enforce standard operating procedures Identify trends in patient feedback, insurance denials, and operational inefficiencies Lead or participate in continuous improvement initiatives to enhance patient experience and operational performance Support audits, quality assurance activities, and regulatory inspections as needed
Qualifications:
To perform the job successfully, an individual must have the following:
Required:
Active Pharmacy Technician license/registration in Indiana Minimum of 3-5 years of pharmacy technician experience, preferably in a mail order or high-volume pharmacy Demonstrated leadership or supervisory experience Strong knowledge of pharmacy workflows, insurance adjudication, and pharmacy systems Excellent leadership, communication, and problem-solving skills
Preferred:
Experience supervising patient services or call center teams Experience in mail order or centralized fulfillment pharmacy operations Familiarity with performance metrics, KPIs, and service level management National Pharmacy Technician Certification (PTCB) and/or a Customer Service & Support Certification Working Conditions /
Physical Demands:
Utilize a computer, calculator, and phone. Physical requirements include standing for extended periods. May be required to lift items up to 25 lbs. on occasion. We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.
Pay:
Up to $62,400.00 per year
Benefits:
Dental insurance Health insurance Life insurance Paid time off Prescription drug insurance Vision insurance
