<p>Overview</p> <p>YOUR PASSION, ACTIONS & FOCUS is our Strength</p> <p>Become one of our Contributors</p> <p>Join the KnipperHEALTH Team!</p> <p>This is a critical position requiring excellent supervisor and customer interaction skills with a working knowledge of pharmacy processing. The individual is expected to oversee Patient Support Leads/Sales staff to convert Leads to patients within Eagle Pharmacy while ensuring patient satisfaction with Eagle Pharmacy. A solid record of successful sales is essential.</p> <p>Responsibilities</p> <ul> <li>Direct the workforce either directly or indirectly through the management hierarchy to include interviewing, selection, orienting, training, coaching, performance management, as appropriate </li><li>Develops and implements strategies, tools, and training to ensure conversion of leads to patients/customers </li><li>Oversees daily operations of Patient Support Services Leads/Sales team including quality of service, call flow, abandon, etc. Provides daily and monthly reporting as required </li><li>Works in coordination with PSS and Pharmacy Operations to ensure efficient processes for patient care and retention </li><li>Responsible for all aspects of employee management including but not limited to hiring, training, and performance management </li><li>Monitors random calls to improve quality, minimize errors and track performance </li><li>Aids patients and support staff with escalated calls and other unresolved issues </li><li>Ability to design and/or prepare training/instructional materials, teaching aids and devices </li><li>Able to clearly identify problem areas and report to senior management as needed </li><li>Accurately completing other tasks as assigned by management </li></ul> <p>The above duties are meant to be representative of the position and not all-inclusive.</p> <p>Qualifications</p> <p>Education and Experience</p> <p>This position requires a high school diploma or equivalent. Candidates with a college degree are preferred. Candidates with post high school or specialized training is a plus. The candidate for this position should have three years of experience as a call center lead or supervisory position. Call center sales/ upselling experience is required. Candidates with healthcare industry experience are desired. Candidates should be familiar with Microsoft Word, Excel, and Outlook.</p> <p>Knowledge, Skills, and Abilities</p> <ul> <li>Speak clearly, concisely and effectively; listen to and understand information and ideas as presented verbally; excellent oral and written communication skills </li><li>Ability to drive a team of call center representatives to attain key performance metrics. </li><li>Organize information in a clear and concise manner </li><li>Deal with people in a way that shows sensitivity, tact, and professionalism </li><li>Make a decision or solve a problem by using logic to identify key facts, explore alternatives, and propose quality solutions </li><li>Positive attitude with excellent sales and customer service mindset, working in a way that demonstrates a commitment to Incredible Service </li><li>Ability to handle multiple activities or interruptions at once </li><li>Focused team player, who can work in conjunction with pharmacists, pharmacy technicians, other departments, customers, and management </li><li>Strong interpersonal skills </li><li>Work independently with little supervision and meet daily deadlines </li><li>Computer proficiency to navigate required databases and operate in required software packages. </li><li>Able to work effectively under pressure </li><li>Ability to work flexible hours as needed </li><li>Ability to sit at computer using phone and headset for length of shift with breaks and lunch away from desk assigned per length of given shift </li></ul> <p>Work Environment/Physical Demands</p> <p>This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with patients/clients.</p> <p>#Supervisor#Operations#Lakeland #INKMW</p>