<p>All the benefits and perks you need for you and your family:</p> <ul> <li> <p>Benefits from Day One</p> </li><li> <p>Paid Time Off from Day One</p> </li><li> <p>Career Development</p> </li><li> <p>Whole Person Wellbeing Resources</p> </li><li> <p>Mental Health Resources and Support</p> </li></ul> <p>Our promise to you:</p> <p>Joining AdventHealth is about being part of something bigger. It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.</p> <p>Schedule: Full Time</p> <p>Shift : Monday - Friday, 11:45am - 8:15pm</p> <p>Location: 5050 Wesley Rd Apopka, FL 32712</p> <p>The role you'll contribute:</p> <p>The Call Center Supervisor is responsible for a wide range of supportive duties to support the customer service of our members. This position coordinates the day-to-day activities of a team of remote, hybrid and onsite call center representatives and licensed pharmacy technicians and monitors all phone volume and productivity standards. This position oversees the incoming call volume to ensure service standards are met and patients receive consistent care. This position hires, supervises, and supports training for all members of the call center and is required to understand all pharmacy processes and positions excluding Pharmacist's duties. Works only under the supervision of a registered Pharmacist and does not perform duties that can only be legally performed by a registered Pharmacist.</p> <p>The value you'll bring to the team:</p> <ul> <li> <p>Responsible for in depth understanding of pharmacy's services and is able to articulate to staff to ensure pharmacy processes are followed and stated goals are met with increased safety and efficiency</p> </li><li> <p>Courtesy and professionalism represented in tone at all times, communicating effectively with all levels of staff and adjusts communication approach based on employee and caller to ensure effective and positive outcomes; coaches' team to achieve targeted outcomes</p> </li><li> <p>Supports departmental and organizational Mission through appropriate use of resources, providing assistance to team members and management, accepting work or scheduled assignments and acts as a role model to the team to provide suggestions and creative ideas for performance improvement.</p> </li><li> <p>Understands thoroughly the AdventHealth employee prescription plan and supports the prescription benefit account team by offering support and education when communicating with staff , members and physician office(s) on any questions regarding formulary coverages, eligibility, prior authorization or general plan guidelines</p> </li><li> <p>Maintains an awareness of plan related initiatives, quarterly prescription plan formulary coverage updates and offers support to staff and organizational team, as necessary.</p> </li><li> <p>Helps manage and track the use of benefit related service activities, including but not limited to package replacements, prescription resend and operational overrides.</p> </li><li> <p>Maintains confidentiality of patient, employee relations, medical staff, departmental and administrative information</p> </li><li> <p>Leaves adequate and understandable notes in member's profile for any issue that needs to be communicated to other staff members</p> </li><li> <p>Communicates with manager regarding work priorities and provides feedback regarding requests, projects, and assignments as appropriate.</p> </li><li> <p>Maintain stable performance under pressure or opposition, manages stress in a manner that is acceptable to others and the organization.</p> </li><li> <p>Collaborates with other pharmacy leaders and continually examines existing processes and communicates fresh solutions for improving overall efficiency and safety</p> </li><li> <p>Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensures timely resolution. Communicates with department Manager, any areas of concern for future service.</p> </li><li> <p>Plays an active role in the Customer Service Triage process, ensuring those that are speaking with customers have all the resources and education needed to provide accurate and helpful information to all callers.</p> </li><li> <p>Monitors the main Rx Plus Pharmacy contact center wallboard, ensuring all member calls are answered in a timely manner, requesting backup as necessary; takes phone calls as appropriate. Works to achieve an abandonment rate, average speed to answer, and other performance indicators within stated goals.</p> </li><li> <p>Monitors the main pharmacy email inbox, working with organizational teams to provide prompt, courteous and helpful information to members. Ensures members' needs are met and tasks are completed as promised.</p> </li><li> <p>Works within registered pharmacy technician mandated scope of practice guidelines.</p> </li></ul> <p>Qualifications</p> <p>The expertise and experiences you'll need to succeed :</p> <p>EDUCATION AND EXPERIENCE REQUIRED :</p> <ul> <li> <p>High School Grad or equivalent /GED or equivalent</p> </li><li> <p>2 years of related experience</p> </li></ul> <p>LICENSURE, CERTIFICATION, OR REGISTRATION REQUIRED:</p> <ul> <li> <p>Registered Pharmacy Technician (RPT-LIC)</p> </li><li> <p>Certified Pharmacy Technician (CPhT)</p> </li></ul> <p>This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.</p> <p>Category: Pharmacy</p> <p>Organization: AdventHealth Corporate</p> <p>Schedule: Full-time</p> <p>Shift: 1 - Day</p> <p>Req ID: 25016068</p> <p>We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.</p>