This position leads and develops team member performance while supporting and enhancing business objectives and the customer experience. Responsible for the delivery of superior customer service by maximizing team member performance and efficiency, resolving escalated issues, assisting with client inquiries, ensuring compliance with policies and procedures, and adhering to effective scheduling. Motivates team members to peak performance through positive coaching, constructive and consistent feedback, and accountability. Demonstrates a commitment to the company's mission and vision, and supports activities that strengthen the client relationship and grows the organization.
Drives daily performance of team to ensure service level agreements (SLAs) and other business targets are achieved.
Provides consistent and constructive feedback to team members through coaching and developing, effective performance management, and positive recognition.
Oversees the annual goal setting and compensation process.
Supports initiatives within the department to achieve outstanding client implementation, retention, and customer experience.
Consistently monitors team members for quality and training purposes.
Provides and documents training and support to all team members.
Ensures compliance with policies and procedures.
Provides direction to team members on achieving departmental standards.
Consistently monitors volume and adjusts workflow accordingly.
Trends and reviews monthly team member performance in areas including, but not limited to adherence, quality, attendance, and productivity.
Actively participates in process improvement and project management activities.
Takes ownership for the customer experience and ensuring complete client satisfaction.
Maintains reliability and flexibility to ensure team and business needs are appropriately supported.
Effectively delegates workload to team in order to achieve departmental success.
Proactively addresses areas of opportunity for improvement.
Other duties as requested.
Other Job Requirements
Responsibilities
Minimum of 3 years experience in pharmacy and/or healthcare industry.Minimum of 1 year experience in a call center environment.Strong working knowledge of Microsoft Office product suite, specifically Excel and Word.Strong verbal and written communication skills.
General Job Information
Title
Supervisor, Medical Pharmacy Contact Center-Magellan MRx - Orlando, FL
Grade
22
Work Experience - Required
Customer Service, Pharmacy
Work Experience - Preferred
Supervisory, Utilization Management
Education - Required
High School
Education - Preferred
Bachelors
License and Certifications - Required
License and Certifications - Preferred
CPT/ExCPT/LPT/PTCB/RPT, Pharmacy Technician, State Requirements - Pharmacy
Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.
Magellan is the employer of choice for hard working people interested in making a difference in the health care industry and in the communities where we work and live. Our strong culture of caring is the common thread in both our business strategy and our work environment. We value professional growth and development, total health and wellness, rewards and recognition as well as employee unity. Magellan is a place where you can thrive.
Magellan is committed to providing equal employment opportunities to employees and applicants for employment without regard to race, color, creed, religion, sex, gender identity and expression, sexual orientation, marital status, age, national origin, ancestry, citizenship, physical or mental disability, disabled veteran or veteran of the Vietnam Era status, or any other factors protected by law.
Magellan is committed to meeting applicable Federal labor and employment law posting requirements by providing necessary posters in a format which is easily accessible and conspicuous to all applicants. Copies of applicable posters are accessible by clicking here (https://www.magellanhealth.com/media/760295/mg-federal-contractors-applicant-english.pdf) .
Warning: Employment Scam
It has come to our attention that a false representative is contacting potential candidates and offering them work at home positions with Magellan Health. -Interviews- are conducted completely through email and the false job offer includes the promise of a check to be issued to the candidate for the purposes of setting up a home office.
Please know that Magellan Health does not interview any candidate through email, nor do we issue checks to candidates to set up home offices. All of our available positions are posted on legitimate job boards and our recruitment team directly contacts candidates should there be a fit.
If you suspect you are being contacted by a false representative of Magellan Health, please call 410-953-2911
