Serves as a member of the Service Operations Management Team. Leads and grows the performance of a team of customer service agents while supporting and enhancing customer experiences and business objectives. Responsible for day-to-day tactical activities, performance trending, performance managing/coaching/developing agents and time management. Responsible for the delivery of superior customer service by maximizing employee performance and ensuring calls are answered effectively and efficiently by supervising incoming calls, resolving escalated calls, assisting agents with any client related questions, ensuring agents adherence to schedules and ensuring compliance to policies and procedures. Motivates agents to peak performance through positive coaching, constructive feedback and incentives, demonstrates a commitment to the company`s mission and vision, and supports activities that strengthen the client relationship and grow the organization.
Drives the daily performance of a team of customer service agents ensuring SLAs and other business targets are met and exceeded.
Collects and provides timely, productive and measurable feedback to ensure recognition, process changes and development opportunities are maximized.
Oversees the team`s annual goal setting process, performance evaluations and performance improvement plans.
Supports agents, business and brand initiatives, especially as related to achieving outstanding client experiences, including engaged daily floor support, escalated customer resolution and engagement in training and support areas as needed.
Remains alert to conversations on the floor, monitoring agents for quality and training purposes.
Reviews new and updated accounts with Agents (one-on-one).
Ensures agents compliance with policies and procedures.
Provides direction to agents on achieving departmental standards while encouraging and motivating them in promoting customer loyalty, employee recognition, and revenue generation.
Monitors call traffic and makes adjustments based on call center traffic patterns.
Produces monthly team report detailing team activity, trend analysis, goals/objective status and special projects.
Actively participates in process / project conversations, emails and activities that will improve effectiveness/experience for client, agents, leadership, brands or partner departments
Displays ownership and accountability for the customer experience, employee relations, core business metric targets/contributing factors and understanding of the organizations policies and procedures.
Maintains reliability and flexibility to ensure team and business needs are appropriately supported.
Delegates work to agents as needed.
Proactively addresses call center concerns and identifies areas of opportunity.
Handles system emergencies with direction from IT department and/or appropriate vendor.
Assists with task assignments in the Manager's absence.
Performs other related duties and special projects as requested.
Other Job Requirements
Responsibilities
Must have an active pharmacy technician licensure or registration in accordance with state requirements.If state does not require an exam for licensure/registration, must possess both active pharmacy technician licensure or registration in accordance with state requirements AND an active national certification (e.g., PTCB or ExCPT).In states that do not require licensure or registration, must have an active national certification (e.g., PTCB or ExCPT).Minimum of 3 years of experience in a high volume call center and Pharmacy Benefit Management (PBM) experience required.For positions supporting Medicare Part B, requires 2+ years of experience in Medicare Part B.
General Job Information
Title
Supervisor, Clinical Pharmacy Operations - Clinical Liaison Team
Grade
22
Work Experience - Required
Customer Service, PBM (Pharmacy Benefit Management)
Work Experience - Preferred
Education - Required
GED, High School
Education - Preferred
License and Certifications - Required
CPT/ExCPT/LPT/PTCB/RPT, Pharmacy Technician, State Requirements - Pharmacy
License and Certifications - Preferred
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
