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Pharmacy Manager Customer Service Center

Company: Baylor Scott & White Health
Location: Temple
Posted on: June 6, 2021

Job Description:

The Pharmacy Manager of the SWHP Customer Service Center is responsible for operational oversight of the SWHP Customer Service Center including financial responsibilities and all managerial activities relative to staffing, work assignments, hiring/termination, performance reviews, orientation, and professional development. The Manager is responsible for ensuring service level and key performance indicators (KPIs) consistently meet or exceeds standards (both operational and regulatory).

WHAT IS EXPECTED:

  • Manages multi-functional operations within the Customer Service Center to ensure communication and interactions meet quality standards and provide the highest customer experience to create a "Best in Class" health plan.
  • Accountable for achieving contact center business objectives.
  • Responsible for ongoing reporting to leadership regarding operational performance and effectiveness including KPI reporting and proactively develops reporting as needed based on changing priorities.
  • Proactively monitors operational demands and customer needs and adjusts staffing levels and scheduling practices accordingly.
  • Regularly monitors calls to ensure compliance, track performance, monitor trends, and provide feedback, and improve quality.
  • Proactively reviews operational processes to improve quality and performance.
  • Responsible for hiring, terminating, performance evaluations and development of assigned staff.
  • Effectively manage assigned staff using established company policies and procedures and in compliance with State and Federal labor laws.
  • Provide direct supervision and mentoring to contact center supervisors with a focus on effective operations management and leadership development.
  • Establish a climate that reduces obstacles and allows and promotes staff to formulate and practice own initiatives and perform at maximum achievement level.
  • Identify and provide opportunities for the staff to develop knowledge, skills, and abilities needed to contribute to the success of the department
  • Develops and administers incentive programs that ensure personnel are appropriately motivated to provide outstanding customer service
  • Work closely with staff to develop goals that encourage individual growth and development as well as organizational growth.
  • Partner with SWHP Workforce Development staff to develop and deliver appropriate training programs to customer service team.
  • Develop and continually review program and training manuals to ensure staff has the most up-to-date reference documents to handle detailed and complex customer issues.
  • Establish necessary SWHP customer service center specific policies and procedures that support and advance objectives including delivery of an exceptional customer experience.
  • Direct and participate in appropriate staff meetings.
  • Meet with staff to review and discuss identified service needs and foster team interaction and communication.
  • Provide ongoing feedback to staff regarding QI audits and coaching as necessary to improve/maintain quality standards.
  • Initiate process improvements based on continual evaluation of call volumes, service levels, and quality assurance results
  • Handles escalated issues from the customer service team that require manager's assistance.
  • Collaborates with others as necessary to research and resolve these issues in the most efficient and timely manner.
  • Establishes and maintains good working relationships with other departments in support of excellent service delivery and customer experience.
  • Serve as primary contact for TDI, CMS and CHDR regarding the complaint and appeal process
  • Responsible for coordination of new group orientation/enrollment sessions and follow-up to inform new customers of service
  • Oversee the planning of orientation/enrollment sessions as needed in a clear and concise manner. Evaluates feedback regarding the effectiveness of the sessions, making modifications as necessary.
  • Prioritizes and organizes work to ensure timely completion and effective results in an efficient manner. Routinely provide reporting and pertinent updates on projects to leadership.
  • In-depth knowledge of the intricacies of the customer relationship database and processing systems to address customer issues and advise on which procedures to be put in place and how changes in procedures or the processing system will affect operational results.
  • Maintains functional knowledge of all CSA skill levels
  • Perform other duties as required in a competent, professional and courteous manner

KNOWLEDGE, SKILLS AND ABILITIES:

  • Previous experience in a customer service center environment including at least 2 years management experience
  • Working knowledge of customer service center operations and ability to lead a team.
  • Ability to build strong cross functional relationships and interact effectively with all levels of staff and management.
  • Self-motivated with the ability to work independently in a fast paced environment.
  • Ability to work collaboratively in a team environment.
  • Strong interpersonal and problem solving skills.
  • Strong commitment to professionalism and providing quality care to members.
  • Strong verbal and written communication skills.

QUALIFICATIONS

  • EDUCATION - Bachelors or Equivalent Exp
  • EXPERIENCE - A minimum of 4 years experience required

Keywords: Baylor Scott & White Health, Temple , Pharmacy Manager Customer Service Center, Other , Temple, Texas

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