Supervisor, Call Center Pharmacy Technician

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Company: Oak Street Health

Title: Supervisor, Pharmacy Technician

Location: Remote

Role Description:

The Supervisor of the Pharmacy Technician team helps us meet our goal of successfully providing the best care anywhere for our patients by providing quality and efficient service to patients. Our pharmacy technicians receive inbound calls and make outbound medication adherence calls to patients and pharmacies to ensure optimal medication adherence. This role will supervise a team of approximately 15-17 pharmacy technicians, including recorded call monitoring, motivating, recognizing, coaching, counseling, training, resolving escalated patient issues, and communicating patient needs and requests to the care teams in the clinics. This position will report to the Manager, Pharmacy Programs.

Core Responsibilities:

• Supervise the day-to-day operation of a team of Pharmacy Technicians and be responsible for performance management and providing feedback collaboration with the manager of the team and provide daily direction and communication to Pharmacy Technicians so patient calls are answered in a timely, efficient, and knowledgeable manner

• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external staff

• Train Pharmacy Technicians on new processes/process changes and ensure the team has effective training and resources to complete their responsibilities effectively

• Create and maintain dashboards to track team and individual productivity and performance

• Provide regular performance feedback and coaching to each team member and write and administer performance reviews for skill improvement

• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level and establish work procedures and processes that support the company and departmental standards and strategic directives

• Work as a member/leader of special or ongoing projects that are important to area/process development and partner with colleagues to reach and maintain target metrics to ensure delivery of a positive patient experience

• Use appropriate judgment in upward communication regarding department or agent concerns

• Monitor daily platform needs, including phone ques, DoseSpot, RX CareRequests, Salesforce, RXEffect, team chats

• Monitor and resolve Service Recovery cases

• Responsible for maintaining licensure and certification

• Complete all Continuing Education expectations

• Other duties, as assigned
  

Remote Work Requirements:

• Work-At-Home Colleagues are required to establish a designated virtual work location within the state and city where they have confirmed they currently live.

• The colleague should have functioning phone and internet access that is sufficient to support work responsibilities.

  • ISP requirements include minimum internet speeds of 10MB upload/100 MB download ability available in your home, as well as the ability to hardwire your computer into your modem/router.

• The work environment should be quiet, compliant with CVS Health and HIPAA guidelines, and allow for uninterrupted work during work hours. The remote work environment should have a desk or table at which the Colleague can work.

• The company will provide equipment (keyboard, monitor, ethernet cord for hard-wiring, computer, headset, etc.). All applicants must provide their own workspace furniture and ensure a quiet and safe workspace.

What are we looking for?

• Minimum 2 years of previous management/supervisory/leadership experience

• Healthcare Call center experience

• Certified Pharmacy Technician (CPhT) certification required

• Excellent leadership, team building, and management skills

• Ability to multitask, prioritize, and manage time effectively

• A flexible and positive attitude with a high level of integrity

• An effective coach and trainer who can communicate with individuals with multiple different learning styles

• Outstanding phone demeanor and etiquette

• Computer proficiency, including Google Docs and Sheets

• Able to give and receive feedback effectively

• US work authorization

• Someone who embodies being “Oaky”

What does being “Oaky” look like?

• Radiating positive energy

• Assuming good intentions

• Creating an unmatched patient experience

• Driving clinical excellence

• Taking ownership and delivering results

• Being relentlessly determined

Why Oak Street Health?

Oak Street Health is on a mission to “Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient’s communities, and focused on the quality of care over volume of services. We’re an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody “Oaky” values and passion for our mission.

Oak Street Health Benefits:

• Mission-focused career impacting change and measurably improving health outcomes for Medicare patients

• Paid vacation, sick time, and investment/retirement 401K match options

• Health insurance, vision, and dental benefits

• Opportunities for leadership development and continuing education stipends

• New centers and flexible work environments

• Opportunities for high levels of responsibility and rapid advancement

• Company-provided work-from-home equipment, including a laptop, computer monitor, docking station, keyboard, mouse, and USB ethernet adapter

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.

Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.