Supervisor, Clinical Pharmacy Operations (Hybrid- Atlanta)

About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

Job Description

At VillageMD, we're looking for a Supervisor, Quality Operations in the Atlanta market to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we've partnered with many of today's best primary care physicians. We're equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.

We're creating care that's more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we're looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.

Could this be you?

Integral to our central clinical quality team, the Supervisor, Clinical Quality Operations will be responsible for driving quality performance for the Atlanta market across all value-based care contracts. We are looking for a qualified team leader to manage our team and provide effective guidance to team of quality coordinators and/or quality specialists. The scope of work involves supervising, providing quality assurance, being accountable for production goals, and motivating team members daily. The role will partner closely with our providers, practices, and population health operations team to effectively deliver wrap around care for our patients. This is a hybrid role, with up to two days per week working from our Buckhead office.

Supervisory Duties – 50%

• Oversee day-to-day operation and drive team performance.
• Accountable for maintaining high team production and quality performance.
• Supervise and lead teams responsible for medication adherence quality operations, ensuing achievement of weekly production goals and quality standards
• Perform quality assurance audits monthly for all staff by reviewing internal documentation, EMR documentation, and reviewing recorded calls.
• Lead morning huddles and provide daily direction to team.
• Create an inspiring team environment with an open communication culture.
• Set clear team goals and expectations and motivate employees.
• Delegate tasks and set deadlines including weekly distribution of workload to meet quality goals.
• Manage team schedules, sign off on timesheets, and approve time off requests to maintain adequate staff coverage to fulfill department goals.
• Provide feedback on quality and productivity during weekly one-on-ones for all staff under supervision.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Recognize high performance and reward accomplishments.
• Assist with hiring, staff development, coaching, performance reviews, corrective actions, and termination of employees
• Assist with process improvement and interdepartmental collaboration.
• Maintain current knowledge of quality measure requirements.
• Actively participate as a member of the health care team to promote positive health outcomes for our patients and support our healthcare partners.

Quality Duties – 50%

• Call patients to ensure they refill their chronic disease medications on time for diabetes, blood pressure, and cholesterol

• Serve as liaison between patient, clinic, and pharmacy to minimize time missed between refills

• Interpret patient medical history (medication list, office visit notes, etc.) and understand and properly communicate provider’s plan to patient

• Navigate between different Electronic Medical Record (EMR) platforms to review patient medical information

• Accurately and comprehensively document patient care activities in all applicable electronic records

• Perform appropriate medication reconciliation by comparing how your patient is taking medication versus what is written in medical record and/or filled at the pharmacy

• Request medication refills per clinic policy and protocol

• Adequately assist patients with difficulties accessing medication due to cost or other barriers

• Identify patients who need referrals to clinical pharmacist, retail pharmacy med sync program, retail pharmacy medication pack program, care management, clinician, and/or Village at Home

• Timely follow up and persistent outreach to patients, providers, and pharmacies to ensure medications are picked up and taken as directed

• Connect with patients before and after their primary care visit, if necessary, to help coordinate the completion of their quality health maintenance
• Schedule appointments and testing and/or order screenings per standardized protocols

Skills For Success

• Excellent communication and leadership skills.
• Organizational and time-management skills.
• An ability to focus on outcomes and team performance utilizing a high level of collaboration and sense of team-based work product and results.
• High level of integrity and dependability.
• Strong attention to detail and follow-through.
• Ability to navigate within ambiguity and be solution oriented.
• Humility and ability to build trust.
• A high level of personal accountability and ability to work independently.
• Superior relationship-building and interpersonal skills with the ability to craft meaningful relationships.
• Ability to de-escalate and properly respond to patient concerns.
• Strong written and verbal communication skills.
• Ability to work efficiently with multiple providers, clinic locations, and insurance plans.

Experience to drive change:

• High school diploma or GED equivalent required.
• Certified Pharmacy Technician (CPhT) credential required.
• Minimum of 2 years of experience in primary care, ambulatory care or population health setting preferred.
• Demonstrated experience leading teams responsible for HEDIS quality measures and medication adherence programs is preferred.
• Bachelor’s degree in healthcare administration, or a related healthcare field preferred.

• Prior experience using an Electronic Medical Record (EMR) system required; Athena preferred.

• Experience with Medicare Advantage populations, value-based care programs, and health plans.
• Demonstrated success in supporting quality performance, closing cares gaps, and achieving operations and clinical quality goals.

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About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.

Welcome to the career hub for VillageMD, Village Medical, Summit Health, CityMD and Starling Physicians.

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

The work we do is changing the lives of our patients, our communities, and each other. Join us as we deliver the care we want to see in the world. Together, we can create better outcomes for all.