Nashville, Tennessee
Posted: 30-Jul-24
Location: Apopka, Florida
Salary: Open
Categories:
Internal Number: 24026527
All the benefits and perks you need for you and your family:
- Benefits from Day One
- Paid Time Off from Day One
- Career Development
- Whole Person Wellbeing Resources
- Mental Health Resources and Support
Our promise to you:
Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.
Schedule: Full Time
Shift: Monday – Friday, 9:45am – 6:15pm
Location: 5050 Wesley Rd Apopka, FL 32712
The role you’ll contribute:
The Member Services Supervisor performs a wide range of supportive duties to assist the pharmacy in preparing and dispensing medication so that patients receive consistent care. This position coordinates the day-to-day activities of a team of remote, hybrid and onsite support staff and monitors member outreach, prescription volume ready for fulfillment and incoming faxes. The member services supervisor works directly with members and other organizational departments to facilitate communication to our members regarding clarifications or delays with their prescription order. This position hires, supervises and supports training for all team members of the member services department and is required to understand all pharmacy processes and positions excluding Pharmacist’s duties. Works only under the supervision of a registered Pharmacist and does not perform duties that can only be legally performed by a registered pharmacist.
The value you’ll bring to the team:
- Overlooks the incoming new prescription requests and follows up to ensure all orders are being followed up on appropriately to get prescriptions out in a timely manner.
- Supervises all aspects of the Fax Team and the Print Processing team processes including resolving escalations when necessary.
- Assists in all members services areas as needed to cover time off or with heavy workloads to ensure no delays in prescription turnaround.
- Fills in for Member Services Manager when absent, covering specific duties as assigned.
- Cognizant of whereabouts of member service team employees, ensuring adequate coverage always
- Develops, facilitates, and monitors training of all new employees on the Fax, Print Processing, and Transfer teams, and plays an active role in maintaining competency of said staff.
- Monitors team’s workflow queues and adjusts resources as need to achieve daily production goals; supports team as needed by assisting in fax team and print processing duties.
- Thoroughly understands the AdventHealth employee health prescription plan and supports the prescription benefit account team by offering support and education when communicating with members or physician’s offices any questions regarding formulary coverages, eligibility, prior authorization, or general plan guidelines.
- Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensures timely resolution. Communicates with department Manager, any areas of concern for future service
- Plays an active role in the Customer Service Triage process, ensuring those that are speaking with customers have all the resources and education needed to provide accurate and helpful information to all callers.
- Monitors the main Rx Plus Pharmacy contact center wallboard, ensuring all member calls are answered in a timely manner, deploys backup as necessary; takes phone calls as appropriate. Works with organizational leaders to support and achieve abandonment rate, average speed to answer, and other performance indicators within stated goals.
The expertise and experiences you’ll need to succeed:
EDUCATION AND EXPERIENCE REQUIRED:
- High school diploma/GED or equivalent
- 2 years of pharmacy technician experience, preferably in retail or mail-order pharmacy
EDUCATION AND EXPERIENCE PREFERRED:
- Previous experience in a call center environment
- Understanding and experience with a Pharmacy Benefit Management (PBM), or managed healthcare service organization (MCO)
- Leadership experience preferred
LICENSURE, CERTIFICATION, OR REGISTRATION REQUIRED:
- A current Florida Board of Pharmacy Technician Registration RPT. Must complete state required continuing education requirement for registration.
- National Pharmacy Technician Certification, CPhT; complete national required continuing education requirement for registration.
