Summary:

The Program Supervisor is responsible for overseeing the operational efficiency and management of their assigned team. Program Supervisors are heavily involved in the day to day operations of their team to ensure that all work is completed in a timely and efficient manner and that all service levels and metric goals are maintained. They also assist the Program Manager in the growth and development of the team and are responsible for the overall success of their team. This position relies heavily on the ability to accurately follow directions, thoroughly research, address and communicate employee, program and customer related needs and concerns according to established standards and timeframes.

Education/Experience:

Associate's degree or in lieu of four years’ equivalent experience required; Bachelor’s degree (BA / BS) from four-year college or university required for Pharmacist. Associate Degree in Nursing (ADN) and/or Medical Certification or equivalent experience required for RN or LPN; four years of hands on operational experience with a hospital, medical or health service provider, PBM, payor or call center is required.

Certificates and Licenses:

CPhT, LPN, RN, RPh, PharmD or another HCP licensure may be required based on program requirements.

Duties and Responsibilities include the following. Other duties may be assigned.

• Maintains a working knowledge of program guidelines, FAQ’s, products and therapeutic areas related to assigned programs.
• Keeps current with existing treatment trends, treatment standards and updated indications related to assigned programs and products.
• Assists the Manager or Director with the operational oversight of the entire team with direct oversight of up to 30 individual employees and Program Leads.
• Adjust workload assignments as needed to ensure the efficient utilization of program staff.
• Supervises and provides necessary training to employees.
• Holds regular staff meetings as necessary to disseminate new information.
• Reviews current policies and procedures with staff when necessary.
• Creates the employee work schedules.
• Corrects and approves time card and payroll information while tracking and reacting to deviations from established guidelines.
• Monitors inbound queues to ensure that service levels and metrics are within established ranges and acts to manage deviations from the established ranges in order to ensure the team is meeting or exceeding customer expectations.
• Assists and/or performs monthly, 90-day and annual evaluations with staff.
• Conducts quality assurance reviews of documents, electronic records, inbound and outbound calls according to defined guidelines.
• Maintains company, employee and customer confidentiality as well as compliance with all HIPAA regulations
• Resolves client and consumer issues through advanced troubleshooting and escalates potential problems or issues that require management’s attention in a timely manner.
• Completes the daily tasks of program staff when applicable or as assigned
• Fills-in on other departmental duties as needed (such as filling in for other Supervisors who are on vacation or leave).
• Manage company and client documents (e.g. Training).
• Complete client and internal reports.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities:

Directly supervises employees in the Operations department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Knowledge, Skills and Other Abilities:

• Accomplish goals without creating distractions or disruptions to other employees
• Must be at work, on time and ready to work at scheduled start times with limited schedule deviations
• Must maintain stringent levels of confidentiality at all levels or the organization
• Ability to manage multiple projects or tasks at a time (such as writing the staff schedule while overseeing the inbound call queues)
• Meet deadlines and proactively communicates roadblocks
• Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques
• Remain professional even in times of stress or frustration
• Strive for thoroughness and accuracy when completing tasks
• Ability to work independently with little or no supervision
• Ability to communicate effectively and work with various personalities within a team
• Motivated to perform at your best and assist the team with meeting both internal and external goals
• Strong knowledge of Internet navigation and research
• Positive work attitude
• Willingness to learn and grow in the position
• Participates in continuous improvement activities

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk; sit and use hands. The employee is occasionally required to stand.