Responsible for providing leadership, support, and supervision to the Pharmacy Technician and the Fulfillment teams to ensure all day to day activities proceed smoothly and seamlessly. The supervisor is responsible for assuring all performance metrics, workload deliverables and customer service activities are completed in alignment with a high touch business model. The supervisor should build and maintain collaborative relationships with other team members to ensure seamless customer experience for patients and physicians. Responsible for supporting all pharmacy operations functions.
- Daily oversight and management of the Pharmacy Technician and the Fulfillment teams. Monitor work flow and adjust workload and staffing requirements to ensure that all activities are addressed in a timely and efficient manner.
- Coach individuals on monitored calls and cases reviewed to ensure accuracy of information, adherence to policies, and excellent customer service. Provide additional coaching and training to individuals as needed. Meet regularly with direct reports to provide direct feedback on their performance and progress against goals. Use effective coaching and management techniques to maintain a highly motivated and interactive work staff .
- Perform administrative tasks such as work hour scheduling, attendance monitoring and counseling, performance reviews.
- Work proactively with direct staff and internal functional areas to develop resolutions to challenging operational and functional issues to ensure the highest level of customer service for our patients.
- Identify and assign training needs on an individual basis to ensure individuals are appropriately trained. Provides continuing education to ensure performance at the highest level.
- Monitor adherence to all corporate, division and departmental procedures and policies well as pharmacy law and HIPAA guidelines to achieve compliance.
- Review and provide status updates dates to Management on key performance metrics.
- Apply effective coaching and management techniques to maintain a highly motivated and interactive work staff. Collaboratively work with all functional areas to assure the highest level of customer service and seamless referral processing.
- Perform additional tasks, activities, and projects as deemed necessary by management. Successfully complete role based training requirements, including passing certifications and competency assessments prior to conclusion of training period.
- Maintain a work environment that upholds privacy standards required by law and AbbVie.
- Bachelor’s degree in health sciences or business preferred. Equivalent experience will be considered.
- Meet Pharmacy Technician licensure and certification requirements by start date in accordance with the Illinois Pharmacy Practice Act.
- A minimum of 3-5 years’ experience within a healthcare provider, PBM, Specialty Pharmacy or Retail/Mail Order Pharmacy setting, familiarity with medical record handling/documentation, strong core insurance (Medical and Pharmacy Benefit knowledge, high quality customer service, knowledge of online verification systems, or similar experience preferred.
- 1-2 years supervisor experience desired
- Must be knowledgeable of applicable regulation and standards including HIPAA, Fraud, Waste and Abuse and Pharmacy Law affecting Pharmaceutical Products (e.g. CFR 210/211, cGMP).
- Must have strong solid organizational and time management skills. Strong problem solving skills with the ability to manage multiple priorities and meet associated timelines are required.
- Possess effective written and oral communication skills with the ability to interact with all levels within the organization.
- Proven effectiveness in building and maintaining solid interactive professional a business relationships which positively impacts culture and demonstrates the AbbVie Leadership attributes.
- Ability to work hours required to meet business needs.
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
This job is eligible to participate in our short-term incentive programs.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.
AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.
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