Supervisor Clinical Call Center Pharmacy Technician

Company: Oak Street Health Title: Pharmacy Technician Supervisor Location: Oak Street Health Contact Center Company Description Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street's care is driven by a unique model that is based on value for its patients, not on volume of services. The company is accountable for its patients' health, spending more than twice as long with its patients and taking on the risks and costs of their care.

For more information, visit http://www.oakstreethealth.com. Role Description: The Pharmacy Technician Clinical Call Center Team Supervisor helps us meet our goal of successfully managing the comprehensive care of all of our patients. The Pharmacy Technician Clinical Call Center Team Supervisor is responsible for providing quality and efficient service to patients through the daily supervision of a team of Pharmacy Technicians, including monitoring, motivating, recognizing, coaching, counseling, training, and resolving patient issues, when possible and communicating patient needs and requests to the care teams in the clinics. Additionally, the position is responsible for assisting the manager with development, analyses, and implementation of staffing, scheduling and reward/recognition programs. Core Responsibilities: * Supervise a team of pharmacy techs and responsible for the performance management and providing feedback in 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 and ensure Pharmacy Technicians have appropriate training and other resources to perform their roles * Provide statistical and 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, procedures 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 call center target metrics to ensure delivery of a positive patient experience * Use appropriate judgment in upward communication regarding department or agent concerns * Take inbound calls 20% of the time, while 80% will be assisting in escalated issues or as a resource for training and coaching agents, and monitoring calls * Other duties as assigned What are we looking for? * Previous management/supervisory/leadership experience is preferred * Certified Pharmacy Technician (CPhT) certification required * Ability to multitask, prioritize, and manage time effectively * A flexible and positive attitude with a high level of integrity * Effective communication and organization skills * Outstanding phone demeanor and etiquette * Computer proficiency, including Google Docs and Sheets * Problem Solving/Analysis * 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 scrappy Why Oak Street? Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as: * Collaborative and energetic culture * Fast-paced and innovative environment * Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.