|
|
| Job: |
Director, Specialty Pharmacy Customer Service -- Columbus, OH |
| Location: |
Columbus, OH |
| Description: |
Days/Hours:
Monday-Friday
8:00 AM 5:00 PM
Must have scheduling flexibility and be able to work hours needed to effectively accomplish objectives
Position Summary:
Responsible for leading operations and growth of the Specialty Pharmacy Customer Service functions. Duties include:
Overall supervision of call center including training, scheduling, goal setting, work prioritization, coaching, feedback and performance reviews
Develop and implement cohesive and efficient customer service processes
Monitor benchmarks and standards to improve service levels
Identify efficiency opportunities and best practice implementation
Analyze and optimize key performance criteria such as service levels and quality |
| Qualifications: |
Knowledge and Skill:
Demonstrated experience with call center metrics and training
Analytical and problem solving abilities
Excellent written and verbal communication skills
Proficiency with Microsoft Office products
Detail oriented
Ability to prioritize and handle multiple tasks and projects concurrently.
Excellent interpersonal skills and the ability to interact well with all employee levels and customers.
Demonstrates compassion for patients and takes ownership of task at hand using good problem-solving skills.
Ability to work with confidential material and maintain confidentiality along with sensitivity to employees and customers needs and data.
Excellent attention to detail.
Education/ Experience:
Bachelors degree required
Certified Medical Assistant, Certified Pharmacy Technician or MBA preferred
Minimum five years experience in healthcare customer service operations
Three or more years leadership of 30 or more call center staff
Preferred experience:
o Two to four years of specialty pharmacy background
o Customer Service experience in care and interaction with critically ill patients
o Prior experience with focused disease management. Types of disease states include HIV/AIDS, Organ Transplant, MS, RA, Iron Overload, Crohns or other specific disease states
Criteria Questions (Please provide in your response):
1. Do you have a Bachelors degree?
2. Have you worked at least five years in healthcare customer service?
3. Have you managed 30 or more call center staff?
4. Can you demonstrate experience with call center metrics and training?
5. Do you have proven analytical and problem solving abilities?
~DSCS
|
|
Apply for this job |
|
|
|
|
