Pharmacy Call Center Supervisor AdventHealth RxPlus
Location Address: 582 Monroe Rd Suite 1412 Sanford, Fl 32771
Top Reasons To Work At AdventHealth RxPlus
Immediate Health Insurance Coverage
Career growth and advancement potential
Full-Time, Monday – Friday
11:45am – 8:15pm
You Will Be Responsible For:
In depth understanding of pharmacy’s services and is able to articulate to staff to ensure pharmacy processes are followed appropriately.
Works within registered pharmacy technician mandated scope of practice guidelines.
Understands thoroughly the AHS prescription plan and communicates with staff and physician office any questions regarding formulary and prior authorization processes.
Maintains an awareness of quarterly prescription plan formulary guide and offers support to staff and organizational team as necessary.
Help administer AHS corporate prescription plan, offering support and education regarding pharmacy benefits and management and eligibility issues for Florida and Multi-State region(s).
Maintains confidentiality of patient, employee relations, medical staff, departmental and administrative information; communicating necessary information with leadership
Communicates with manager regarding work priorities and provides feedback regarding requests, projects and assignments as appropriate.
Maintain stable performance under pressure or opposition, handles stress in a manner that is acceptable to others and the organization.
Enters overrides and prior authorizations in Pharmacy Benefit Manager (PBM) database according to plan guidelines.
Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution. Communicates with department Manager, any areas of concern for future service.
Acts as a point person for outside AHS facilities offering support and education regarding the pharmacy’s processes, prescription benefit questions and eligibility issues.
Monitors the pharmacy phone billboard, ensuring all member calls are answered in a timely manner, requesting backup as necessary; takes phone calls as appropriate.
What You Will Need:
Minimum AA/AS degree required or previous supervisory experience of (2) years in the area of customer service.
5 years of pharmacy technician experience, preferably in retail or mail-order pharmacy
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 certification.
The Call Center Supervisor is responsible for a wide range of supportive duties to assist the Pharmacist in the processing and adjudicating of prescriptions. This position coordinates the day-to-day activities of a team of call center and technician staff and monitors all phone volume and productivity standards. This position oversees the incoming call volume to ensure service standards are met and patients receive consistent care. This position hires, trains and supervises members of the call center 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.
AdventHealth Greater Orlando (formerly Florida Hospital) is one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.