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Join Henry Ford Centralized Compliance Packaging team as a Supervisor of Pharmacy Benefits at our Troy location.
GENERAL SUMMARY:
Schedule: Full Time 40 hours - Rotating Shifts
Location: Troy
The Supervisor – Pharmacy Benefits Specialists leads the hybrid team (onsite at Troy and remote two days/week) that serves as the first receiver of all compliance packaging orders within the data entry and clinical department. This role manages scheduling, training, workflow distribution, KPIs, and coverage, while ensuring high‑quality intake, cycle‑fill setup, and patient/program communications. The Supervisor oversees data integrity, and service standards, and acts as an escalation resource for complex cases, cross‑site coordination, and software/process execution. The position reports to the designated leader within Centralized Compliance Packaging.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
- Own technician and specialist scheduling, rotation planning, coverage, and daily workflow distribution to meet service levels across onsite and remote work.
- Monitor and coach to KPIs (call responsiveness, data entry accuracy, data integrity, patient satisfaction, and throughput); conduct quality reviews; implement corrective actions as needed.
- Supervise communication workflows with patients, programs, nurses, prescribers, social workers, clinical pharmacists, and technician specialists; ensure timely response to calls and email queues.
- Provide training, competency validation, and ongoing coaching on software and processes.
- Serve as the primary escalation point for team questions and complex cases; ensure data quality and credible data flow to the centralized compliance packaging site.
- Partner with leadership on policy adherence, process improvement, performance reporting, and resource planning
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and duties. It should be understood, therefore, that employees may be asked to perform job-related duties beyond those explicitly described above.
EDUCATION/EXPERIENCE REQUIRED:
- Requires High School Diploma or G.E.D. equivalent. Associate’s Degree or higher preferred.
- Pharmacy technician experience for at least five (5) years required.
- At least three (3) years of experience with various pharmacy dispensing systems, inventory management, and other automation supporting pharmacy operations required, with particular preference to experience using compliance packaging software(s).
- Ability to lead work groups effectively.
- Must possess the personality and ability to work with a wide variety of people under sometimes stressful situations.
Must be motivated to provide high quality patient care.
CERTIFICATIONS/LICENSURES REQUIRED:
- Requires State of Michigan Pharmacy Technician License.