SUMMARY:

Under the direction of the Director of Operations , this position provides operational oversight and supervision of the Pharmacy Technicians and is responsible for effective and collaborative leadership for assigned staff.

ESSENTIAL JOB FUNCTIONS:

Supervise team productivity, monitor workload, and address periods of peak volume, ensure quality and standards are consistently achieved and guidelines are followed and met.

Maintain quality customer service by supervising the tasks and responsibilities of all pharmacy technicians.

Ensure all incoming calls from client and/or customers are executed in a professional, polite, and courteous manner.

Maintain accurate documentation and recording in required systems.

Ensure excellent customer services by training employees and providing feedback to existing employees regarding areas of improvement and development.

Maintain diplomacy and tact when dealing with upset or escalated calls.

Accountable for all decisions, actions, and directives with respect to job responsibilities.

Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.

Follow up in a timely manner to ensure customer satisfaction.

Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations that regulate the customer service industry.

Knowledge, understanding, and compliance with company policies and procedures.

Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy.

Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives.

Provide feedback to management concerning possible problems or areas of improvement.

Make recommendations to implement improved processes.

Perform other duties as assigned by management.

EXPECTATIONS

GENERAL

Expected to conduct oneself in a professional, respectful manner in the workplace

Expected to follow all policies as set forth by the company and supervisor or manager

Expected to manage time effectively, if workload is low and employee is not able to identify items to do, employee should reach out to supervisor for direction

Maintains a professional appearance at all times

All daily assigned work must be completed by the end of the shift

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LANGUAGE SKILLS:

Ability to read and interpret documents such as prescriptions, training materials, and procedure manuals. Excellent verbal and written communication skills; strong command of the English language.

MATHEMATICAL SKILLS:

Ability to apply concepts of math and solve algebraic equations.

LOGICAL REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

COMPUTER SKILLS:

To perform this job successfully, an individual should have basic knowledge of Customer Relationship Management (CRM) systems; Pharmacy database software; MS Office Software (Word, Excel, Outlook) and internet navigation.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employee will be provided with a workspace, chair, phone, headset, computer, keyboard, and mouse. This position is part of a large data entry department that is very busy, and can be distracting or loud at times. The employee must be able to remain focused on their tasks and work independently while also working towards the goals of his/her team.

EDUCATION:

High School Diploma / GED Equivalent REQUIRED, College or equivalent PREFERRED

Pharmacy Technician experience preferred but not required

Pharmacy Technician license & registration or certification REQUIRED within 6 months of hire