Call Center Supervisor

Job Description

Organization Overview:
RegaloRx is a provider of patient assistance services that is designed to improve access to certain donated medicines and devices in the United States and its territories. Patients with a valid prescription and who qualify for a manufacturer’s program will receive those products from a licensed pharmacy. RegaloRx is based in Lenexa, Kansas, and connects philanthropic manufacturers and their foundations with patients who qualify for their donated products.

Purpose:
The Call Center Supervisor develops, coordinates, and manages various programs providing patient and healthcare provider support.  This includes supervision, quality assessment and training of staff and collaboration with client representatives.

Responsibilities:

  • Monitor work queues and ensure an appropriate allocation of resources within the team are distributed to meet operational and quality goals. Monitor individual and team, productivity, and quality scores to identify performance trends and ensure attainment of service level agreements.

  • Coordinate and partner with Workforce Manager to determine scheduling to optimize staff.

  • Monitor calls to observe customer experience, tone, and technical accuracy to ensure quality standard operating procedures and company values are being met.

  • Partner with Program/Account Manager and client organizations as needed to address satisfaction surveys, provide call and case summaries for escalations, recommend process improvements, and any other patient reported trends.

  • Provide regular cadence of communication and follow up to ensure staff are fully informed of any changes related to their performance, changes to programs, procedures, customer needs or company related training needs or actions that may need to be taken.

  • ·Address disciplinary concerns in partnership with Management and HR.

  • Maintain team morale and employee retention by serving as a resource to staff.

  • Partner with Quality on Client Call Calibration meetings.

  • Coach and train call center staff, when individualized opportunities are identified or as needed in partnership with the Training team

  • Monitor time and attendance of team members, accurately submitting approval of time for payroll as outlined in payroll procedure.

  • Participate in interviewing and hiring of employees/contingent resources as requested by

  • HR and Management.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Core Competencies

  • Business Understanding

  • Communication

  • Leadership

  • Interpersonal Ability

  • Teamwork

  • Autonomy and Independence

  • Planning and Organizing

  • Problem Solving/Analysis

Skills / Requirements

  • ·Bachelor’s Degree or equivalent work experience

  • Demonstrated leadership with direct experience managing people                             

  • 5-7 years of Call Center experience

  • 2-3 years working in a pharmaceutical or healthcare setting

  • In-depth understanding of insurance; reimbursement support and patient assistance services.  Experience with re-verification/ re-enrollment periods as it relates to patient services.

  • Understanding of importance of quality and quality metrics

  • Proficiency with Microsoft Office Suite, with a focus on intermediate to advanced knowledge of Excel

  • Experience with workforce engagement software – Virtual Observer, Salesforce, Five9, Vonage, etc.

  • Experience with leadership and development as it relates to ownership of a team and for its performance output.

  • Process redesign experience

  • Quality management or project management experience

  • ·Experience handling staffing, scheduling, and coordination of departmental activities

  • Experience with Patient Assistance Programs

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. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms. 

Benefits:
Full-Time employee benefits include; 401(k), 401(k) matching , dental insurance, employee assistance program, flexible spending account, health insurance, life insurance, paid time off, referral program, retirement plan, vision insurance.