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FIND YOUR FUTURE

We're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and a culture that fosters growth, innovation and collaboration.

Overview

The Supervisor-Operations will be accountable for the performance, quality, satisfaction and operational goals for their respective team. Duties include, but are not limited to, hiring, staff training, approving of time cards, maintaining schedules, reporting operational metrics, assisting with performance evaluations and mentoring and managing employee issues for assigned team members. The Supervisor will work closely with the Manager-Operations in providing their team with support to include the following: assisting staff with inquiries, working in conjunction with other departments in order to provide appropriate information, monitoring the pharmacy’s operational workflow and adjusting the team as necessary. Additionally, the supervisor will be responsible for auditing queues and workflow to ensure compliance with policies and perform issue resolution. They will coach their respective team members to deliver quality service and to adhere to schedules to meet service levels, as well as recommend training for staff development and maintain individual productivity.

Qualifications

+ Associates degree required; Bachelor’s degree preferred. An additional two (2) years of relevant experience will be considered in lieu of a degree.

+ Four (4) years of experience in a high-volume pharmacy required. Experience in specialty pharmacy and claim billing preferred.

+ One (1) year of progressive leadership/management responsibility required.

+ Experience in a call center operations environment with demonstrated results supervising teams in a performance based environment required.

+ Excellent communication skills with the demonstrated ability to influence and work cross functionally. Ability to create an understanding of an idea in a clear and concise manner.

+ Demonstrated success in establishing and achieving goals as well as motivating others toward the same. Leadership skills to include training, coaching, listening and conflict management.

+ Demonstrated ability to apply problem solving methodology to organizational problems and service schedules.

+ Excellent analytical and process management skills.

+ Excellent organizational and time management skills.

+ PC and Windows experience including typing skills.

+ Proven examples of displaying the Reliance Rx values: Collaborative, Accessible, Results-Oriented, Empowering, Supportive.

Essential Accountabilities

+ Supervisory Duties

+ Monitor assigned teams’ work to ensure call documentation is accurate and followed through in a timely manner.

+ Communicate daily updates to staff to clarify issues and prepare the staff for daily challenges.

+ Maintain log-in and log-out status, review of workload through progress note and call analysis, and monitor phone metric/call volume throughout the day to adjust as necessary.

+ Adjust staff’s assignments to meet company requirements and service level goals.

+ Effectively manage individual team attendance on a daily basis and address team members above the department average in a timely manner.

+ Mentor and coach team members in responding to inquiries/complaints.

+ Work closely with Reliance Rx Management Team and Human Resources to ensure proper staffing.

+ Ensure all areas of operational workflow are within acceptable range, and that best practice is followed on each order.

+ Prepare scheduling of team to ensure adequate coverage, to include queue rotations if necessary; Maintain on-call schedule and rotation at acceptable levels.

+ Maintain high levels of both internal and external customer satisfaction

+ Ensure all policies, including accreditation standards, are being followed by all patient care specialists and senior patient care specialists.

+ Leadership

+ Lead a team to achieve maximum productivity and quality standards.

+ Coach and mentor each individual team member and ensure proper new hire training, retraining and on-going staff development.

+ Ensure the timely communication of departmental and company objectives and job priorities.

+ Provide daily coaching to team members to meet productivity and quality standards.

+ Prepare and review monthly performance reports with each team member and make recommendations as required.

+ Perform annual, company, and pay-for-performance associate evaluations.

+ Technical Proficiency

+ Maintain current technical knowledge base regarding Reliance Rx’s contracts and benefits and working knowledge of policies and procedures through updating manuals, filing e-mails and other department protocols.

+ Contribute to workflow as necessary to support the team through high periods of high volume or low staffing.

+ Knowledge of all systems (CPR+, FedEx Insight, USPS Pittney Bowes, phone (including monitoring system), E-mail.

+ Perform quarterly reporting of metrics to include various phone, operational, and workflow metrics.

+ Ability to determine pharmacy claim status and if claim has adjudicated properly. Must work closely with the Billing Supervisor to adjust claim using established criteria to ensure proper claim processing.

+ Servicing Skills

+ Demonstrated ability to apply conflict resolution skills to ensure Reliance Rx’s patients understand policies and procedures to the extent necessary for issues as they arise. Maintain a working knowledge of issues to support this.

+ Consistently apply knowledge of patient rights and pharmacy laws and regulations. Work closely with the clinical team and Compliance and Contracting Specialist to maintain updated knowledge in regulations that affect workflow or responsibility.

+ Provide assistance to team and other associates of Reliance Rx, Independent Health, affiliate, and external customers with timely and accurate responses to verbal and written inquiries regarding orders, claims, benefits, eligibility, reimbursement and order status.

+ HIPAA Compliance

+ Responsible for ensuring HIPAA compliance including quarterly monitoring and auditing phone calls.

Immigration or work visa sponsorship will not be provided for this position

Hiring Compensation Range: $64,000 - $68,000 annually

_Compensation may vary based on factors including but not limited to skills, education, location and experience._

In addition to base compensation, associates may be eligible for a scorecard incentive, full range of benefits and generous paid time off. The base salary range is subject to change and may be modified in the future.

_As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship and immigration status, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law._ _Click here (http://www.independenthealth.com/about/careers/additional-eeo-aap-information)_ _for additional EEO/AAP_ _or Reasonable Accommodation_ _information._

Current Associates must apply internally via the Job Hub app.

The Independent Health Family of Companies, headquartered in Buffalo, NY, serves nearly 400,000 members and provides innovative health care products and benefits designed to engage consumers in their health and well-being. Established in 1980, our comprehensive portfolio includes Pharmacy Benefit Dimensions, Reliance Rx, Nova Healthcare Administrators, Care for You and the Independent Health Foundation.

Our culture sets us apart. Our core values drive who we are and the work we do. As a member of our family, you’re part of something special, in your work and in the community.

We understand and appreciate that everyone has unique experiences, perspectives and identities which is why we pledge to create a safe space where all people and ideas are welcomed. We are here to continue learning and to generate important dialog.

We are committed to doing what matters most - reaching out, working together, and caring for our community. A healthy community benefits everyone who lives in it. You too can be part of making difference in the lives of others, together we achieve so much more. Please click here (http://www.independenthealth.com/about/community-report) to view our Community Reports.

Apply today and join us on the journey to a happier, healthier, and more inclusive community.

We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. An applicant for employment in need of an accommodation to participate in the application and recruitment process should contact Human Resources at: [email protected] or Human Resources, 511 Farber Lakes Drive, Williamsville, NY 14221.

_Please note, we do not accept unsolicited resumes. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us._