Location: San Diego, CA Remote Location: # of openings: 1 Department: Employment duration: Full time Exemption Status: Exempt Relocation Assistance: N/A Added to system: 12/12/22 3:36 PM Job Code: 340.221212.7986

Description

Supervisor, Contact Center Services

$53,852 - $72,700 - $91,548

“Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors. A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.”

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!

Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

The Scoop: Has primary responsibility for supervision of a variety of Contact Center Services staff. Manages day-to-day operations in the achievement of defined service objectives. Supports management to ensure team alignment with the overall goals and objectives of the Operations Business Unit and the Corporation. Provides leadership to ensure the highest levels of quality, service, performance levels, and efficiency standards are implemented and maintained. Trains and develops staff to successfully perform their duties and advance within the Operations career path. Relies on knowledge and experience of healthcare operations concepts, practices and procedures. Takes responsibility for personal growth and career engagement. A wide degree of independence, latitude and creativity is expected.

What You Get To Do: include the following, other duties may be assigned

• Responsible for delivering exceptional service to customers, including open channels of communication, prompt response to inquiries and requests, and timely, accurate results that meet client specifications
• Ensures that staff is properly trained and supervised in order to timely and accurately execute processing needs in compliance with performance standards and regulatory agencies
• Supervises on average, 12+ staff members, including interviewing and recommending candidates for hire, coaching and developing staff members, assigning and monitoring work in progress, evaluating performance, enforcing attendance & performance standards, administering employee corrective action, and making compensation recommendations
• Models and cultivates staff behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership. Ensures that staff members are aware of business plan objectives, individual accountabilities, and the competencies critical to successful job performance
• Supervises assigned work group to achieve service commitments, including sustainable, measurable, accurate, reliable, and timely execution of service deliverables
• Provides day-to-day leadership, including administering policies, business processes, quality standards, and performance measurement criteria. Sets high standards and encourages new ideas for improving organizational performance
• Partners with other MedImpact teams to effectively resolve customer issues and inquiries to ensure mutual success, supports new business. Participates as a member of cross functional workgroups, teams, and committees as assigned
• Sets high standards and encourages new ideas for improving team performance
• Takes informed risks and remains open minded and flexible
• Promotes continuous improvement by documenting processes, assigning roles & responsibilities, and measuring results. Seeks out and actively participates in business initiatives that contribute to service excellence.
• Utilizes planning, prioritizing, and organizational skills to effectively deploy the assets, tools, and processes necessary to achieve business objectives
• Works with Call Center Manager and Director to implement strategic business work plan goals
• Maintains commitment to operational goals in the face of obstacles and collaborates with internal customers
• Cultivates positive relationships with MedImpact customers through direct interaction and by achieving positive customer satisfaction results. Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues. Promptly responds to service failures, resolves issues, and escalates concerns as appropriate

Supervisory Responsibilities

Directly supervises non-exempt employees that support the Contact Center Services function. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and/or Experience

For consideration candidates will need Bachelor's degree from four-year College or university; or equivalent combination of education and experience. A minimum of 2-3 years experience in a PBM or healthcare environment preferred. A minimum of 2 years of leadership experience. Demonstrated ability to positively interact with clients, customers and assigned staff. Demonstrated willingness to take accountability for achieving service commitments and a demonstrated ability to achieve results.

Computer Skills

Proficiency with MS Windows Office programs, including MS Word, Excel, and Outlook to create complex documents, manage schedules, and analyze data.

Certificates, Licenses, Registrations

Current Pharmacy Technician License and/or CPhT certification preferred.

Other Skills and Abilities

• Excellent skills in written and oral communication
• Organization/prioritization
• Decision-making
• Problem analysis and resolution
• Negotiation
• Team building and leadership
• Ability to maintain a high degree of confidentiality using, tact, discretion, and professionalism in all aspects of the job
• Strong attention to detail and follow-through skills
• Demonstrated ability to appear for work on time, follow directions from a supervisor, interact well with co-workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment
• Demonstrated ability to meet or exceed the competencies as listed on the attached sheet

Travel

This position requires travel a minimum of 10% of the time. Also, attendance maybe required at various local training sessions and/or meetings.

The Perks:

• Medical / Dental / Vision / Wellness Programs
• Paid Time Off / Company Paid Holidays
• 401K with Company match
• Life and Disability Insurance
• Tuition Reimbursement
• Employee Referral Bonus

This position is eligible for Employee Referral Bonus at Level II

To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to www.medimpact.com/careers

MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego, California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.

Equal Opportunity Employer, Male/Female/Disabilities/Veterans

OSHA/ADA:

To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed 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.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.