Sr. Pharmacy Resolution Team Lead Cypress Care
THIS JOB HAS EXPIRED Reports To: Pharmacy Call Center Supervisors
Department: Pharmacy Resolution Center
To support the development and enhancement of leadership competencies that drive individual/team performance against established goals. To foster a team environment that encourages collaboration and support that will provide an exceptional level of customer service to clients.
Essential Duties & Responsibilities
Exceed all of the goals of a Pharmacy Resolution Specialist.
Respond to telephone and email inquiries using standard scripts and procedures.
Communicate appropriate options for resolution in a timely manner.
Review CMS to manage service levels for call center.
Resolve escalated issues that the team is unable to resolve and communicates with clients/management effectively.
Accountable for meeting the goals of quality assurance, attendance, and adherence to work schedule.
Develop and drive improvement ideas
Coach and create a vision for the team. Provide subject matter training for his/her focus areas.
Regularly update and review Standard Operating Procedures with Pharmacy Resolution (PRS) to ensure that everyone is aware of and adhering to procedures.
Monitor Pharmacy Resolution Specialist (PRS) call center performance and activity and call quality.
Provide input for PRS performance appraisals.
Stay current on ALL Cypress Care policies, procedures and applications
Assist with Gatekeeper position as needed.
Assist Account Management team and Implementation team with any special requests.
Assisting other departments with various data related tasks
Other tasks as directed by the Company
High School Diploma or GED required, Associate or Bachelor?s degree preferred.
Minimum of 2 years in a customer service position.
High volume inbound call center experience is preferred
Experience in healthcare and the pharmaceutical industries is a plus
Minimum of 1 year as a Pharmacy Resolution Specialist (PRS) role or equivalent call center experience.
Experience leading teams in a project, team lead, subject matter expert, or supervisory role.
Proficient in Microsoft Office, including Word, Excel, Project, and Outlook
Ability to provide expert level problem solving to complex situations and issues.
Technical aptitude to review and analyze various file formats
Ability to recognize and make recommendations for process/procedural improvements.
Ability to be flexible with changes to policy/procedures, responsibilities, schedules and deadlines.
Strong focus and responsiveness to client service levels and quality goals.
Advanced level interpersonal, verbal and written communication skills.
Solid presentation and public speaking skills
Sensitivity to keep confidential information within the leadership team.
Ability to effectively lead a team meeting and the needs of the business.
Ability to motivate associates, foster teamwork and champion change.
Ability to provide constructive feedback as it relates to coaching for performance.
Able to work in a very structured environment with a diverse workforce.
Must be able to work well with multiple teams and departments.
Ability to navigate at all levels of internal and external management structures
Effective time management
Strong decision making skills
||2736 Meadow Church Road |
Atlanta, GA 30024
THIS JOB HAS EXPIRED