Supervisor, Pharmacy Data Entry

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POSITION SUMMARY:

The Pharmacy Data Entry Supervisor manages the pharmacy data entry team, activities, processing, order fulfillment and deliverables associated with assigned Pharmacy Program(s). 

• Ensure prescription data entry services are completed in an accurate, efficient, and timely manner through management, review, and training of the pharmacy data entry team
• Serves as a liaison between pharmacy data entry and program teams, assessing current and future data entry needs and ensuring proper staffing for those needs
• Direct the work force either directly or indirectly through the management hierarchy to include interviewing, selection, orienting, training, coaching, performance management, as appropriate
• Coordinate and supervise the daily activities of pharmacy data entry team members that range from routine to moderately complex. Typically, does not spend more than 5% of time performing the same work as those supervised
• Monitoring attendance, weekly timecard approval, and PTO requests
• Ensuring pharmacy technicians understand and comply with all pharmacy objectives, performance standards, and policies
• Assist Team Leads with answering questions regarding best practices
• Ensure necessary changes are made in staffing based on day of week, volume of work, client priority, or other anticipated or unanticipated events to ensure SLAs are achieved
• Identify operational issues, suggest, and implement improvements
• Monitor and evaluate performance, train, coach, and escalate performance issues as necessary
• Monitor Key Performance Indicators (KPIs) – Identify, track, and utilize KPIs to achieve business objectives and drive continuous process improvement
• Perform routine audits to ensure standard operating procedure (SOP) compliance
• Ensures completion of new hire on-boarding and competency training
• Preparing reports and analyzing data to assist management of goals
• Working with other supervisors and management team members to support Custom Pharmacy Solutions and maximize customer satisfaction
• Keep management updated on all activities, metrics, and issues
• Provide communication and follow up to ensure teams are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or action
• Monitor individual, team results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets
• Ensure that staff receive the training needed to be proficient in their roles
• Answer questions and requests, respond to and refer inquiries to the Pharmacist when necessary
• Provide high quality customer service to patients and doctors while protecting patient confidentiality
• Perform all other duties as assigned

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• Bachelor's Degree and/or three (3) or more years related experience or equivalent combination of education and experience
• Three (3) or more years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
• Two (2) or more years of supervisory experience providing customer service to patients, clients, or customers, including meeting quality standards for services – preferably in a call center setting
• Registered and licensed pharmacy technician by the Kentucky Board of Pharmacy in good standing
• Commitment to complete the ‘technician in training’ requirements approved by the Indiana Board of Pharmacy within one year of hire date, if unlicensed
• Nationally certified through the PTCB or another approved certifying agency (preferred, but not required)
• Knowledge of medical terminology (including sig codes and Roman numerals), brand and generic names of medications, and general pharmacy terminology

• Experience with HIPAA, PDMA, cGMP adverse events
• Experience with insurance procedures, drug reimbursement issues, and claim adjudication process

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to coach, train, and motivate employees and evaluate their performance
• Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners)
• Able to manage one's own time and that of their direct reports; seeks agreement on resource allocation considering all stake holders; demonstrates frugality by properly preparing and adhering to budgets; seeks ways to decrease cost and spend only on things that improve customer satisfaction

• Thorough understanding of the State of Kentucky Board of Pharmacy Regulations

• Personal initiative and commitment to team and organizational goals
• Ability to work independently with minimal supervision
• Ability to work under pressure and appropriately prioritize responsibilities
• Ability to accept changing workflows and unexpected demands requiring flexibility
• Excellent verbal and written communication skills
• Excellent analytical, problem solving and decision-making skills
• Excellent interpersonal and customer service skills
• Excellent organization skills with attention to detail
• Excellent typing / keyboarding skills
• Ability to learn from a variety of techniques
• Ability to accept ambiguity at times and apply decision making skills to determine course of action
• Ability to follow established process flows
• Ability to perform accurately and efficiently when inputting information into computer software
• Ability to effectively multi-task
• Strong computer skills including Microsoft Office products, presentation software, communication and collaboration tools, and Adobe PDF or comparable.
• Basic math skills
• Strong understanding and practice of data entry, medical records, and dispensing systems and equipment
• Ability to possess and obtain knowledge of medication names – generic and trade
• Ability to recognize subtle differences in names and numbers
• Ability to work effectively in highly stressful situations, exhibiting flexibility in changing situations

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Stand and sit for prolonged periods of time

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

I understand this job description and its requirements.  I understand this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.