Supervisor, Medication Adherence

ChenMed • Miami, FL • 1h ago

We're unique. You should be, too.

We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.

The Supervisor, Medication Adherence will be responsible for leading a group of Medication Adherence (MA) Technicians, in addition to being able to perform all of the duties and responsibilities of a MA Technician, the Supervisor is responsible for ensuring that the MA Technicians are performing at the highest level, whether the team is in a call center or virtual environment. The Supervisor sets an example for the team in consistently displaying the company values, working with a positive attitude, and performing duties at an exemplary level.

The Supervisor is accountable for onboarding and training the MA technicians, setting standards of excellence for the team, and supervising their performance; with the ultimate goal for patients to obtain an organized product they will understand allowing them to reduce or eliminate any adherence challenges.

In addition, the Supervisor will be also responsible for acting as an MA Technician him/herself. In that regard, he/she is also responsible for investigating why patients are late to pickup their refills, calling patients who do not have auto-refill to encourage them to enroll, close the loop for patients who have not picked up their medications on time by either routing to the care team to refill, determining if the patient has moved to an external pharmacy, or is no longer prescribed the medication.

The Supervisor, Medication Adherence must always provide excellent customer service and will approach every interaction with patients as an opportunity to support better health by ensuring they have addressed and are prepared to solve for barriers to patient medication adherence.

A successful Supervisor possesses a passion for working with seniors and embodies our patient promise. This position will reside within the Operations Service Center. The Supervisor will serve our patients according to corporate policies and regulations, while achieving department quality, compliance, and productivity standards, ensuring a high level of customer service.

*ESSENTIAL JOB DUTIES/RESPONISBILITIES:

Works in a fast-paced, structured call center environment

Understands and follows policies and procedures.

Makes appropriate and timely decisions according to department standards, procedures and policies.

Manages call center workload/execution

Sets the SOP for the workflow process for the Medication Adherence Call Center (MACC).

Determines the KPIs for the MACC.

Closes the loop completely for patient/care team issues related to medication refills.

Handles numerous phone contacts per day.

Manages tools and resources required to perform the duties for the MACC

Create a system that allows for monitoring the MACC's progress which will include the current Work In Progress (WIP) report.

Inform the developers if the Medication Adherence Tracking tool is not working properly.

Connect with the Part D payer connection, for external payer data that is not in the Medication Adherence Tracking tool.

Delegates work

Follows-up/assigns all messages left from the previous day.

Monitors Technician queues to maximize efficiencies.

Troubleshooting

Solves escalated pharmacy technician issues from the MACC team.

Administrative tasks

Assists in Coordinator schedule creation and schedule management.

Communication

Leads daily team meetings.

Communicates in an effective manner (oral and written).

Delivers an extraordinary customer experience by responding to inquiries and concerns.

Interacts with employees across various levels and departments.

Training

Assists in training preparation, set-up and delivery.

Trains new team members using job aides and virtual training sessions.

Monitors calls for quality assurance.

Maintains acceptable performance standards, including effectiveness, efficiency, and quality.

Other duties as assigned and modified at manager's or Director's discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

Detailed knowledge and understanding of medication adherence practices, protocols, techniques, functions and processes.

Excellent interpersonal skills, telephone communications skills and pharmaceutical calculation skills

Excellent written, verbal, listening and interpersonal communication skills.

Must possess a customer service mindset with the ability to remain patient, calm and empathetic is challenging situations.

Ability to make sound decisions and conduct follow ups for problematic situations that may arise during the established process.

Ability to practice discretion and care on a regular basis when working with sensitive/confidential data pertaining to the patient, department, or company

Ability to interact with all levels of internal and external parties, to convey information correctly and always represent ChenMed and its entities in the most favorable manner

Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, database, and presentation software.

Ability and willingness to travel locally, regionally, divisionally or domestically up to 10% of the time.

Ability to prioritize, organize, and multi-task.

Able to train personnel.

Scheduling experience.

Able to deal with a fast-paced environment.

Positive, cooperative, and collaborative attitude.

Spoken and written fluency in English.

EDUCATION AND EXPERIENCE CRITERIA:

GED or High School Diploma.

Must meet both of the following requirements:

Certification as a Pharmacy Technician or Medication Assistant AND

A minimum of 2 years of work experience in a medication dispensing/pharmacy setting

Experience with Microsoft Office.

Experience with web-based customer relationship management systems.

Proficiency in keyboarding and navigating a windows environment.

PAY RANGE:

$22.0 - $31.42 Hourly

The posted pay range represents the base hourly rate or base annual full-time salary for this position. Final compensation will depend on a variety of factors including but not limited to experience, education, geographic location, and other relevant factors. This position may also be eligible for a bonuses or commissions.

EMPLOYEE BENEFITS

https://chenmed.makeityoursource.com/helpful-documents

We're ChenMed and we're transforming healthcare for seniors and changing America's healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We're growing rapidly as we seek to rescue more and more seniors from inadequate health care.

ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people's lives every single day.

Current employees, if you want to apply to our internal career site, please click HERE (https://careers.chenmed.com/i/us/en/homerevisited)

Current Contingent Worker please see job aid HERE to apply

LI-Remote

ChenMed

Go to Apply

Share this job

Similar Jobs

Operations Solution Architect Senior Manager, Supply Chain

Accenture • Miami, FL • 12min ago

Management & Administrative

We Are: Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue g...

12min ago

Go to Apply

Technology/Supply Chain Planning Delivery Lead

Accenture • Miami, FL • 15min ago

Retail & Hospitality

We Are: Accenture Supply Chain & Operations practice who specializes at the intersection of functional consulting, data, & technology. Our Fortune 500 clients all the way through private equity-backed portfolio c...

15min ago

Go to Apply

National Channel Account Manager-Optiv

Proofpoint • Miami, FL • 26min ago

Management & Administrative

Illinois Florida New York Texas New Jersey Washington Massachusetts Georgia Full time R14951 About Us: Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents c...

26min ago

Go to Apply

Health Industry - Patient Access & Experience Manager

Accenture • Miami, FL • 1h ago

Hospital & Medical

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth an...

1h ago

Go to Apply

Health Industry - Patient Access & Experience Consultant

Accenture • Miami, FL • 1h ago

Hospital & Medical

1h ago

Go to Apply

Industrial Hygienist Intern (Summer 2027)

Teva Pharmaceuticals • Davie, FL • 1h ago

Legal & Paralegal

We Are Teva We're Teva, a leading innovative biopharmaceutical company, enabled by a world-class generics business. Whether it's innovating in the fields of neuroscience and immunology or delivering high-quality medicine...

1h ago

Go to Apply

WAREHOUSE JANITORIAL CLEANER DFH4

ABM Industries • Hialeah Gardens, FL • 2h ago

Manufacturing & Warehouse

Overview We are looking for a reliable and experienced Warehouse Janitorial Cleaner to maintain cleanliness and sanitation standards in building/facilities. This role involves operating specialized equipment, handling cl...

2h ago

Go to Apply

Senior Warehouse Manager

Ryder System • Miami Gardens, FL • 2h ago

Management & Administrative

Job Seekers can review the Job Applicant Privacy Policy by clicking here ( http://ryder.com/job-applicant-privacy-policy ) . Job Description : We are hiring a Senior Warehouse Manager - Warehouse/Distribution in MIami Ga...

2h ago

Go to Apply

Warehouse Order Selector

Sysco • Medley, FL • 2h ago

Manufacturing & Warehouse

I IMMEDIATELY HIRING Warehouse Order Selectors up to $54,519 Hiring immediately Earn up to $54,519 per year including base, overtime, and incentives Industry-leading total rewards package On-the-job training with career...

2h ago

Go to Apply

Warehouse Supervisor

Ryder System • Miami Gardens, FL • 2h ago

Manufacturing & Warehouse

Job Seekers can review the Job Applicant Privacy Policy by clicking here ( http://ryder.com/job-applicant-privacy-policy ) . Job Description : We are immediately hiring a Warehouse Supervisor in Miami Gardens, FL for our...

2h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)