Assistant Manager, Pharmacy Third Party Help Desk

The Corporate Pharmacy Department, located in the Boise Corporate Offices in Boise, Idaho have opening for a  Assistant Manager, Pharmacy Third Party Implementation Help Desk.

Purpose

Assistant Manager, Pharmacy Third Party Implementation Help Desk is responsible for ensuring that the Pharmacy Help Desk coordinators are responding to pharmacies in a timely and accurate manner regarding Third Party billing and procedural questions. Candidate will lead their team of 6 to 8 direct reports by coaching, developing, and motivating them to deliver excellent customer service and support for all 1700 pharmacy locations.

Key Responsibilities include, but are not limited to:

·         Point person for HD staff to escalate complex Pharmacy Third Party billing problems and related questions.

·        Review and follow up on open calls which could not be resolved within the pre-established  time frame

·         Lead/Train staff to achieve optimum performance with all company policies and procedures

·         Monitor agent’s calls and logs to build on agent’s strengths and weaknesses and provide feedback.

·         Create call center staffing hours and shift schedule that includes nights and weekends based off of call volume.

·         Provide reports and updates to your manager regarding staff’s individual and team performance and production.

·         Communicates with IT service desk and Pharmacy Ops, escalate critical issues for prompt resolutions

·         Analize reports to help pinpoint processing issues and help create methods to improve functionality, also identify  

 specific patterns with drug/processor or patient problem.

·         Responsible for understanding technology and how it applies to area (ie. ACD phone system, call entry application, Daytech software, In-store Pharmacy systems) to improve efficiencies & customer service

Qualifications:

·         Excellent written and verbal communication skills

·         Excellent customer service skills.

·         High School diploma.

·         Minimum 2 years of pharmacy and call center experience

·         Management or Training experience a plus

·         Familiarity with PDX and/or ARX pharmacy software systems

·         Knowledge of Third Party processing and NCPDP Industry Standards preferred

·         Proficient in Microsoft Office (Excel, Word, Access, Power Point).

·         Strong follow-through skills with focus on problem solving

·         Ability to multi task and prioritize workload

Physical Environment:

·         Most work is performed in a temperature-controlled office environment.

·         Ability to sit for long periods at desk or computer.