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Supervisor, Pharmacy - Tampa, FL - Wellcare Health Plans

Company: Wellcare Health Plans
Location: Tampa
Posted on: September 15, 2019

Job Description:

Provides direct management of non-exempt call center associates and pharmacy technicians and/or assists in activities for the business function (or multiple functions) within the Pharmacy call centers and/or operational units. Manages staff, conducts root cause and trend analysis, and develops process improvement for all key aspects of this position.Reports to: Manager, Pharmacy OperationsDepartment: Pharmacy Operations - Appeals or Prior AuthorizationPosition Location: George Road Tampa, Florida 33634Essential Functions:Manages and develops non-exempt direct reports (call center and/or pharmacy technician associated).Prepares midyear and end of year associate performance reviews. Provides significant input on hiring/termination situations.Conducts regular 1:1 and department meetings with associates. Facilitates performance development plans and career path opportunities for associates.Manages and monitors key call center metrics and implements improvement plans either to the individual or at an aggregate level.Assigns and distributes workload, monitors productivity and quality levels and provides associate coaching.Serves as liaison between departments when it becomes necessary due to member or workflow issues.Develops, recommends, and implements process improvements to improve efficiencies and services provided.Completes root cause analysis on data error reports from customer service systems and from business units.Completes trending analysis on reports retrieved from customer service systems utilizing problem solving skills.Trains associates on new processes and refresher training.Creates/revises training as needed.Facilitates and participates in meetings with Sr. Management as needed.Acts as a liaison for the Mgr/ Sr Mgr representing assigned area(s) with other areas and business units.Reviews training materials for the business.Completes gap analysis on training for the business.Other duties as assigned. Additional Responsibilities:Required travel (as needed by C/S Operations business) to WellCare and Vendor locations including, but not limited to Florida, domestically within the USA, Near Off-Shore and Off-Shore for training support purposesCandidate Education:Required A High School or GEDPreferred Other Associates or Bachelor's degree Candidate Experience:Required 4 years of experience in a managed care/pharmacy customer service or call center environment or as a pharmacy technicianRequired Other Experience mentoring, leading and/or supervising othersRequired Other Experience in the areas of customer service and/or call center Candidate Skills:Intermediate Demonstrated analytical skillsIntermediate Demonstrated interpersonal/verbal communication skillsIntermediate Demonstrated written communication skillsIntermediate Ability to lead/manage othersAdvanced Other Understanding of managed care and its place in the health care industryIntermediate Other Understanding of interdependencies on other business units such as Health Services, Provider Relations, Sales, Vendors, ClaimsIntermediate Other Writing skillsIntermediate Other Ability to handle and deal with conflict Licenses and Certifications:Preferred Certified Pharmacy Technician (CPhT) Technical Skills:Required Intermediate Microsoft Word Strong understanding of managed care and its place in the health care industryRequired Intermediate Microsoft Excel Successful experience in the areas of customer service and/or call centerRequired Intermediate Microsoft PowerPoint Understanding of interdependencies on other business units such as Health Services, Provider Relations, Sales, Vendors, ClaimsRequired Intermediate Microsoft Access Good writing skills and communication skillsRequired Intermediate Microsoft Outlook Good analytical skills to do root cause, trending and make recommendations for process improvementsAbout usHeadquartered in Tampa, Fla., WellCare Health Plans, Inc. (NYSE: WCG) focuses primarily on providing government-sponsored managed care services to families, children, seniors and individuals with complex medical needs primarily through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans, as well as individuals in the Health Insurance Marketplace. WellCare serves approximately 5.5 million members nationwide as of September 30, 2018. WellCare is a Fortune 500 company that employs nearly 12,000 associates across the country and was ranked a "World's Most Admired Company" in 2018 by Fortune magazine. For more information about WellCare, please visit the company's website at www.wellcare.com. EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, creed, age, sex, pregnancy, veteran status, marital status, sexual orientation, gender identity or expression, national origin, ancestry, disability, genetic information, childbirth or related medical condition or other legally protected basis protected by applicable federal or state law except where a bona fide occupational qualification applies. Comprehensive Health Management, Inc. is an equal opportunity employer, M/F/D/V/SO.

Keywords: Wellcare Health Plans, Tampa , Supervisor, Pharmacy - Tampa, FL - Wellcare Health Plans, Healthcare , Tampa, Florida

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