Responsible for overseeing provision of enhanced specialty pharmacy services for a specific payor service. Managing the team in an inbound/outbound call center environment. Partnering with the payor on provided a specialized service to the patient/member. From data entry of prescriptions, delivery scheduling and management of the Payor Partner Program Specialist team.

• Supervise staff of Payor Specialist in inbound/outbound call center
• Provide timely reporting, feedback, and information to support the training and development of Payor Specialist team
• Work with Payor Partners on advancements to the specialist team, to provide the best service to the patients/members
• Direct and seek enhancements to team’s workflow daily
• Ensure that team maintains and keeps reasonable production as determined by management
• Develop and manage department schedule, time off requests, etc.
• Provide escalated resolution to customer service issues to ensure member satisfaction
• Serve as primary resource for Regional Managers of Provider Relations on comprehensive patient support and other enhanced services
• Participate in after hours on-call rotation with the management team
• Travel with the sales team to build relationships with healthcare providers, as needed
• Responsible for accurate data entry of incoming prescriptions
• Responsible for accurate selection of billing and shipping methods for incoming patient orders
• Provide customer service coverage for incoming calls and directing incoming calls to appropriate staff as needed
• Work with internal stakeholders to provide resolution to payment related issues on accounts/orders
• Manage orientation process and training new employees
• Responsible for completing all mandatory and regulatory training programs
• Perform other duties as assigned

Education Requirements:

• Preferred: Bachelor’s degree in Business Administration or Healthcare

Experience:

• Past experience in a customer service-related field
• Past experience in a call center environment
• 12-24 months experience as a pharmacy technician

Job Skill Requirements:

• Broad knowledge of medications, physician orders, and pharmacy systems
• Strong communication skills
• Outstanding customer service skills
• Excellent organization skills
• Ability to multitask and prioritize
• Excellent computer and keyboarding skills

Compensation:

$60,405.80 per year.

The final offer will be determined after careful consideration of multiple factors such as relevant skills, years of experience and education.  

KPH Healthcare Services, Inc. is a multistate organization and abides by all local, state and federal regulations as it pertains to minimum wage requirements.