Job: Call Center Operations Mgr (CSO)

Jobing Description

Requisition Number: OPS02768
Job Title: Call Center Operations Mgr (CSO)
Position Type: Full Time

Function: Customer Service

City: Memphis

State: Tennessee

Travel Required: No
Job Description: 1. Manages all call center operations within assigned location; ensures compliance with applicable state/federal licensure requirements/regulations.
2. Coordinates acceptance and entry of prescription, prescription processing, and calls to physicians and patients related to specialty orders. Ensures adherence to standard policies/procedures for drug/supply procurement.
3. Studies schedules and estimates time, cost, and labor for completion of job assignments. Establishes or adjusts work procedures to meet production schedules.
4. Receives and resolves internal and external complaints; handles escalated customer issues according to department standards.
5. Cooperate and coordinate with other departments to ensure efficient delivery of drugs and supplies for each patient. Ensures compliance with established company practices and policies for efficient movement of materials in and out of facilities.
6. Collaborative with the VP of Clinical Operations or Pharmacy Services, implement and monitor standard operating procedures to ensure effectiveness and compliance with applicable laws. Update and revise, with the knowledge and approval of the corporate leadership, company policies and procedures to meet state requirements and regulations.
7. Supervise maintenance of patient records, including prescription records.
8. Monitor client satisfaction trends, to identify areas for improvement, resolve client grievances in collaboration with pharmacy, nursing and corporate staff and make recommendations for improvements.
9. Participates and assists in the maintenance of the Pharmacy Continuous Quality Improvement Program. Develops QA indicators based on identified trends, high volume, high risk or problem prone areas specific to each location.
10. Prepare, under the direction of management, monthly reports providing analysis of branch pharmacy operation including product usage and outcomes data.
11. Participate in team meetings to assure the effective, safe and efficient operations of the pharmacy service mode.
12. Assists with recruiting, interviewing and selection of pharmacy staff.
13. Participate in strategic planning in areas of possible growth expansion and new business opportunities
14. Assure Code of Conduct and Professional Ethics commensurate with the practice of pharmacy and company polices are followed by all pharmacy employees at all times.

Qualifications: Bachelors degree or the equivalent and minimum 5 years leadership experience required

Previous call center experience preferred

We are an Equal Opportunity Employer, M/F/D/V