Supervisor of Pharmacy Care - National Remote

Job title: Supervisor of Pharmacy Care - National Remote in Eden Prairie, MN at UnitedHealth Group
Company: UnitedHealth Group
Job description: Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.The Optum Clinical Excellence Quality Pharmacy team completes telephonic outreach to Medicare Advantage members eligible for the diabetes (MAD), hypertension (MAH), and cholesterol (MAC) medication adherence triple-weighted measures, which plays a significant role in a health plan’s overall Hedis Star Ratings. As The Supervisor of Pharmacy Care with the Optum Clinical Excellence Quality Pharmacy team, you will be part of UnitedHealth Group's mission of helping people live healthier lives. As a leader on this team, it will be your role to develop, implement, and monitor the operational processes and structure for a call center of pharmacy care technicians and pharmacy care coordinators serving members across our Optum Care delivery organizations. The Supervisor of Pharmacy Care will effectively support the successful implementation and execution of medication adherence programs and processes.You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.Primary Responsibilities:

• Accountability for the direct management and business operational functions of a 20+ associate call center focused on assessment, education, and support of medication adherence for patients of Optum care delivery organizations (CDO)
• Assist leaders with new development and continuous improvement of standard operating procedures inclusive of process flows, issues logs, auditing programs
• Provide direction, development, and support to Lead level associates and/or front-line pharmacy care technicians and coordinators
• Provide ongoing coaching and training to team members to enhance their skills and performance
• Conduct regular performance reviews to evaluate employee progress and identify areas for improvement
• Foster a positive and motivating work environment to encourage team engagement and productivity
• Track and update effective metrics and reporting dashboards, in partnership with clinical pharmacy and analytics/reporting leadership
• Act as a point of contact for escalated member concerns, ensuring timely and satisfactory resolutions
• Analyze and interpret data to identify trends, patterns, opportunities, and risks for business partners
• Analyze call center metrics to identify trends and areas for improvement
• Prepare and present reports on team performance and customer satisfaction to senior management
• Communicate analysis and interpretation to appropriate audience in a concise and professional manner
• Work collaboratively with quality trainers and educators to build educational and training programs to promote excellent customer service in the call center
• Set performance goals for staff, aligned with company objectives, and track progress
• Assist upper management in planning, coordination, and project management for the implementation of new call center programs and platforms
• Work closely with other departments to resolve member issues and improve service delivery
• Collaborate with management to develop and implement call center strategies and initiatives

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.Required Qualifications:

• High School Diploma / GED (or higher)
• 3+ years of call center experience
• 2+ years of customer service experience within the healthcare industry
• 2+ years of pharmacy or medical office experience
• 2+ years of experience with Microsoft Office products (Word, Excel, Outlook, Teams)
• 1+ years of Supervisory or Team Lead experience
• 1+ years of experience with process improvement, workflow, benchmarking and/or evaluation of business processes
• Must have a location/workspace in the home that is separate from non-workspace areas and can be secured to maintain PHI or PII security in line with UnitedHealth Group policies and standards
• Ability to keep all company sensitive documents secure (if applicable)
• Reside in a location that can receive a UnitedHealth Group approved high-speed internet connection and installation and own home internet access (internet can be hard wired with Ethernet cord)
• Ability to work any 8-hour shift between the hours of 8:00am-8:00pm CST, Monday through Friday, and 9:00am-6:00pm on Saturdays
• Must be 18 years of age or older

Preferred Qualifications:

• Associate or Bachelor’s Degree
• National Technician Certification (PTCB)
• Current and unrestricted Pharmacy Technician License
• 2+ year of Management/Supervisory experience with direct reports
• PBM and /or Managed Care experience
• Experience and knowledge of Hedis Star measures
• Experience with using Windows personal computer applications, which includes the ability to navigate and learn new and complex computer system applications
• Basic knowledge of system troubleshooting

Soft Skills:

• Ability to handle / diffuse escalated issues professionally
• Excellent organizational skills, customer service skills, and verbal and written communication skills to include but not limited to patients, physicians, clinical staff, contracted providers, and managers
• Demonstrate a high degree of professionalism to always include both personal conduct and appearance
• Ability to always maintain strict confidentiality to include but limited to patients and coworkers
• Compliance with all organizational policies regarding ethical business practices
• Adhere to all department policies and procedures
• Strong problem-solving skills
• Solid communication skills, both written and verbal

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.For more information on our Internal Job Posting Policy, .The salary range for this role is $49,300 to $96,400 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.#RPO #GREEN
Expected salary: $49300 - 96400 per year
Location: Eden Prairie, MN
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