Supervisor, Call Center Pharmacy Technician

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Company: Oak Street Health  Title: Supervisor, Pharmacy Technician Location: Remote Role Description: The Supervisor of the Pharmacy Technician team helps us meet our goal of successfully providing the best care anywhere for our patients by providing quality and efficient service to patients. Our pharmacy technicians receive inbound calls and make outbound medication adherence calls to patients and pharmacies to ensure optimal medication adherence. This role will supervise a team of approximately 15-17 pharmacy technicians, including recorded call monitoring, motivating, recognizing, coaching, counseling, training, resolving escalated patient issues, and communicating patient needs and requests to the care teams in the clinics. This position will report to the Manager, Pharmacy Programs. Core Responsibilities: • Supervise the day-to-day operation of a team of Pharmacy Technicians and be responsible for performance management and providing feedback collaboration with the manager of the team and provide daily direction and communication to Pharmacy Technicians so patient calls are answered in a timely, efficient, and knowledgeable manner • Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external staff  • Train Pharmacy Technicians  on new processes/process changes and ensure the team has effective training and resources to complete their responsibilities effectively • Create and maintain dashboards to track team and individual productivity and performance • Provide regular performance feedback and coaching to each team member and write and administer performance reviews for skill improvement • Create and maintain a high-quality work environment so team members are motivated to perform at their highest level and establish work procedures and processes that support the company and departmental standards and strategic directives • Work as a member/leader of special or ongoing projects that are important to area/process development and partner with colleagues to reach and maintain target metrics to ensure delivery of a positive patient experience • Use appropriate judgment in upward communication regarding department or agent concerns • Monitor daily platform needs, including phone ques, DoseSpot, RX CareRequests, Salesforce, RXEffect, team chats • Monitor and resolve Service Recovery cases • Responsible for maintaining licensure and certification  • Complete all Continuing Education expectations  • Other duties, as assigned   Remote Work Requirements: • Work-At-Home Colleagues are required to establish a designated virtual work location within the state and city where they have confirmed they currently live. • The colleague should have functioning phone and internet access that is sufficient to support work responsibilities. • ISP requirements include minimum internet speeds of 10MB upload/100 MB download ability available in your home, as well as the ability to hardwire your computer into your modem/router. • The work environment should be quiet, compliant with CVS Health and HIPAA guidelines, and allow for uninterrupted work during work hours. The remote work environment should have a desk or table at which the Colleague can work. • The company will provide equi