Pharmacy Intervention Supervisor/STARS
Solliciteren
Plaats
Sint-Jans-Molenbeek1080
Brussel
België
Contract
Vooltijds, Onbepaalde duurDatum gepubliceerd
2026-02-12Online to:
2026-04-13EUR 15.00 HOUR
Pharmacy Intervention Supervisor/STARS
- MCS Puerto Rico
- Brussel
- 23 uren geleden
Regular
Exempt
GENERAL DESCRIPTION:
\"Responsible for ensuring that the personnel under their supervision perform clinical interventions, including patient calls, to enhance the impact of quality measures such as Adherence, Coverage of Benefits, Polypharmacy, and Medication Therapy Management, Statistical Process Control, among others continue on going regulations. Oversees, audits, and monitors the process of managing referrals to the Pharmacy department from the Customer relationship management (CRM) tool, as well as handling medication-related complaints and CTMs.\"
ESSENTIAL FUNCTIONS:
Supervises, audits, and monitors the resolution of complaints and Complaint Track Module (CTM's) related to drug access.
Monitors the volume of referrals assigned to the pharmacy department, ensuring cases are handled appropriately and necessary actions are taken. This includes addressing the reassignment of unresolved active cases daily or as needed.
Manages the gap analysis process to ensure that member service issues related to drug access or pharmacy benefits are addressed with time stablish by the process.
Continuously monitors the call volume within the unit, ensuring that personnel under supervision meet the daily call requirements.
Ensures compliance with established performance indicators, including productivity, based on target percentages tied to impact measures, Compliance with the assigned itinerary, according to the established percentage and Call intervention monitoring, based on the set compliance percentage.
Ensures the unit operates efficiently by timely loading files into the automatic dialing system, incorporating strategies such as live calls, IVRs, SMS, hand dials, emails, and faxes. All results in the ALVARIA system must be appropriately shared.
Reports operational metrics to management, including the number of interventions and calls completed, calls resulting in pharmacy claims, and calls to be made for project completion daily.
Collaborates with community pharmacies on Quality Program initiatives.
Ensures that personnel under supervision properly use work tools in accordance with department service and quality standards.
Addresses sensitive situations presented by external clients and other departments, and responds to internal queries received from different departments.
Plans work itineraries, ensuring proper resource distribution during the Call Center's operating hours and in alignment with department guidelines.
Prepares and revises unit policies, procedures, and operational guidelines annually or as required.
Supervises, monitors, trains, evaluates, and corrects personnel among others to comply with his/her role as a supervisor, to assure that his/her personnel fulfill their work plan and comply with their essential functions and that they behave following the policies, standards, norms, and procedures of the Company.
Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.
Minimum Qualifications
Education and Experience: Associate's Degree in Pharmacy Technician. At least four (4) years of experience in the Pharmacy area performing data analysis and drug approvals, and supervision in a Call Center environment, health insurance plans, or in Pharmacy Benefit Management (PBM). At least one (1) year of experience supervising staff.
Certifications / Licenses: A valid Pharmacy Technician License and Registration is required.
Other: N/A
Languages:
Spanish – Intermediate (comprehensive, writing and verbal)
English – Intermediate (comprehensive, writing and verbal)
\"We are an Equal Employment Opportunity Employer and take Affirmative Action to recruit Protected Veterans and Individuals with Disabilities.\"
Nivel de antigüedad
Intermedio
Tipo de empleo
Jornada completa
Función laboral
Atención médica
Sectores
Seguros
Exempt
GENERAL DESCRIPTION:
\"Responsible for ensuring that the personnel under their supervision perform clinical interventions, including patient calls, to enhance the impact of quality measures such as Adherence, Coverage of Benefits, Polypharmacy, and Medication Therapy Management, Statistical Process Control, among others continue on going regulations. Oversees, audits, and monitors the process of managing referrals to the Pharmacy department from the Customer relationship management (CRM) tool, as well as handling medication-related complaints and CTMs.\"
ESSENTIAL FUNCTIONS:
Supervises, audits, and monitors the resolution of complaints and Complaint Track Module (CTM's) related to drug access.
Monitors the volume of referrals assigned to the pharmacy department, ensuring cases are handled appropriately and necessary actions are taken. This includes addressing the reassignment of unresolved active cases daily or as needed.
Manages the gap analysis process to ensure that member service issues related to drug access or pharmacy benefits are addressed with time stablish by the process.
Continuously monitors the call volume within the unit, ensuring that personnel under supervision meet the daily call requirements.
Ensures compliance with established performance indicators, including productivity, based on target percentages tied to impact measures, Compliance with the assigned itinerary, according to the established percentage and Call intervention monitoring, based on the set compliance percentage.
Ensures the unit operates efficiently by timely loading files into the automatic dialing system, incorporating strategies such as live calls, IVRs, SMS, hand dials, emails, and faxes. All results in the ALVARIA system must be appropriately shared.
Reports operational metrics to management, including the number of interventions and calls completed, calls resulting in pharmacy claims, and calls to be made for project completion daily.
Collaborates with community pharmacies on Quality Program initiatives.
Ensures that personnel under supervision properly use work tools in accordance with department service and quality standards.
Addresses sensitive situations presented by external clients and other departments, and responds to internal queries received from different departments.
Plans work itineraries, ensuring proper resource distribution during the Call Center's operating hours and in alignment with department guidelines.
Prepares and revises unit policies, procedures, and operational guidelines annually or as required.
Supervises, monitors, trains, evaluates, and corrects personnel among others to comply with his/her role as a supervisor, to assure that his/her personnel fulfill their work plan and comply with their essential functions and that they behave following the policies, standards, norms, and procedures of the Company.
Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.
Minimum Qualifications
Education and Experience: Associate's Degree in Pharmacy Technician. At least four (4) years of experience in the Pharmacy area performing data analysis and drug approvals, and supervision in a Call Center environment, health insurance plans, or in Pharmacy Benefit Management (PBM). At least one (1) year of experience supervising staff.
Certifications / Licenses: A valid Pharmacy Technician License and Registration is required.
Other: N/A
Languages:
Spanish – Intermediate (comprehensive, writing and verbal)
English – Intermediate (comprehensive, writing and verbal)
\"We are an Equal Employment Opportunity Employer and take Affirmative Action to recruit Protected Veterans and Individuals with Disabilities.\"
Nivel de antigüedad
Intermedio
Tipo de empleo
Jornada completa
Función laboral
Atención médica
Sectores
Seguros
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