WELLBE INTRODUCTION
WellBe is a Physician Led, Advanced Practice clinician driven, geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients. This population is typically undeserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care. WellBe's care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.
General Summary
Pharmacy Technician Manager will be responsible for managing the pharmacy technicians within our pharmacy services call center, and support leadership in achieving key clinical results to ensure improvement and sustainability of Medication Adherence and overall Medicare STAR rating Part D measure performance. The pharmacy services team coordinates care and is a liaison between patients, providers, and pharmacies to ensure access to medication, refills and address barriers to adherence. You will oversee department and departmental policies and procedures, training, communication, and function as an “SME” leading medication adherence and clinical pharmacy initiatives in a fast-paced environment. This position requires experience in managing teams, lead or management experience within a Pharmacy Services call center, Medicare Star Rating knowledge, ability to develop and implement clinical pharmacy programs to promote quality, ability to prepare and present program results to senior management, analyze data, develop reporting, and function within a highly matrix environment.
Skills & Competencies
Management Hires, trains, coaches, counsels, and evaluates the performance of direct reports.
Policy and Procedure Develops departmental policies and procedures, workflows necessary for operational management and effective/efficient performance.
Training Responsible for the selection, scheduling, and development of pharmacy technician personnel. Also develops training curriculum to support pharmacy technicians and work to deploy necessary program and change management concepts to ensure medication adherence results become “a way of life” and that all constituents have the right tools / resources to track and improve performance. Accountable for identifying gaps in pharmacy operations knowledge among team members and supporting those team members in their training, either through hands-on training or assignment of learning modules.
Outreach Calls and Problem Solving Assists team, responds to calls, and resolves pharmacy services / outreach related issues and call escalations from physicians, pharmacies and patients on a timely basis.
Audits and Data Integrity Monitoring Monitors daily phone activities to exceed standards and improve customer service levels. Monitors medication adherence and part D star rating reports to maintain data integrity, and minimize/mitigate data gaps.
Performance Tracking and Monitoring Leads coaching, and performance monitoring of pharmacy technicians. Monitors team and adherence performance and provides actionable report/information/escalation to drive teams to expected performance and ensure improved results year-over-year. Motivates and encourages assigned staff and recommends methods to improve productivity and quality measures. Remain aware of industry trends and integrate best practices into department workflows/programs.
Team Building Builds a high performing team focused on high customer service and partnerships with WellBe’s cross-functional teams including Clinical, Operations, Analytics/Reporting, IT, and Compliance to develop programs that deliver measurable, actionable solutions.
Project Management Lead special projects and workgroups to improve pharmacy-based measure performance.
Other tasks needed to accomplish team’s objectives/goals.
Educational Requirements
- BS/BA in relevant program, or equivalent work experience.
- Current State Pharmacy Tech or Certification or National Certification based on applicable state(s) preferred.
- 3-5 years of relevant work experience in pharmacy operations, managed care, and/or retail environment, experience in managing Quality/Stars program, or any combination of education and experience, which would provide an equivalent background.
- Lead or management experience within a Pharmacy Services call center.
- Experience of managing, coaching and performance management of teams.
- Graduate degree preferred.
Required Skills and Abilities
- Strong work experience in pharmacy operations, call center work, managed care, and/or retail environment.
- Strong background in management and leading teams.
- Strong background/experience with Medicare STARS and Medication Adherence measures.
- Healthcare experience is required.
- Experience in start-up or fast paced dynamic environment.
- Ability to multi-task and manage competing priorities.
- Demonstrated success managing complex projects or multiple smaller projects.
- Ability to manage data, analyze data, identify data gaps and develop reporting for performance management.
- Must be able to work in a matrix environment.
- Must have the ability to motivate others, prioritize multiple tasks, and maintain positive interpersonal working relationships.
- Excellent written and verbal communication skills are required. Must be able to communicate effectively. with all levels of the organization, including ability to develop presentations, lead meetings, and present in front of large audiences.
- Quick learner and comfortable with high level of ambiguity.
- Strong accountability and discipline regarding timelines and deliverables.
- Passion for excellence and willing to go the extra mile to achieve objectives and ensure high quality work product and team performance.
- Excellent understanding and proficiency with Microsoft Office.
The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.
