Director Customer Service Center - Full-time / Part-time

Essential Functions

• Oversees, develops, and manages a team of managers and customer service center representatives.
• Evaluates department performance against stated goals and industry standards to recommend improvements or changes, if appropriate.
• Provide customer specific feedback to other PharMerica departments.
• Meets with directors and managers in other operational departments to monitor the quality of services being provided.
• Ensures that customer issues are managed at the highest level of quality and integrity for the company
• Receives in-bound communications from customers, and/or facility personnel, recording situation in CRM (DataNet), forwarding concerns to appropriate functional area for resolution. Representative will follow-up on all issues within 3 business days and document results
• Conducts out-bound calls for 30-day surveys (consolidating pharmacies) and 90-day surveys (new business start-ups). Solicits attendance for educational programs, and supports other customer-facing activities for the business.
• Determines type of inquiry, entering into CRM database, assigning each issue by functional area (Ops, Clinical, and CSCR) for investigation, resolution, and follow-up.
• Works with other functional areas to resolve customer problems, and in system databases, and notifying appropriate parties as to what action will be taken to resolve the problem.
• Works with pharmacy General Managers and RBO s in resolving customer concerns/issues.
• Works with associates in other functional areas, regional account management representatives and regional operations in resolution of customer service problems.
• Works with patients in collecting customer s satisfaction information to satisfy carrier requirements on quality of service.
• Performs other tasks as assigned.
• Conducts job responsibilities in accordance with the standards set out in the Company s Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Each essential function is required, although reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  Minimum Qualifications:

  Education/Learning Experience:

• Required: Bachelor s degree or equivalent experience

  Work Experience:

• Required: 2+ years customer service management experience; prior sales experience.

• Desired: customer support in a healthcare setting

  Skills/Knowledge:

• Required: Knowledge of LTC pharmacy products/services; DME & medical supplies, price negotiating experience, basic computer skills, with willingness to develop as necessary desired

  Licenses/Certifications:

• Desired: Pharmacy Technician Certificate and/or Licenses/certifications relating to the LTC field

  Behavior Competencies:

• Required: Customer Service Orientation, Initiative, Communication, Planning/Organizing, Results Orientation, and Problem Solving