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Member Services Supervisor

 

With over 500 employees in two state-of-the-art locations, WellDyneRx is experiencing tremendous growth in the pharmacy and health care industries. WellDyneRx has a wide range of expertise, from full pharmacy benefit management services and innovative health and wellness programs, to specialty and mail order pharmacies.

Our people are our greatest asset, and it is their commitment to providing remarkable customer support and innovative health care solutions that has driven WellDyneRx’s success. WellDyneRx  is focused on developing our employees, understanding that our future success depends on the talent we hire today.

Our people are passionate about the work they deliver. And, in return, WellDyneRx is passionate about investing in them. Our culture supports creativity and innovation and rewards excellence.

WellDyneRx is the perfect place for people with an entrepreneurial spirit who are fulfilled by delivering consistent, quality results and service to both internal and external customers. Come be a part of this exciting time in WellDyneRx’s over 20-year history and find a career you can grow with.  Join Our Team

Summary

This is a critical position requiring excellent supervisor and customer interaction skills. Individual is expected to oversee Member Service Representatives to ensure enhanced member satisfaction with WellDyneRx by responding to phone calls, emails and voice messages. Problem solving skills are essential. This position supervises the focal point for all member inquiries regarding their pharmaceutical benefit coverage, whether at the retail or mail order level.

 

Essential Duties and Responsibilities

  • Supervises subordinate personnel.
  • Oversees daily operation of Call Center including call flow, abandons, etc.
  • Assists the Call Center Manager in: hiring, determining workload and delegating assignments.
  • Monitors and evaluates Member Service Representative performance.
  • Creates performance reviews and recommends corrective or disciplinary actions.
  • Monitors random calls to improve quality, minimize errors and track operative performance.
  • Develops and maintains area specific records such as attendance and performance reports, etc.
  • Provides assistance to members and MSRs with escalated calls and other unresolved issues.
  • Coaches and re-trains as specific areas for improvement are identified.
  • Ability to design and/or prepare training/instructional materials, teaching aids and devices; on occasion involving coordination with other departments.
  • Able to clearly identify problem areas so as to address and/or update as needed.

 

Required Skills

  • Speak clearly, concisely and effectively; listen to and understand information and ideas as presented verbally; excellent oral and written communication skills.
  • Organize information in a clear and concise manner.
  • Deal with people in a manner which shows sensitivity, tact, and professionalism.
  • Make a decision or solve a problem by using logic to identify key facts, explore alternatives, and propose quality solutions.
  • Ability to work flexible hours as needed in a 24/7 environment
  • Ability sit at a desk using a computer and phone/headset for a large majority of their day.

Education

  • High School Diploma required.
  • Post High School or specialized training a plus.
  • College Degree preferred.

 

Experience

  • Three years’ experience in call center supervisory position.
  • PBM or healthcare industry experience is desired.

 

Work Environment / Physical Demands

This position is in a typical office environment which requires prolonged sitting in front of a computer.  Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.  May have occasional high stress when dealing with customers/clients.  

EOE/D/M/V/F

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