Customer Service Manager Job at Belmar Pharmacy
Role and Responsibilities
The Customer Experience Supervisor is responsible for providing a superior customer experience to customers and a supportive environment for the best patient care. The CXC Supervisor manages the department workflow and is responsible for leading and managing to achieve optimal operational productivity. The CXC Supervisor will support Belmar Pharma Solutions management in carrying out the mission of the company.
Responsibilities include:
- Demonstrates superior knowledge of all pharmacy rules and regulations
- Ensures appropriate operational productivity, engagement, and quality metrics are established and met.
- Trains, supervises, and participates in performance evaluations of assigned staff
- Ensures performance goals, expectations, and standards are clearly understood by staff
- Assists in monitoring efficiency metrics by gathering relevant data. Has effective system knowledge and can provide quality reporting.
- Develops and directs work schedules and monitors workflow
- Works closely with the Operations Director to implement new policies and initiatives
- Manages time effectively to manage workflows, employees, and complete project related work
- Responsible for collaborating and encouraging a team environment, managing performance, and participating in employee coaching and counseling
- Leads the effort of the customer service team:
- Interprets faxes, escripts, verbal, and written prescription orders
- Inputs all information into LifeFile System
- Charges credit cards for orders
- Answers patient phone calls and provides excellent customer service
- Processes refill requests from patients and doctors’ offices
- Calls patients about new prescriptions and IVR requests
- Maintains compliance with Company and HIPAA patient confidentiality requirements
- Ensures that the team follows all policies and procedures set forth by Company
- Performs other duties as assigned
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