Supervisor, Pharmacy','1704152','!*!About WellCare: WellCare Health Plans, Inc. is a Fortune 500 company traded on the New York Stock Exchange (symbol: WCG). It provides managed care services targeted to government-sponsored health care programs, including Medicaid, Medicare, Prescription Drug Plans and the Health Insurance Marketplace. Headquartered in Tampa, Fla., WellCare offers a variety of health plans for families, children, and the aged, blind and disabled. The company serves approximately 4 million members and employs approximately 6,500 people nationwide as of Sept. 30, 2014. For more information about WellCare, please visit our website at www.wellcare.com or view our videos at https://www.youtube.com/user/WellCareHealthPlan.EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, sex, age forty (40) and over, disability, veteran status, or national origin.','!*!Department: Pharmacy
Reports to: Manager Pharmacy
Location: 4110 George Road, Tampa FL 33634
Provides direct management of non-exempt call center associates and pharmacy technicians and/or assists in activities for the business function (or multiple functions) within the Pharmacy call centers and/or operational units. Manages staff, conducts root cause and trend analysis, and develops process improvement for all key aspects of this position. Essential Functions:
Manages and develops non-exempt direct reports (call center and/or pharmacy technician associated).
Prepares midyear and end of year associate performance reviews. Provides significant input on hiring/termination situations.
Conducts regular 1:1 and department meetings with associates. Facilitates performance development plans and career path opportunities for associates.
Manages and monitors key call center metrics and implements improvement plans either to the individual or at an aggregate level.
Assigns and distributes workload, monitors productivity and quality levels and provides associate coaching.
Serves as liaison between departments when it becomes necessary due to member or workflow issues.
Develops, recommends, and implements process improvements to improve efficiencies and services provided.
Completes root cause analysis on data error reports from customer service systems and from business units.
Completes trending analysis on reports retrieved from customer service systems utilizing problem solving skills.
Trains associates on new processes and refresher training.
Creates/revises training as needed.
Facilitates and participates in meetings with Sr. Management as needed.
Acts as a liaison for the Mgr/ Sr Mgr representing assigned area(s) with other areas and business units.
Reviews training materials for the business.
Completes gap analysis on training for the business.
Other duties as assigned. Additional Responsibilities:
Required travel (as needed by C/S Operations business) to WellCare and Vendor locations including, but not limited to Florida, domestically within the USA, Near Off-Shore and Off-Shore for training support purposes ','!*!Candidate Education:
Required A High School or GED
Preferred Other Associates or Bachelor's degree Candidate Experience:
Required 4 years of experience in a managed care/pharmacy customer service or call center environment or as a pharmacy technician
Required Other Experience mentoring, leading and/or supervising others
Required Other Experience in the areas of customer service and/or call center
Required No Experience Candidate Skills:
Intermediate Demonstrated analytical skills
Intermediate Demonstrated interpersonal/verbal communication skills
Intermediate Demonstrated written communication skills
Intermediate Ability to lead/manage others
Advanced Other Understanding of managed care and its place in the health care industry
Intermediate Other Understanding of interdependencies on other business units such as Health Services, Provider Relations, Sales, Vendors, Claims
Intermediate Other Writing skills
Intermediate Other Ability to handle and deal with conflict Licenses and Certifications:A license in one of the following is required:
Preferred Certified Pharmacy Technician (CPhT) Technical Skills:
Required Intermediate Microsoft Word Strong understanding of managed care and its place in the health care industry
Required Intermediate Microsoft Excel Successful experience in the areas of customer service and/or call center
Required Intermediate Microsoft PowerPoint Understanding of interdependencies on other business units such as Health Services, Provider Relations, Sales, Vendors, Claims
Required Intermediate Microsoft Access Good writing skills and communication skills
Required Intermediate Microsoft Outlook Good analytical skills to do root cause, trending and make recommendations for process improvements Languages:
','US-FL-Tampa','4110 George Road','','Tampa','33634','','','No','No','Supervisor, Pharmacy'
Website : http://www.wellcare.com
WellCare Health Plans, Inc. focuses exclusively on providing government-sponsored managed care services, primarily through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans, to families, children, seniors and individuals with complex medical needs. The company served approximately 3.8 million members nationwide as of Sept. 30, 2015. For more information about WellCare, please review our website and view the company’s videos. WellCare has developed a full complement of expertise in three major areas of government-sponsored health care…. Medicaid, Medicare Advantage and Medicare Prescription Drug Plans. Leveraging our expertise for our members' benefit is a key part of the value we bring to our members. WellCare focuses on those members who are dually eligible for both Medicaid and Medicare. This is an area of specialization that many other health plans simply do not have. We are committed to continually improving the quality of care and service that we provide to our members. We help our members access the right care at the right time in the appropriate setting. For some members, this includes the use of coordinated care teams and community partnerships. And we’re focused on government customers and use a disciplined approach to ensure a competitive cost structure.