Job Information

AdventHealth Pharmacy Call Center Supervisor in Sanford, Florida


Pharmacy Call Center Supervisor | AdventHealth RxPlus

Location Address: 582 Monroe Rd Suite 1412 Sanford, FL 32771

Top Reasons To Work At AdventHealth RxPlus

  • Great benefits

  • Immediate Health Insurance Coverage

  • Career growth and advancement potential

Work Hours/Shift:

  • Full-Time, Monday – Friday

You Will Be Responsible For:

  • In depth understanding of pharmacy’s services and is able to articulate to staff to ensure pharmacy processes are followed appropriately.

  • Courtesy and professionalism represented in tone at all times, communicating effectively with all levels of staff and adjusts communication approach based on employee to ensure effective and positive outcomes

  • Works within registered pharmacy technician mandated scope of practice guidelines.

  • Understands thoroughly the AHS prescription plan and communicates with staff and physician office any questions regarding formulary and prior authorization processes.

  • Maintains an awareness of quarterly prescription plan formulary guide and offers support to staff and organizational team as necessary.

  • Help administer AHS corporate prescription plan, offering support and education regarding pharmacy benefits and management and eligibility issues for Florida and Multi-State region(s).

  • Maintains confidentiality of patient, employee relations, medical staff, departmental and administrative information; communicating necessary information with leadership

  • Leaves adequate and understandable notes in member’s profile for any issue that needs to be communicated to other staff members

  • Communicates with manager regarding work priorities and provides feedback regarding requests, projects and assignments as appropriate.

  • Maintain stable performance under pressure or opposition, handles stress in a manner that is acceptable to others and the organization.

  • Enters overrides and prior authorizations in Pharmacy Benefit Manager (PBM) database according to plan guidelines.

  • Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution. Communicates with department Manager, any areas of concern for future service.

  • Acts as a point person for outside AHS facilities offering support and education regarding the pharmacy’s processes, prescription benefit questions and eligibility issues.

  • Monitors the pharmacy phone billboard, ensuring all member calls are answered in a timely manner, requesting backup as necessary; takes phone calls as appropriate.


What You Will Need:

  • Minimum AA/AS degree required or previous supervisory experience of (2) years in the area of customer service.

  • 5 years of pharmacy technician experience, preferably in retail or mail-order pharmacy

  • A current Florida Board of Pharmacy Technician Registration, RPT; must complete state required continuing education requirement for registration.

  • National Pharmacy Technician Certification, CPhT; complete national required continuing education requirement for certification.

Job Summary:

The Call Center Supervisor is responsible for a wide range of supportive duties to assist the Pharmacist in the processing and adjudicating of prescriptions. This position coordinates the day-to-day activities of a team of call center and technician staff and monitors all phone volume and productivity standards. This position oversees the incoming call volume to ensure service standards are met and patients receive consistent care. This position hires, trains and supervises members of the call center and is required to understand all pharmacy processes and positions excluding Pharmacist’s duties. Works only under the supervision of a registered Pharmacist and does not perform duties that can only be legally performed by a registered Pharmacist.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

Category: Pharmacy

Organization: AdventHealth Corporate

Schedule: Full-time

Shift: 1 - Day

Travel: AdventHealth

Req ID: 22000139

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.