Pharmacy Team Manager

What Our Pharmacy Outreach Team Loves About WellBe:

• Competitive salary and full benefits package. Compensation is based on the years of experience (60k-80k with a 15% performance bonus)
• Meaningful, impactful work with your team
• Hybrid full-time permanent position 

WellBe’s Culture is Welcoming:

• Be part of something important:
• Be part of pioneering a new way of healthcare that is revolutionizing the industry. 
• A patient-focused environment that ensures patients can live a fulfilling life whatever their health level is. Our focus is to give our patients more good days.
• Give yourself incredible opportunities:
• Work as part of a collaborative team with a strong team culture.
• Training in the WellBe model and team-based care. Full in-person orientation, vision, mission, and values introduction, and instilling cultural ideals. 
• Empowerment and ownership for solving problems that arise and doing the right thing in each interaction.

GENERAL SUMMARY

Pharmacy Team Manager will be responsible for managing the pharmacy technicians within our pharmacy services call center, and support leadership in achieving key clinical results to ensure improvement and sustainability of Medication Adherence and overall Medicare STAR rating Part D measure performance. The pharmacy services team coordinates care and is a liaison between patients, providers, and pharmacies to ensure access to medication, refills and address barriers to adherence.  You will oversee department and departmental policies and procedures, training, communication, and function as an “SME” leading medication adherence and clinical pharmacy initiatives in a fast-paced environment.  This position requires experience in managing teams, lead or management experience within a Pharmacy Services call center, Medicare Star Rating knowledge, ability to develop and implement clinical pharmacy programs to promote quality, ability to prepare and present program results to senior management, analyze data, develop reporting, and function within a highly matrix environment. 

SKILLS & COMPETENCIES

Management: Hires, trains, coaches, counsels, and evaluates the performance of direct reports.

Policy and Procedure: Develops departmental policies and procedures, workflows necessary for operational management and effective/efficient performance.

Training: Responsible for the selection, scheduling, and development of pharmacy technician personnel.  Also develops training curriculum to support pharmacy technicians and work to deploy necessary program and change management concepts to ensure medication adherence results become “a way of life” and that all constituents have the right tools / resources to track and improve performance.  Accountable for identifying gaps in pharmacy operations knowledge among team members and supporting those team members in their training, either through hands-on training or assignment of learning modules.

Outreach Calls and Problem Solving: Assists team, responds to calls, and resolves pharmacy services / outreach related issues and call escalations from physicians, pharmacies and patients on a timely basis.

Audits and Data Integrity Monitoring: Monitors daily phone activities to exceed standards and improve customer service levels. Monitors medication adherence and part D star rating reports to maintain data integrity, and minimize/mitigate data gaps.

Performance Tracking and Monitoring: Leads coaching, and performance monitoring of pharmacy technicians.  Monitors team and adherence performance and provides actionable report/information/escalation to drive teams to expected performance and ensure improved results year-over-year.  Motivates and encourages assigned staff and recommends methods to improve productivity and quality measures. Remain aware of industry trends and integrate best practices into department workflows/programs.

Team Building:  Builds a high performing team focused on high customer service and partnerships with WellBe’s cross-functional teams including Clinical, Operations, Analytics/Reporting, IT, and Compliance to develop programs that deliver measurable, actionable solutions.

Project Management: Lead special projects and workgroups to improve pharmacy-based measure performance.

Other tasks needed to accomplish team’s objectives/goals.

Educational Requirements:

• BS/BA in relevant program, or equivalent work experience.
• Current State Pharmacy Tech or Certification or National Certification based on applicable state(s) preferred.
• 3-5 years of relevant work experience in pharmacy operations, managed care, and/or retail environment, experience in managing Quality/Stars program, or any combination of education and experience, which would provide an equivalent background.
• Lead or management experience within a Pharmacy Services call center.
• Experience of managing, coaching and performance management of teams.
• Graduate degree preferred.

Pharmacy Team Manager Skills That We Value:

• Strong work experience in pharmacy operations, call center work, managed care, and/or retail environment.
• Strong background in management and leading teams.
• Strong background/experience with Medicare STARS and Medication Adherence measures.
• Healthcare experience is required.
• Experience in start-up or fast paced dynamic environment.
• Ability to multi-task and manage competing priorities.
• Demonstrated success managing complex projects or multiple smaller projects.
• Ability to manage data, analyze data, identify data gaps and develop reporting for performance management.
• Must be able to work in a matrix environment.
• Must have the ability to motivate others, prioritize multiple tasks, and maintain positive interpersonal working relationships.
• Excellent written and verbal communication skills are required. Must be able to communicate effectively. with all levels of the organization, including ability to develop presentations, lead meetings, and present in front of large audiences.
• Quick learner and comfortable with high level of ambiguity.
• Strong accountability and discipline regarding timelines and deliverables.
• Passion for excellence and willing to go the extra mile to achieve objectives and ensure high quality work product and team performance.
• Excellent understanding and proficiency with Microsoft Office.