Lead Enhanced Medication Services Technician

  • Company:
    Enhanced Medication Services, LLC.
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    17 mins ago
  • Category:

Job Description

Notice: Drug-testing is required for this position.

Job title

Lead Enhanced Medication Services Technician

Reports to

Operations Manager


Job purpose


Manages call center staff to ensure high quality and efficient customer service to patients, providers, and other customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Provide telephonic outreach to patients, providers and pharmacies to discuss opportunities for optimizing medication use or other opportunities for improvement of healthcare performance measure related issues as needed. Maintains and improves quality results by monitoring team activities, contributing to center procedures, coaching for success, and adhering to center standards and guidelines.


Duties and responsibilities


* Ensures that all employees follow the company’s best practices for call center operations and quality assurance

* Oversees, performs and ensures conflict resolution

* Contributes to call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures

* Develops presentations to motivate and educate technicians

* Conducts audits and live listening to ensure quality control

* Supports and contributes to EMS internal quality performance and improvement initiatives

* Answers questions from staff and provides guidance and feedback

* Assists in the formulation of targets for employee productivity

* Works directly with operations manager to develop call center improvements

* Makes outbound calls to patients, providers and pharmacies

* Receive and respond to inbound calls as necessary

* Ensures call resolution by maintaining company policy and protocol

* Performs functions such as: accurate gathering of medication list, demographic information, and basic health information; assessing medication adherence barriers, and other functions as required for service protocols

* Other duties as assigned




Required Qualifications

* 2 years’ experience in a customer service role

* Ability to perform employee performance evaluation

* Proficient in MS Office

* Outstanding communication and interpersonal skills

* Excellent organizational and leadership skills with a problem-solving ability

* High school diploma/GED


Preferred Qualifications

* Bachelor's degree in an appropriate area and two years of experience in management or administration

* Two years of experience in a supervisory role

* Certified Pharmacy Technician (PTCB) and/or registered pharmacy technician in the state of Florida

* Previous call center, retail or managed care experience

* Proficient with MS Office

* General knowledge of medication indications and therapeutic classes


Working conditions


* Incumbent must be able to work nights, weekends, and holidays as required by client needs

* Incumbent must be able to work with challenging clients to resolve customer service issues and complaints

* Incumbent must be able to work in a call center environment


Physical requirements


* Incumbent must be able to remain seated for long periods of time, talk on the phone and perform computer data entry for long periods of time

* Incumbent must be able to speak, hear, see, read, write, type, and dial



Direct reports


* Senior Enhanced Medication Services Center Technicians

* Enhanced Medication Services Center Technicians

Company Description

Enhanced Medication Services is the premier clinical services delivery channel connecting health plans to community pharmacist through our fully integrated end-to-end dispensing and clinical services platforms. We combine an industry leading clinical services center with an expansive network of community pharmacies allowing for the transformation of the community pharmacy into a powerful clinical services engagement hub. Our mission is the optimize medication use for people, health plans, and health systems. Our model stands on four pillars- People, Passion, Persistence, and Performance. We provide high-quality, clinical intervention outreach services to patients and providers in collaboration with pharmacies and health plans. We work with patients to ensure they take their medications and resolve medication-related problems. We engage providers to facilitate needed prescription updates and changes. Our interventions provide a "quality lift" for our partner pharmacies and health plans to achieve high level performance on quality measures and improve health outcomes. Our services include comprehensive medication therapy management services, refill sync coordination, medication adherence outreach, pharmacogenomic consulting and other targeted interventions to patients and providers.