MTM Operations Supervisor (onsite in Gainesville)

About Us:

We are a thriving, Manhattan-based medication management solutions company committed to tackling the $528B suboptimal medication management problem. Patient medication information is often incomplete for healthcare providers and systems – it’s our mission to fill in the gaps. We provide real-time, universal access to accurate medication data for over 265 million patients and high-quality interventions by board certified telepharmacists. Through our solutions, healthcare providers can reduce preventable hospitalizations, avoid readmissions, and ultimately, improve patient outcomes. We’re already used by dozens of hospital systems, with tens of thousands of clinicians and supporting staff using us to care for millions of patients.

Here at Cureatr, we are driven by a core set of values and strive to incorporate them into everything we do. We care deeply about our users, patients, and employees, and we aim to live and operate compassionately. We take pride in creating a diverse, inclusive, and equitable company culture, where our open and honest approach to work fosters innovation and encourages employees to achieve professional and personal growth.

 The Role:

We are looking for talented Operations Supervisors to join our team. You will be at the forefront of delivering exceptional patient care. In this pivotal role, you will oversee call center operations, leading a team of Pharmacy Technicians and Interns to provide Medication Therapy Management services. Your expertise will be crucial in training, onboarding, and developing the team, ensuring the highest level of technical competence and work performance. Take charge of daily activities in our Clinical Services department and make a significant impact on improving healthcare outcomes.

Essential Duties and Responsibilities: 

• Recruiting, onboarding, training, re-training, managing and developing a team of pharmacy technicians and interns
• Performing live monitoring of call center operations and queues, and addresses technical, operational, and coaching needs
• Completing pharmacy technician and intern time management, efficiency reviews, and annual performance reviews to ensure that quality standards, measures of success and productivity goals are met
• Delivering ongoing feedback and coaching to team members to improve performance and patient satisfaction 
• Conducting weekly huddles with a pre-planned agenda with clear outcomes as well as following up with meeting minutes and resources required by the team
• Providing input for patient and provider engagement strategies
• Responsibility for executing patient strategy, including ensuring that pharmacy interns and technicians are using the right script, technique and designated workflows to deliver value driven patient-centered care 
• Ensuring staffing coverage during the Clinic’s business hours, including weekends, holidays, etc. as needed
• Participating in problem-solving and troubleshooting activities involving pharmacy technicians/interns and other departments
• Partnering with Clinical Pharmacist Intern Leader to co-lead pharmacy interns and manage contact center performance 
• Collaborating with other leaders to perform Manager on Duty tasks on a rotational basis (timely responds to team questions and requests regarding workflows/policies/operations within the internal messaging system, and/or with video conferencing, phone calls, e-mails or other channels
• Partnering with other departments such as training, quality, product, engineering, human resources, and telehealth operations to optimize call center operations
• Ensuring compliance with company policies, procedures, and regulatory guidelines
• Resolving escalated patient issues and handles complex/sensitive inquiries 
• Leading a positive and motivational work environment that encourages teamwork, open communication, feedback and continuous improvement
• Addressing and documenting areas requiring correction in technicians' behavior or performance and refer potential disciplinary problems to the Pharmacy Manager 

Education/Experience:

Associate's degree or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Salary: $55,000 - $62,000 plus full benefits

Required Licensing/Certifications: 

Active Pharmacy Technician Registration/Certification for Florida

Bonus points if:

• Complete professional fluency is preferred in the following languages: 
  • Spanish
  • Cantonese
  • Mandarin
  • Korean
  • Vietnamese 

Equal Employment Opportunity Policy

Cureatr is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.

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