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PURPOSE AND SCOPE:
Manages activities involving the FreseniusRx Operations/Customer Service workflow. Monitors the efficiency and efficacy of the team, ensuring all patient/customer questions, concerns, and prescription needs are addressed appropriately and professionally in a timely manner. Contributes to the development and implementation of process improvements to increase customer satisfaction and ensure compliance with established company and regulatory guidelines.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Manages day-to-day activities of Fresenius Rx Operations/Customer Service staff, allocating and monitoring workflow processes to ensure the accurate and timely completion of assignments to meet established performance standards regarding the processing and dispensing of pharmacy products.Ensures efficient and effective use of staff by developing and implementing detailed schedules for employees, adjusting assignments according to call volume load.Ensures staff adheres to and follows established policies and procedures and government regulations regarding the handling of patient/customer and confidential information, data collection, and auditing activities. Provides subject matter expertise, support, and guidance to staff regarding procedures, issues, and problems ensuring appropriate application and resolution.Monitors the orientation, training, development, and coaching of new Operations staff to ensure goals and objectives are met.Ensures appropriate escalation and referral of patient/customer inquiries, complaints, and grievances to the appropriate FreseniusRx department according to established procedures. Addresses and resolves escalated calls/issues, as needed.Responsible for the quality and maintenance of databases related to call center operations. Supports outbound calling system for functionality and improvement including all calling functions.Contributes to the improvement of outcomes and efficiencies by ensuring the team is properly trained and motivated towards meeting related goals and objectives.Provides counseling, support, and encouragement regarding professional growth as appropriate.Ensures all department staff members are in full compliance with all FMCNA and FMCRx policies through constant and consistent reinforcement as well as documented observation.Provides informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process, counseling and working with each direct report to establish individual short and long term performance goals. Manages the staffing through the appropriate hiring, firing and disciplinary actions in collaboration with Human Resources partners and the Director of Operations.Collaborates with HR resources to recruit and interview candidates for the open Customer Service positions.
Ensures the provision of functional training to direct reports and establishes individual performance measures to facilitate job growth and ensure technical competence. Directs Customer Service Trainer regarding the development and rollout of ongoing training processes.Oversees provision of system (RxKey)/process training for employees, assisting in cross-training between different positions.Assists the Customer Service Trainer with the assessment of ongoing training needs of the staff, identifying areas for improvement and education. Ensures trainer coordinates with necessary management to develop ongoing enhancements to training programs such as corporate, audits, new hire, and ongoing training.Coaches staff in operational activities to ensure compliance with departmental and organization goals and objectives.
Prepares pertinent statistical reports, noting trends and issues. Provides analyses and recommendations to team and FreseniusRx management.Conducts ongoing analyses and assessments of operational performance for continuous systems and process improvements, improved efficiency, and improved customer satisfaction. Prepares summaries of FreseniusRx operations staff efforts, contacts, and resultant patient enrollments.Provides analysis and other support services for Director of Operations. Provides administrative support as needed for FreseniusRx Executive Team.Validates performance rates and metrics based on volume and hours scheduled by Customer Service Team members.
Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.
PHYSICAL DEMANDS AND WORKING CONDITIONS:
EXPERIENCE AND REQUIRED SKILLS: