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Description
Direct and supervise Kroger Health Connect (KHC) technicians and/or pharmacists by motivating and coaching to ensure excellent patient care, pharmacy support, or provider interaction. Provide updates and recommendations to the management team regarding current issues and identify potential areas for improvement within the Kroger Health Connect network. Ensure accurate and efficient KHC service is provided to our patients, the pharmacies we service, and the providers we support. Demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion and safety.
Direct and supervise Kroger Health Connect (KHC) technicians and/or pharmacists by motivating and coaching to ensure excellent patient care, pharmacy support, or provider interaction. Provide updates and recommendations to the management team regarding current issues and identify potential areas for improvement within the Kroger Health Connect network. Ensure accurate and efficient KHC service is provided to our patients, the pharmacies we service, and the providers we support. Demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion and safety.
Responsibilities
– Supervise and coach direct reports in the performance of their duties; complete performance reviews and provide day-to-day feedback
– Ensure all business policies and practices are communicated their direct reports in a timely manner to ensure that information is available and accurate for the patients, pharmacies or providers
– Participate in the interviewing and hiring process and recommend the hiring of candidates to build a talented workforce within the Kroger Health Connect environment
– Handle and resolve all escalated patient, pharmacy or division, or provider issues or complaints
– Work with other Kroger Health Connect management regarding department scheduling, including time-off requests approval and schedule adjustments due to volume
– Ensure all departmental standards and expectations are documented, updated and communicated to assist with performance management
– Monitor day-to-day functions of associates, review quality assurance data and scores to evaluate performance, analyze trends and provide constructive and motivating feedback to direct reports
– Attend business meetings; accountable for communicating updates to peers and management on decisions or practices that will impact KHC operation
– Monitor and direct daily activities of Kroger Health Connect operations to ensure service levels are being met
– Develop and manage Kroger Health Connect business policies and procedures to support the quality, efficiency and regulatory compliance (i.e., DEA, federal and state pharmacy laws) of the Kroger Health Connect staff
– Ensure patient information is handled in a HIPAA compliant manner
– Assist manager with other projects as needed
– Must be able to perform the essential job functions of this position with or without reasonable accommodation
Qualifications
Minimum
– Proven leadership skills with 2+ years of experience in a leadership role (Level 6)
– Proficiency with Microsoft Office Suite
– Proven analytical skills with the ability to organize and prioritize a variety of task and projects
– Working knowledge of legal compliance (i.e., DEA, federal and state laws)
– Proven strength in written and oral communication skills to effectively relay information to patients, pharmacies, providers and to all levels of the organization
– Solid administrative and project management skills
– Knowledge and understanding of pharmacy and/or call center industry technical terms and processes
– Must be licensed or able to obtain licensure and remain in good standing with the State Boards of Pharmacy
– Proven leadership skills with 5+ years of experience in a leadership role with a strong track record of improving business results (Level 7)
Desired
– Spanish as a second language
– Supervisory experience in a high-volume pharmacy or contact center
