Patient Care - Service Team Manager
Company: The Pill Club
Location: Fort Worth
Posted on: February 23, 2021
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Job Description:
About Pill ClubPill Club is reinventing the way women receive
healthcare and essential medicine. Starting with birth control, we
create a patient experience that is personal, convenient,
affordable, and delightful. We offer everything she needs in one
place - healthcare through telemedicine, payment using credit card
or insurance, and prescriptions by mail. Our mission is to be a
trusted healthcare partner for women, empowering them through
access, choice, and education - all while delivering a positive and
personal experience. Launched in 2016, the Pill Club is a leader in
the technology-enabled virtual care and pharmacy space, serving
hundreds of thousands of patients across the US. Description The
Patient Care Service Team Manager (STM) leads multiple teams and
works as an advocate for our patients and Team Members. S/He is
expected to provide ongoing process improvement, timely problem
resolution, Team Member Relations, Quality Assurance, and ongoing
reporting and analysis. This position reports directly to the Vice
President of Patient Experience and typically assists in leading a
team of 50 or more employees. Models and shares customer service
best practices with all team members to deliver a distinctive and
delightful customer experience, including interpersonal habits
(e.g., greeting, courtesy, etc.) and TPC service traits (e.g.,
effectively identifying and resolving needs, servicing until
satisfied, etc.). Essential Duties & Responsibilities --- Oversees
the day-to-day operations of multiple teams within Patient Care
including the management of Supervisors, Team Leads, and other
support staff as assigned. --- Engages directly with Patients as an
escalation point. --- Selects, develops, and coaches staff to
thrive and effectively deliver on our commitment. --- People &
Performance Management including effective Team Member selection,
development, and ongoing coaching to optimize performance and
foster an exceptional employment experience. --- Identifies
performance trends and opportunities for improvement. ---
Collaborates with Pharmacy and Medical staff and management. ---
Carries out discipline and termination, as necessary. --- Prepares
and presents annual reviews for the Supervisory staff as well as
proofread those that your leadership team prepares for their team
members. --- Ensures solid forecasting and scheduling practices are
in place to meet customer contact demand within defined service
levels.--- Partners with the Vice President of Patient Experience
to build, review, and manage the Center annual operating budget.
--- Leads Quality Assurance for your teams, ensuring production,
chat, and call monitoring expectations are met, trends are
identified, and coaching occurs through all channels of patient
engagement. --- Monitors trends in patient experience relating to
contact handling, customer feedback, website performance, and
prescription delivery. Responsible for analyzing performance data
including customer service and inventory. Initiates plans for
improvements, as necessary. --- Partners with HR for all hiring,
training, and disciplinary needs. --- Participates in Senior
Leadership meetings as needed to discuss updates in our respective
departments and share ideas on ways to improve. --- Leads efforts
to enhance customer experience by increasing focus on services and
products (e.g., patient consultation, prenatal vitamins, and
prescription education) thereby promoting the shift of the online
pharmacy role from single transaction to trusted medical advocate.
--- Ensures the team operates in accordance to regulations, company
policies and standards. --- Enters, maintains, and submits all
records, reports, and other documentation as required by state and
federal laws to run the online pharmacy business (e.g., performance
indicator reports, supervision notes, deletions, transfers, etc.).
Additional Duties & Responsibilities --- Partners with Engineering
to set up, monitor, and improve call handling processes and
procedures. --- Participates in constant evaluation and research of
upcoming or new technologies to improve patient experience, promote
efficiency or reduce operating / labor costs. --- Creates and
maintains floor plans and maps to effectively manage labor
resources. Supervisory Responsibilities --- This position is
responsible for the supervision of Patient Care Supervisors (PCS),
Leads and general Quality Assurance. Educational & Experience
Requirements --- Bachelor's degree (BA or BS) or five years of
related experience demonstrating progressive responsibility is
required for this position. --- Previous leadership experience in a
healthcare call center is required. Knowledge of pharmacy is a
plus. Other Special Requirements --- Proven ability to effectively
present information and respond to questions from patients and team
members. --- Effective data entry and communication skills. ---
Strong interpersonal and organizational abilities. --- Advanced
computer skills including proficiency in MS Word, Excel,
PowerPoint, and Outlook --- Strong problem-solving abilities.---
Ability to work as needed, including the ability to open and / or
close the facility based on hours of operation. Physical Demands
While performing the duties of this job, the team member is
regularly required to sit while utilizing a computer for extended
periods of time; use hands to finger, handle, or feel; reach with
hands and arms; and talk or hear. The team member frequently is
required to walk and occasionally required to stand. The team
member must regularly lift and/or move up to 10 pounds and
occasionally lift and/or move up to 25 pounds. Specific vision
abilities required by this job include close vision, distance
vision, color vision, and ability to adjust focus. Environment The
work environment characteristics described here are representative
of those an employee encounters while performing the essential
functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential
functions. This position works in a traditional office environment
with a noise level that is usually moderate. Equal Opportunity
Employer We are an Equal Employment/Affirmative Action employer. We
do not discriminate in hiring on the basis of sex, gender identity,
sexual orientation, race, color, religious creed, national origin,
physical or mental disability, protected Veteran status, or any
other characteristic protected by federal, state, or local law.
Keywords: The Pill Club, Fort Worth , Patient Care - Service Team Manager, Executive , Fort Worth, Texas
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