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Patient Care - Service Team Manager

Company: The Pill Club
Location: Fort Worth
Posted on: February 23, 2021

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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