Job Summary

Provides strategic direction and alignment with KP National Pharmacy and KPWA goals for the Pharmacy Contact Center including answering of phone calls: 1. Directed to KP Medical Center Pharmacies; 2. Supporting Enterprise-wide Mail order; 3. Supporting New Member onboarding to KPWA pharmacy patients; 4. Pharmacist related calls from patients, providers and Consulting Nurse services; 5. Triaged from Customer Service and Patient Financial Services Processing of all mail order prescription including all prescription repatriated from network providers and onboarding of all new KP members to Pharmacy services.

Has operational oversight of the management team for the department assuring that the processes and systems are in place so services meet budget, quality, service and regulatory requirements. Coordinates information flow, program development and implementation with the Medical Center Pharmacies, Fulfillment Center and Clinical departments as well as with outside departments including Kaiser National programs, Options, Inc., Benefits, Medicare, Legal, Appeals, Provider Relations, Sales and Marketing, Customer Service, and other delivery system and health plan departments.

Essential Responsibilities

Accountable for strategic planning, management team leadership and operational oversight of Pharmacy Call Center services including Call management, Mail order processing, New member onboarding, patient facing technology associated with refilling a prescription and compliance and regulatory issues associated with these functions.
Develops a team of professionals to plan and implement department goals and objectives in area of responsibility. Leads and supports the pharmacy management structure to enable achievement of KP National Pharmacy and KPWA pharmacy and Delivery System business objectives for service and quality including budget accountability for human and financial resources. Provides leadership and direction to team including hiring, evaluating and coaching.
Assures that strategic planning, workflow standardization, maximized technology and high quality, member- focused service for all Call Center and Mail order patients are in place so care provided by staff meets service and operational regulatory requirements.
Assures program alignment (Call Management, Mail Order processing, Onboarding) with key stakeholders including KP National Call Center, Area Medical Centers, Customer Service, Clinical Services, Fulfillment Center, PFS, Finance, and Health Plan.
Coordinates program development, implementation and communication flow with the Outpatient Pharmacies, Pharmacys Centralized services and Clinical division and with outside departments including Options, Health Plan, Legal, Provider Relations, Sales & Marketing, Care Delivery departments, and Kaiser Permanente National programs.

Experience

Basic Qualifications:

Minimum three (3) years of experience in a leadership role, managing the day-to day operations, performance of staff and work flow.

Education

Bachelors degree in pharmacy.

License, Certification, Registration

Pharmacist License (Washington) within 3 months of hire

Additional Requirements

Demonstrates leadership skills with the ability to direct the activities of others on a direct or matrix team basis.
Ability to maintain awareness of the dynamic pharmacy landscape regionally and nationally to ensure our service line meets our organizational mission.
Ability to collaborate and be influential across various roles and service areas.
Ability to recruit, mentor, develop and engage staff, monitor performance standards, deliver results, and hold staff accountable.
Strong communication, collaboration and change management skills.
Ability to collect and evaluate data to identify areas for process improvement and implement those improvements.
Ability to prioritize and manage multiple tasks simultaneously.
Ability to effectively anticipate, resolve and respond to issues as they arise.
Knowledge of ancillary services regulatory and/or health care requirements.
Financial management skills.
Familiar with call center and current market standards around its delivery of service.
Implementation of telephonic technology.
Administration of mail order processes.
Licensed Pharmacist in the United States.

Preferred Qualifications

Five (5) years of management experience specific to a call center or high volume pharmacy with multiple work streams.
PharmD degree in pharmacy.
Masters degree, advanced degree, and/or specialty residency in pharmacy, health administration or business administration.

Kaiser Permanente

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Pharmacy Call Center Manager