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Job Summary

The Pharmacy Call Center Technician Supervisor, Specialty Pharmacy Team provides assistance to the Specialty Pharmacy Operations Manager in support of call center duties and tasks; engages in functional supervision and coordination of the work of assigned Technicians; mentors and trains new staff and students, and assists with problem solving and process improvements. This position will also participate as an active member or lead of internal work groups and committees addressing quality, cost containment and/or regulatory/compliance issues.

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Responsibilities*

Essential:

As Pharmacy Technician Supervisor, it is also expected they are able to perform all of the essential characteristic duties and responsibilities of the Pharmacy Technician Senior.

Additionally, the pharmacy technician supervisor will be responsible for:

  • Assist hiring new staff, orienting newly hired pharmacy technicians, conducting performance appraisals and promotions, coaching, issuing discipline, scheduling, and maintaining payroll records and time reporting for pharmacy technicians.
  • Manage employee call-off and coordinate coverage.
  • Directly oversee a team of call center pharmacy technicians.
  • Coordinate and supervise the daily activities of your call center team.
  • Evaluate and analyze call center metrics to ensure all goals are met.
  • Identify and resolve operational problems using defined processes, expertise and judgement.
  • Lead meetings to assure staff are appropriately briefed on departmental and health system updates and communications.
  • Participating in relevant pharmacy committees.
  • Communicating issues, suggestions, and ideas for improvement to leadership team.
  • Manage Call Center technician-related Pharmacy services and review related documents on an annual basis.
  • Problem-solving patient or customer complaints and/or complex medication-related or insurance issues and follow-up with employees, department heads, and leadership team.
  • Actively contributing to the strategic planning and achievement of departmental goals and objectives.
  • Leading performance improvement initiatives; analyze, develop and implement strategies to continually improve performance and quality.
  • Performs other duties as assigned.

 

  • This position requires 20% staffing and 80% administrative.

The percentage mix of these duties may vary depending on needs of the team.

Required Qualifications*

  • High School Diploma or General Education Diploma (GED)
  • Current valid license as a pharmacy technician by the State of Michigan Board of Pharmacy, or eligibility to become licensed (refer to License and Certification section below).

Licensure & Certification

“The State of Michigan Department of Licensing and Regulatory Affairs (LARA) requires all Pharmacy Technicians to be licensed. The new regulations allow for a one-time temporary license for up to 1 year, during which time a Technician must successfully complete requirements to become certified and meet all other State of Michigan requirements for a Full Pharmacy Technician License. UMHS Pharmacy Department provides coaching and additional information to support Technicians to become certified and licensed.

Please visit the Michigan LARA website for more information about Pharmacy Technician licensing: http://www.michigan.gov/lara/0,4601,7-154-72600_72603_27529_27548-340669--,00.html

Newly hired pharmacy technicians must obtain a valid Michigan Pharmacy Technician License on or before their hire date.  This can include a Full Michigan Pharmacy Technician License or a Temporary Michigan Pharmacy Technician License. If a technician obtains a Temporary Michigan Pharmacy Technician License on or before their date of hire, they must obtain a Full Michigan Pharmacy Technician License within 1 year of hire date or before the Temporary Michigan Pharmacy Technician License expires, whichever is sooner, in order to maintain employment.  In addition, All pharmacy technicians must obtain PTCB certification within 6 months of hire date or in time to obtain a Full Michigan Pharmacy Technician License, whichever is sooner, and they must maintain their PTCB certification throughout the duration of employment at UMHS as a Pharmacy Technician.”

Additional Information

SUPERVISION RECEIVED

Functional supervision is received from a Pharmacy Manager, or Pharmacy Manager designee.  Administrative supervision is received from a Pharmacy Supervisor, Pharmacy Manager, or other designated official.

 

SUPERVISION EXCERCISED

Administrative supervision will be exercised over Pharmacy Technicians, Pharmacy trainees, and/or learners.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline

Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.