USSC Call Center Supervisor - (Tampa, FL)

Summary This is a critical position requiring excellent supervisor and customer interaction skills. Individual is expected to oversee Patient Care Advocates to ensure enhanced patient satisfaction with US Specialty Care by responding to phone calls, emails and voice messages. Analytical abilities are essential. This position supervises the focal point for all patient inquiries regarding their specialty prescription orders. Essential Duties and Responsibilities Supervises subordinate personnel. Oversees daily operation of Call Center including call flow, average speed of answer, abandons, etc. Assists the pharmacy management team in: hiring, determining workload and delegating assignments, and meeting important metrics for pharmacy accreditation. Monitors and evaluates Patient Care Advocates performance. Creates/implements performance reviews and recommends corrective or disciplinary actions. Monitors random calls to improve quality, minimize errors and track operative performance.