Role Description Support the supervision of the call center staff to ensure prompt and accurate response to customer contacts via all communication channels. - Provide intermediary service between Client Account Manager or designee and Call Center Communicators. - Support Vice President, Director, Supervisor, and Client Account Manager or designee in all project business initiatives and objectives. - Update training materials and conduct trainings as directed by Call Center Supervisor. - Investigate inquiries and complaints and handle escalations for program. - Inform Supervisor and Client Account Management Team of all system failures/slow-downs. - Assist with call monitoring; provide timely feedback to Call Center Communicators. - Be innovative, using creativity, imagination, and information to develop ideas and suggestions for improvements. - Assist the management team with the compilation of individual monthly program metrics. - Disseminate all project information/directives to team. - Lead by example, adhering to corporate compliance and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership. - Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines. - Accurately collect information required by individual programs and correctly document data in specific project databases. - Complete and accurately document Adverse Events and Product Quality Complaints as per client and federal guidelines. - Exhibit effective communication and tele-management skills. - Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed. - Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed. - Adhere to all company policies and Standard Operating Procedures. - Possess effective organizational skills, including working on multiple projects simultaneously. - Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA). Qualifications - PharmD License Required. - Minimum of associate’s degree or equivalent work-related experience; pursuing BA/BS preferred. - 2+ years of successful experience training or supervising within a Call Center operation preferred. - Ability to join frequent meetings and calls without disruption or disconnecting. - Excellent verbal, written, and listening communication skills. - Adept at all applicable computer software, i.e., Word, Excel, and Outlook. - Strong aptitude to learn new computer programs and client-specific applications as for assigned program. - Outstanding customer service, communication, and interpersonal skills. - Must possess the ability to train and motivate staff members. Requirements - The base pay range for this position is $36.40/hr – $67.60/hr. - The final compensation offered to a successful candidate will be determined by factors such as experience, skills, internal equity, and business needs. Benefits - Competitive pay that recognizes your experience, expertise, and impact. - Comprehensive benefits including medical, dental, and vision coverage; accrued paid time off; 401(k) with company match; disability and life insurance; and paid maternity and paternity leave. - Company-paid holidays so you can rest, recharge, and focus on what matters most. - Recognition programs, contests, and awards that celebrate your contributions. - Continuous growth opportunities through learning, leadership development, and career advancement support. - A collaborative culture where your ideas are valued and your work makes a difference.