The Pharmacy Engagement Sr. Coordinator position is crucial for developing and conducting training programs for the Pharmacy Engagement team. This role ensures that the team has the necessary knowledge to provide an excellent member experience. The Sr. Coordinator is responsible for both current employee training and new hire onboarding, making sure new employees feel welcomed and supported. Additionally, this role involves creating and maintaining department policies and procedures, prioritizing tasks with minimal supervision, and managing time effectively. The Sr. Coordinator also supports the Health Mart Atlas Customer Service call center by handling inbound calls and managing the workload. This position reports to the Director of Pharmacy Engagement and collaborates with other Pharmacy Engagement leaders.
Responsibilities
- Conducts training for Pharmacy Engagement team, as well as other departments:
- Responsible for the onboarding and new hire training for Pharmacy Engagement team including training schedule, content, shadowing, instructor led training, and supporting system access requests
- Development and delivery of training sessions covering specific areas, including job content, industry matters/trends, use of computers/software, interpersonal skills, and quality
- Tests trainees to measure progress and evaluate effectiveness of training
- Support call monitoring efforts to provide timely feedback and coaching, in partnership with department supervisor and manager
- Confers with management and employees to gain knowledge of training needs including changes to policies and procedures, SLAs, business initiatives, technology, etc. Responsible for developing, updating and supporting Pharmacy Engagement P&Ps, and partnering with other departments to ensure the team knows and adheres to all P&Ps and expectations.
- Formulates teaching outlines and instructional methods such as individual training, group instruction, demonstrations, etc. Selects or develops training aids such as training handbooks, demonstration models, multi-media visual aids, computer tutorials, etc.
- Answer inbound calls from existing Health Mart Atlas pharmacies regarding general Managed Care support and needs. Provide support to service box by responding to customer voicemails and emails. Work assigned issues and tasks. Appropriately resolve issues and follow-up with members. Support team members with escalations, complex issues, or general questions during customer interactions.
Qualifications
Minimum Requirement
Degree or equivalent and typically requires 2+ years of relevant experience.
Critical Skills
2+ years telemarketing/call center/account management experience; 1+ year training experience
Additional Skills
- Pharmacy operations (claims adjudication) knowledge
- Experience developing/delivering adult education and assessing training/knowledge retention
- Maintain knowledge of pharmaceutical and managed care industry trends and processes.
