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Title

Refill Call Center Lead 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
 
About the Organization The mission of Fenway Health is to enhance the wellbeing of the lesbian, gay, bisexual, and transgender (LGBT) community and all people in our neighborhoods and beyond through access to the highest quality health care, education, research, and advocacy. Fenway Health was founded in 1971 and has grown from a less than 10 person operation in the basement of a building near the Boston Fens to one of the largest LGBT-focused organizations in the world. It consists of three main centers:

• Fenway Community Health Center, our clinical arm, which is a federally qualified health center that operates three clinic sites (Fenway:1340, Fenway:South End, and the Sidney Borum, Jr. Health Center) in the Boston area and provides over 30,000 patients with primary and specialty medical care, behavioral health care, optometry care, and dental care;

• The Fenway Institute, our research/training/education/policy development arm, which houses numerous research initiatives as well as the National LGBT Education Project, the LGBT Aging Project, the National Center for Innovation in HIV Care, and the Center for Population Research in LGBT Health; and

• AIDS Action, our HIV/AIDS service organization, which provides nonclinical services (case management, housing and legal assistance, outreach, peer support) to people living with HIV/AIDS and operates numerous programs focusing on HIV/STD prevention/testing/treatment, including the Access (drug user health program), TransCEND (transgender peer support and risk reduction program), and Youth on Fire (drop-in center for homeless and street-involved youth) programs.
 
Position Prescription Refill Call Center Supervisor  
Full-Time/Part-Time Full-Time  
Description

Function:
Under the direction of the Executive Director of Nursing, the Prescription Refill Call Center Supervisor works in a call center environment providing day to day oversight, guidance and support to the Prescription Refill Coordinators. Carries out supervisory responsibilities within the department in accordance with the organization's policies, procedures and applicable laws. Provides direction, leadership and support to staff to assure departmental productivity and efficiency. Responsibilities include interviewing, hiring, orienting and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; reviewing personnel action plans of subordinates, retraining and addressing complaints.

Representative Duties:

  1. Perform Supervisory Duties
  • Hires, trains, and prepares call center representatives to respond to customer questions, complete calls thoroughly and troubleshoot problems within Fenway service guidelines.
  • Ensures department understands and complies with all call center objectives, performance standards, and full scope of Fenway policies.
  • Coordinates the day-to-day activities of Prescription Refill Coordinators to ensure the two-business day turnaround on all prescription requests.
  • Answers staff questions regarding best practices or difficult calls.
  • Identifies operational issues and suggesting possible improvements.
  • Monitors and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Resolves problems and/or recommends solutions on practice and departmental protocol/issues. Keeps manager updated on significant operational issues.
  • Coordinates and maximize staffing levels to ensure abandonment rate and service level metrics are met.
  • Enforces policies and procedures for the Call Center operations.
  • Assists with the training and on boarding of new call center staff.
  • Coaches and trains Refill Coordinators and/or Clinical Assistants to ensure standards of clinical care and customer service goals are met.
  • Establishes a positive work environment through team building, recognition and suggestions on observed areas of deficiency.
  1. Provide phone support for general patient inquiries on the Refill Line/Nursing lines
    • Telephones, faxes or mails prescription refills to pharmacy per medical provider authorization
    • Answers each phone call in a cheerful, welcoming and professional manner
    • Refers unusual or difficult situations to supervisor
    • Provides polite and efficient assistance to patients in obtaining the information a patient needs or referring them to the person that can help them
    • Calls patients at Pharmacist's direction, or as needed to obtain demographics or insurance information
  2. Effectively communicates with patients, co-workers on Pharmacy team, in medical department and across departments
    • Demonstrates competency in EMR, WinRx, and Microsoft Outlook
    • Attends and participates in regularly scheduled general staff meetings as directed.
    • Maintains familiarity with emergency codes
  3. Provides administrative and clerical oversight and support.
  • Ensures that department maintain timely processing of prior authorizations for prescriptions
  1. Provides training and supervision to assigned staff following FCHC policies and procedures
  • Insures that staff receive a comprehensive program orientation
  • Trains staff regarding the full range of their responsibilities.
  • Provides ongoing guidance and supervision to assigned staff.
  • Provides yearly written evaluations of assigned staff following agency evaluation guidelines.
  • Makes employment-related decisions regarding assigned staff within the scope of defined authority and following established agency and program guidelines.
  1. Meets Agency Participatory Expectations
  • Suggests and participates in continuing quality improvement efforts
  • Adheres to all agency and departmental policies and procedures
  • Participates in quality assessment and improvement activities as requested
  • Adheres to the highest principles of patient and client confidentiality
  • Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
  • Attends all required meetings, in-services and professional trainings
  • Attends all regularly scheduled research meetings, trainings, forums and pertinent FCH staff meetings
  • Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
  • Serves on agency committees and in professional organizations when requested
  1. Performs related duties as required

We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 11 paid holidays, paid vacation, and more.
LGBTQ-identified persons, people of color, and others from historically underrepresented communities are encouraged to apply.

 
Number of Openings 1  
Position Requirements

Requirements:

  • High school diploma or equivalent
  • Associate or Bachelor degree a plus
  • A minimum of two years’ experience working in a supervisory or similar position
  • An understanding of basic medical terminology
  • Strong computer and typing skills.
  • Ability to work cooperatively as part of a team
  • Strong customer service and problem solving skills
  • Experience working in a call center is preferred
  • Demonstrated interest in LGBT health and commitment to community health strongly preferred
  • Bilingual a plus
  • Ability to work harmoniously with diverse groups of individuals required
  • Experience working in an ethnically, culturally, and racially diverse environment preferred

Physical Requirements:
Ability to meet the following physical requirements with or without reasonable accommodations:

  • Sit at a computer station for extended periods of time
  • Ability to keyboard for extended periods of time

Supervisory Responsibility
Supervises Prescription Coordinators

 
Category Nursing  
Number Filled 0  
Location Medical - Amory  
Shift -not applicable-  
Req Number NUR-19-00008  

This position is currently accepting applications.

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