Job Description
Description: Job Summary: Provides strategic direction and alignment with KP National Pharmacy and KPWA goals for the Pharmacy Contact Center including answering of phone calls: 1. Directed to KP Medical Center Pharmacies; 2. Supporting Enterprise-wide Mail order; 3. Supporting New Member onboarding to KPWA pharmacy patients; 4. Pharmacist related calls from patients, providers and Consulting Nurse services; 5. Triaged from Customer Service and Patient Financial Services Processing of all mail order prescription including all prescription repatriated from network providers and onboarding of all new KP members to Pharmacy services.
Has operational oversight of the management team for the department assuring that the processes and systems are in place so services meet budget, quality, service and regulatory requirements. Coordinates information flow, program development and implementation with the Medical Center Pharmacies, Fulfillment Center and Clinical departments as well as with outside departments including Kaiser National programs, Options, Inc., Benefits, Medicare, Legal, Appeals, Provider Relations, Sales and Marketing, Customer Service, and other delivery system and health plan departments.
Essential Responsibilities: - Accountable for strategic planning, management team leadership and operational oversight of Pharmacy Call Center services including Call management, Mail order processing, New member onboarding, patient facing technology associated with refilling a prescription andcompliance and regulatory issues associated with these functions.
- Develops a team of professionals to plan and implement department goals and objectives in area of responsibility. Leads and supports the pharmacy management structure to enable achievement of KP National Pharmacy and KPWA pharmacy and Delivery System business objectives for service and quality including budget accountability for human and financial resources. Provides leadership and direction to team including hiring, evaluating and coaching.
- Assures that strategic planning, workflow standardization, maximized technology and high quality, member- focused service for all Call Center and Mail order patients are in place so care provided by staff meets service and operational regulatory requirements.
- Assures program alignment (Call Management, Mail Order processing, Onboarding) with key stakeholders including KP National Call Center, Area Medical Centers, Customer Service, Clinical Services, Fulfillment Center, PFS, Finance, and Health Plan.
- Coordinates program development, implementation and communication flow with the Outpatient Pharmacies, Pharmacys Centralized services and Clinical division and with outside departments including Options, Health Plan, Legal, Provider Relations, Sales & Marketing, Care Delivery departments, and Kaiser Permanente National programs.
Basic Qualifications: Experience
- Minimum three (3) years of experience in a leadership role, managing the day-to day operations, performance of staff and work flow.
Education
- Bachelors degree in pharmacy.
License, Certification, Registration
- Pharmacist License (Washington) within 3 months of hire
Additional Requirements: - Demonstrates leadership skills with the ability to direct the activities of others on a direct or matrix team basis.
- Ability to maintain awareness of the dynamic pharmacy landscape regionally and nationally to ensure our service line meets our organizational mission.
- Ability to collaborate and be influential across various roles and service areas.
- Ability to recruit, mentor, develop and engage staff, monitor performance standards, deliver results, and hold staff accountable.
- Strong communication, collaboration and change management skills.
- Ability to collect and evaluate data to identify areas for process improvement and implement those improvements.
- Ability to prioritize and manage multiple tasks simultaneously.
- Ability to effectively anticipate, resolve and respond to issues as they arise.
- Knowledge of ancillary services regulatory and/or health care requirements.
- Financial management skills.
- Familiar with call center and current market standards around its delivery of service.
- Implementation of telephonic technology.
- Administration of mail order processes.
- Licensed Pharmacist in the United States.
Preferred Qualifications: - Five (5) years of management experience specific to a call center or high volume pharmacy with multiple work streams.
- PharmD degree in pharmacy.
- Masters degree, advanced degree, and/or specialty residency in pharmacy, health administration or business administration.
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Primary Location: Washington,Renton,Renton Administration - Adams
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Sun, Mon, Tue, Wed, Thu, Fri, Sat
Working Hours Start: 12:01 AM
Working Hours End: 11:59 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Onsite
Employee Status: Regular
Employee Group/Union Affiliation: NUE-WA-04|NUE|Non Union Employee
Job Level: Manager with Direct Reports
Department: Renton Admin Adam - Pharm Admin - Drug Use Mgmt - 1130
Pay Range: $150600 - $194810 / year The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted.
Travel: No
On-site: Work location is on-site (KP designated office, medical office building or hospital). Worker location must align with Kaiser Permanente's Authorized States policy. At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
Job Tags
Full time, Shift work,