Specialty Pharmacy Technician Manager at Mass General Brigham in Burlington, Massachusetts

Job Description:

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.


We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.


Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.


The Pharmacy Technician Manager will be responsible for the direct, daily supervision of specialty pharmacy technicians providing procedural compliance for all medications dispensed by Mass General Brigham Specialty Pharmacy (MGBSP) as outlined in MGBSP policies and procedures. Critical responsibilities include participation in the hiring process, provision of guidance and direction to staff, schedule preparation and management, ensuring adherence to standard operating procedures, staff training, problem solving and follow-up, performance monitoring and evaluation, data gathering and report preparation. Candidate must possess strong interpersonal, conflict management, negotiation skills, and will be responsible for coaching and counseling technicians and performing 90 day and annual reviews. The manager must have the ability to build strong business relationship within their team and other functional areas to best support mutual objectives. The ability to communicate at all organizational levels through the MGBSP enterprise is critical to the success of the overall operation. The Manager will have the opportunity to assist in building a team and help cultivate a positive culture that reflects the values and mission of the organization.



Responsibilities:




The Pharmacy Technician Manager is responsible for:

• • Daily supervision of the staff to ensure that all department and company policies and procedures are followed


• • Resolves issues/problems as it relates to the pharmacy call center operations. Serves as a point of escalation for pharmacy technicians


• • Directs daily workflow of certified technicians to ensure that all performance, production and quality goals are met


• • Assists with Pas, fulfillment, order entry, and other technician duties


• • Delivers direct feedback to staff on a regular basis and coaches and counsels as needed.


• • Creates and delivers annual performance evaluations


• • Supports the Clinical Manager with employee relations matters, including coaching, motivating & counseling staff and escalating disciplinary action when necessary


• • Assists with the interviewing and hiring of pharmacy technicians


• • Analyzes call/performance statistics and business metrics


• • Coordinates and delivers training


• • Coordinates procedural changes


• • Provide 24/7 on-call support on a rotating basis with other Specialty Pharmacy team members to address urgent issues that arise outside of normal business hours


• • Use/s the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration


• • Other duties as assigned

Demonstrates Commitment to Customers:

• • Is aware of different customer needs/desires


• • Takes action to meet customer needs/desires with respect to customer diversity


• • Helps improve processes to meet customer needs


• • Suggests and acts on ideas to improve overall customer service


• • Respects confidentiality and shares information with only those that need to know

Demonstrates Commitment to Fellow Employees:

• • Seeks to understand and value differences between employees


• • Treats other employees with dignity and respect


• • Demonstrates open, honest communication and behavior


• • Resolves conflict in a positive manner


• • Contributes to the productivity of the workgroup

Qualifications

Qualifications:

• • High School Diploma/G.E.D.


• • Registered with Massachusetts Board of Pharmacy


• • National Certified Pharmacy Technician


• • Experience managing in a pharmacy or healthcare environment


• • Experience with EPIC, and/or Enterprise RX preferred


• • Leadership experience in a high intensity, fast paced pharmacy environment


• • 3+ years of experience as a supervisor

Skills/Abilities/Other Details:

• • Knowledge of basic insurance and third party terms and medical terminology are preferred.


• • Ability to learn and understand complex phone systems and the data reporting tools that accompany those systems.


• • Interpersonal, organizational skills, and detail orientation, and ability to prioritize workload are essential to the position.


• • Experience with using Microsoft Excel for reporting purposes


• • Excellent customer service skills


• • Able to communicate effectively, both verbal and written, in the English language


• • Good attention to detail


• • Ability to problem solve effectively


• • Ability to follow policies and procedures, basic math skills and excellent communication skills especially verbal skills as it relates to phone work.


• • Ability to multi-task


• • Responsible for the direct supervision of Patient Care Coordinators including leads.


• • Coaching and counselling and yearly reviews for those under your management.


• • Approval of Vacations and PTO.

EEO Statement

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Apply Now