Manager of Operations, FRx

Operations Manager, Technicians (Florida)

Addendum Points:


* Develop elevated technician scope of practice processes.


* Streamline processes for best customer experience.


* Licensed and registered technician in Florida


* Bachelor’s degree or at least 5 years of manager level experience


* Located in Tampa/St Petersburg, FL or in drivable distance.

PURPOSE AND SCOPE:

Manages activities involving the FreseniusRx Operations/Customer Service workflow.

Monitors the efficiency and efficacy of the team, ensuring all patient/customer questions, concerns, and prescription needs are addressed appropriately and professionally in a timely manner.  Contributes to the development and implementation of process improvements to increase customer satisfaction and ensure compliance with established company and regulatory guidelines.

 

PRINCIPAL DUTIES AND RESPONSIBILITIES:


* A leadership position focusing on strategic initiatives, daily operations, and tactical management.  Manages functions including training and personnel management.

Develops and maintains customer service policies and procedures, and ensures the utilization of communications technology.

Interacts with all levels of client representatives in areas of strategic planning, conflict resolution, and all levels of inter-company departments. 


* Supports Director of Operations by managing and overseeing the daily activities of the department, assessing methodology of business and workflow within operations, facilitating meetings with management to assess department status, and developing plans for both immediate and future improvements.


* Analyzes and reports phone and other productivity data, offering plans for improving service to the Management Team.


* Implements new processes for improvements specific to operations in coordination with other FreseniusRx functional groups such as Distribution, Materials Management, Credit, A/R, etc.


* Manages departmental staffing requirements including organizational inventory and ensures management communicates impending turnover and staffing needs.

Utilizes all available recruitment and retention strategies, recommending appropriate staffing levels, maintaining organizational charts, turnover reporting, and supervisory reporting lists.


* Manages day-to-day activities of Fresenius Rx Operations/Customer Service staff, allocating and monitoring workflow processes to ensure the accurate and timely completion of assignments to meet established performance standards regarding the processing and dispensing of pharmacy products. 
+ Ensures efficient and effective use of staff by developing and implementing detailed schedules for employees, adjusting assignments according to call volume load.
+ Ensures staff adheres to and follows established policies and procedures and government regulations regarding the handling of patient/customer and confidential information, data collection, and ...