Supervisor Call Center Pharmacy Technician

Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond.  As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community.  Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day.  Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015.
 

Position Summary
 

The Supervisor, Call Center Pharmacy Technicians oversees the daily operations of the mail order pharmacy call center, ensuring timely, accurate, and high-quality service to patients, providers, and internal departments. This position provides direct leadership, coaching, and performance management for call center pharmacy technicians while supporting workflow coordination, staffing, training, and process improvement initiatives. The Supervisor work closely with pharmacy leadership and operational teams to maintain service levels, improve member experience, and support organizational goals.

Job Description

PRIMARY DUTIES AND RESPONSIBILITIES

• Demonstrates the mission, vision, and values of the organization and promotes a positive, professional, work environment.
• Provides direct supervision, leadership, coaching, and performance management for call center pharmacy technicians.
• Oversees daily call center operations to ensure service level, quality, productivity, and member experience goals are achieved.
• Monitors call volume, queue performance, staffing levels, and workload distribution, making real-time adjustments to meet operational demands.
• Coordinates daily staffing assignments, schedules, attendance management, and coverage plans to ensure adequate support for call center operations.
• Serves as the primary escalation point for member, and customer service concerns and facilitates timely resolution of complex issues.
• Conducts call monitoring, quality reviews, and performance evaluations to ensure compliance with customer service, quality, and regulatory standards.
• Provides ongoing coaching, training, feedback, recognition, and development opportunities to support employee growth and performance improvement.
• Participates in recruitment, interviewing, onboarding, and retention efforts for call center staff.
• Monitors and analyzes operational metrics, including service levels, call quality, productivity, abandonment rates, and other key performance indicators, and develops action plans to improve performance.
• Collaborates with pharmacy leadership, workforce operations, pharmacists, and other departments to identify and implement process improvements that enhance efficiency and member experience.
• Maintains awareness of current pharmacy operations, turnaround times, inventory issues, and services challenges that may impact members and call center operations.
• Ensures compliance with pharmacy regulations, accreditation standards, organizational policies, and departmental procedures.
• Communicates operational priorities, performance expectations, and organizational updates through regular huddles, meetings, coaching sessions, and written communications.
• Performs pharmacy technician duties as needed to support workflow demands and maintain continuity of operations.
• Completes other duties and special projects as assigned.

Employees are expected to work consistently to demonstrate the mission, vision, and core values of the organization.

POSITION QUALIFICATIONS

Education:

• Associate degree or combination of relevant education and experience.

Licensure/certification:

• Current technician registration or eligibility for registration in the state(s) required.
• Certified Pharmacy Technician (CPhT) preferred.

Experience:

• Strong computer and pharmacy systems background required.
• 3 years of leadership or supervisory experience preferred.
• Direct technician experience and training in large volume pharmacy setting preferred.

Abilities:

• Demonstrated ability to communicate effectively orally and in writing.
• Demonstrated effectiveness as a team leader.

This position is not eligible for immigration sponsorship.

We are an equal opportunity/affirmative action employer.

Martin's Point complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact jobinquiries@martinspoint.org

Do you have a question about careers at Martin’s Point Health Care? Contact us at: jobinquiries@martinspoint.org