POSITION PURPOSE: The Assistant Manager, Specialty Care is responsible for assisting the Manager, Specialty Care in training and oversight of the specialty care team. This position will assist in the day to day operations of personnel and programs that are managed by the team. The assistant manager plays a critical role in assuring the team is patient centered and focused on process improvement, quality control and assurance.
The Assistant Manager, Specialty Care works closely with the Manager, Specialty Care to implement new programs specific to disease states and conditions with strategic value to Albertsons Companies. Once programs are established the Assistant Manager will help in program QA testing and processes.
Key Accountability Approximate % of time
*Relations -- Assisting in day to day operations of specialty care team assuring physician offices, Hub's, manufacturers and other business partners expectations are exceeded by the specialty care team. 60%
*Process --Serves as the specialty care QA coordinator and assists with the overall development and implementation of the QA programs and new program implementation. Ensures specialty care staff receives training on QA and new programs. 30%
*People -- With the direction from the Manager, Specialty Care, train the specialty care team to assure there are no interruptions in care for patients. Cross training to assure timely patient care, must be proficient in all processes performed by the team. Assist in on-boarding and continuing education for specialty care staff. 10%
KNOWLEDGE AND EXPERIENCE:
* High school diploma or GED
* Certified pharmacy technician preferred
*Customer service or patient care experience
*Previous call center experience preferred
*Knowledge of community pharmacy practice
*Knowledge of Albertsons Companies Pharmacy operations and systems to facilitate the incorporation of Specialty services at retail level
Skills and Background:
*Problem solving skills, including problem analysis, decision making, creativity, and innovation. This involves the ability to identify problems, gather relevant information, determine possible causes of problems and generate solutions.
*Good computer skills including previous experience utilizing Excel and/or Access to analyze data.
*Administration skills, such as planning and organizing, and resource management, including the ability to set priorities, plan, and coordinate work activities and manage time and resources so that work objectives are accomplished on time.
*Interpersonal skills, including building relationships and conflict resolutions. This involves the ability to develop and maintain positive working relationships with direct reports, peers, management, and other company departments.
*Influencing skills, including the ability to persuade others (internal and external customers) to accept a point of view or take a specific course of action, and to influence the actions of others. Able to obtain commitment from others.
*Customer/patient relations skills, including meeting customer/patient needs and establishing a service environment. This involves the ability to identify requirements of internal and external customers/patients, focus on achieving optimal results, and develop solutions that positively affect patient care. This also involves emphasizing the importance of demonstrating good patient care and customer service and put in place practices that help promote a service-orientated culture.
*Written communication skills, including the ability to communicate effectively in writing, write in a clear and concise manner to peers, vendors, managers, or customers/patients. This also includes the ability to target material to the appropriate audience and use correct grammar, punctuation, and spelling.
*Oral communication skills, including the ability to speak in a clear and concise manner to peers, vendors, managers, or customers one-on-one, in a small group, or in large formal presentations.
*Must possess a positive, enthusiastic, compassionate attitude.
Internal: Daily -- Director, Specialty Care, Manager, Specialty Care, Specialty Care Pharmacists,
Frequently -- Patient Care Service Manager, Divisional Pharmacy Managers, GVP Pharmacy Operations, Patient Care Services Managers, VP Patient and Specialty Care, Specialty Sales Managers
External: Manufacturers, patients, specialty pharmacy hubs, distributors, PBM's, physician groups and contracted specialty pharmacies.
Number of Direct Reports: 10
Number of Indirect Reports: 0
TRAVEL REQUIREMENTS: 0 -- 10%
Most work is performed in a temperature-controlled office environment
Incumbent may sit for long periods of time at desk or computer terminal
Incumbent may use calculators, keyboards, telephone and other office equipment in the course of a normal workday.
Stooping, bending, twisting, and reaching may be required in completion of job duties
The above statements are intended to describe the general nature of the work performed by the employees assigned to this job. All employees must comply with Company policy and applicable laws. The responsibilities, duties and skills required of personnel so classified may vary within each department and/or location.