Supervisor, Clinical Program

JOB SUMMARY (Added March 2025)

The Clinical Program Supervisor is responsible for overseeing the execution of clinical programs (e.g., adherence programs) and the pharmacy personnel supporting them. This role ensures efficient workflow, high-quality patient interactions, and compliance with all regulatory and contractual requirements. The supervisor will provide leadership, training, and performance management to enhance patient engagement, medication adherence, and overall program success.

ESSENTIAL DUTIES & RESPONSIBILITIES

Supervise, Train, Lead and Develop Clinical Associates

• Oversee day-to-day clinical call center operations to support associates and to meet performance goals and business objectives, including:
  • Supporting, monitoring, and optimizing associate performance through analysis of current productivity, processes, capacity, and resources
  • Communicating with associates and responding as needs or questions arise
  • Real-time monitoring of associates’ activity
  • Aid in quality audits, grievances, application issues and triage technology business application issues, as needed
• Lead and develop associates through coaching and identification and/or provision of educational resources
• Participate in the selection and hiring of associates and their orientation and training, as needed
• Conduct performance appraisals, as well as goal setting and development conversations. Manage performance concerns as needed
• Lead and support clinical program training of all new team members, this may include training on workflows and business applications
• Conduct clinical program quality audits, as needed
• Ensure, with the support of Outcomes Quality Assurance and Compliance, services are delivered in compliance with all regulatory requirements and associates operate within guidelines and meet quality, regulatory and state board licensure requirements
  • Regularly evaluate performance of assigned personnel
  • Monitor recorded calls and coach for efficiency and improvements, when needed
  • Ensure competency via training, competency assessments, and other means, if necessary
• Review and approve payroll. Monitor attendance. Manage employee leaves of absence, FMLA, call offs, etc. Coordinate with workforce management regarding associate time-off, creation of associates schedules, staffing requirements, etc.
• Create agendas, facilitate, and lead team meetings

Support Outcomes Clinical Business Objectives

• Collect, monitor, analyze, and report on operations metrics
• Assist with the development and maintenance of policies, procedures and rubrics
• Support Outcomes business objectives such as clinical workflow design and management, clinical content review, testing, new project, and workflow innovation and support, etc.

Direct Patient Care (staffing)

• Perform the essential functions of a Clinical MTM Pharmacist as outlined in the job description (up to 20% if needed)
• Support vendor and client relationships, as necessary
• Participate in Clinical Services’ strategic plan development and execution of assigned goals
• Promote a mission-driven team culture, actively demonstrating accountability, empathy, integrity, opportunity and unity
• Other duties as assigned
• Meet performance expectations set forth by manager
• Comply with the Outcomes Telecommuter Policy and other specific policies and procedures

KNOWLEDGE & REQUIREMENTS

In addition to the Knowledge and Requirements of a Clinical MTM Pharmacist,

• Ability to lead in a diverse, fast-paced, ever-changing environment
• Work style that assigns a sense of urgency, with emphasis on the importance of timeliness, accuracy and accountability
• Maintain a level of persistence and follow-up to ensure team is fully supported
• Excellent time management skills (prioritizing and follow-up)
• Strong written and verbal communications skills; ability to collaborate with all levels in the business unit and other business unit leaders.
• Strong clinical therapeutic skills and demonstration of knowledge of appropriate medication dosing and adherence strategies in geriatric and adult populations
• Knowledge and understanding of the 5 Core Elements of MTM Services, CMS guidelines, and quality measures
• Robust clinical knowledge and familiarity with key medication-related problems that contribute to poor health outcomes
• Proficient in Microsoft office suite, emphasis Excel
• Travel Requirements: Domestic and/or International, up to <10%

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum years of work experience: 5 years
• Minimum level of education or education/experience: BS in pharmacy or PharmD
• Supervisor/leadership operations experience
• Current, active license to practice pharmacy in home state
• Prior clinical pharmacy experience in ambulatory, outpatient/retail setting or remote provision of MTM services
• Completion of an MTM certificate course

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing

What’s In It For You?

• Medical, Dental and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Paid Parental Leave
• Adoption Assistance Program
• Employee Resource Groups
• Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Program
• 401k Employer Match & Roth Option Available – immediate eligibility