Operations Supervisor

Diplomat Specialty Pharmacy - Chandler, AZ (30+ days ago)3.1


Summary: In addition to mastering all of the job duties and responsibilities of the Patient Care Coordinators, Patient Services Specialist, and Insurance and Reimbursement Specialist, the Technician Operations Supervisor position is also responsible for managing the day to day activities of the Technician team. This position supervises the proper processing of all Technician work within the Chandler facility in partnership with the Pharmacist-in-Charge, and is responsible for supervising the training and development of new team members, as needed. This supervisor will monitor activity and shift staff to accommodate the workload as necessary. The Technician Operations Supervisor is also responsible for completing performance evaluations, monitoring and correcting time clock punches, creating and enforcing a work schedule and assisting with the gathering and presentation of scorecard metrics used to evaluate the front line Technicians. This position also requires communicating effectively with leadership to maintain operational quality and efficiency.

Education/Experience:

High school diploma or general education degree (GED) required. Associates Degree preferred. Three years of Pharmacy Technician, health care experience, insurance billing or professional Customer Service experience required.

Certificates and Licenses:
  • State of Arizona Pharmacy Technician License required.

Duties and Responsibilities include the following. Other duties may be assigned.

  • Ensures front line Pharmacy Technicians are aware of and follow correct policies and procedures.
  • Enforces and oversees the execution of departmental policies and procedures.
  • Assists with 90 day and yearly employee evaluations.
  • Assists with workflow, as needed, by maintaining knowledge and skills necessary to perform all Technician functions within the Chandler facility.
  • Serves as a role model for all personnel through continued performance at or above the department goals for patient/prescription volume, accuracy, and attendance.
  • Answers procedure, billing, and medication related questions and is able to identify when those questions should be escalated and identifying the proper escalation resources.
  • Assists with issue resolution, follow-up, and documentation.
  • Maintains open and effective lines of communication with employees, pharmacists, and leadership.


  • Qualifications:

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Supervisory Responsibilities:

    Directly supervises in the Operations Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    Language Ability:

    Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

    Math Ability:

    Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

    Reasoning Ability:

    Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

    Computer Skills:

    To perform this job successfully, an individual should have knowledge of Microsoft Products.

    Information Security Expectations:

    While performing the duties of this job, the employee is required to abide by Diplomat’s information security policies, employee handbook and security and privacy regulatory requirements. Each employee is responsible for the secure and appropriate handling of Diplomat information, information received by customers, other companies and/or external parties.

    Knowledge, Skills and Other Abilities:
    • Time management
    • Oral and written communication skills
    • Professionalism
    • Knowledgeable of all areas of the pharmacy industry, medical billing, or medical background is preferred.
    • Customer service skills
    • Ability to multi-task and be detail oriented
    • Ability to works efficiently without creating distraction or disruption to other employees
    • Ability to relate well and communicate effectively with other employees and patients
    • Ability to work well with various personalities and work as a team
    • Should be independent and self-motivated
    • Ability to work and accomplish goals with little to no supervision
    • Organizational skills
    • Must be dependable and maintain levels of confidentiality
    • General knowledge of internet navigation and research
    • Knowledge of e-mail, fax transmission, and copy equipment are essential
    • Participate in continuous quality improvement activities

    Physical Demands:

    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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk; sit and use hands. The employee is occasionally required to stand.