Customer Experience Technician Supervisor

Belmar Pharmacy; Madison (WI); On-site; USD 62,000 - 69,000; Full time

Benefits offered by this job

Health coverage

401(k) with 5% match

Paid time off and holidays

$500 referral bonus

Prescription discount

Job summary

Belmar Pharmacy in Wisconsin is seeking a Customer Experience Technician Supervisor to deliver superior customer service and lead the CX team in optimizing patient care. The role supervises department workflow and collaborates with management to drive operational productivity.

The position emphasizes regulatory knowledge, staff training, and performance management, with a focus on compassionate service and accuracy in all patient interactions.

Qualifications

• High School Diploma or equivalent.
• Current Wisconsin Pharmacy Technician certification or ability to take Wisconsin Pharmacy Technician examination within 60 days of employment as required by state law.
• Registered as a licensed technician or provisional license.

Responsibilities

• Demonstrate superior knowledge of all pharmacy rules and regulations.
• Ensure appropriate operational productivity, engagement, and quality metrics are established and met.
• Train, supervise, and participate in performance evaluations of assigned staff.
• Ensure performance goals, expectations, and standards are clearly understood by staff.
• Assist in monitoring efficiency metrics by gathering relevant data and providing quality reporting.
• Develop and direct work schedules and monitor workflow.
• Work closely with the Operations Manager and CX Pharmacist Manager to implement new policies and initiatives.
• Manage time effectively to oversee workflows, employees, and complete project related work.
• Collaborate and encourage a team environment, manage performance, and participation.
• Interpret faxes, e-scripts, verbal, and written prescription orders.
• Input all information into LifeFile System.
• Charge credit cards for orders.
• Answer patient phone calls and provide excellent customer service.
• Process refill requests from patients and doctors’ offices.
• Call patients about new prescriptions and IVR requests.
• Call doctors for refill requests.
• Maintain compliance with company and HIPAA patient confidentiality requirements.
• Follow all policies and procedures set forth by company.
• Perform other duties as assigned

Skills

Customer service

Communication

Attention to detail

Team leadership

Empathy

Education

High School Diploma

Pharmacy Technician certification

Licensed technician registration

Tools

Microsoft Office

Job description

About this position

Since our beginning in 1985, Belmar Pharma Solutions has emerged as an industry pioneer, creating compounded medications tailored to meet individual patient needs. Today, we operate trusted Compounding Centers of Excellence across the country. Our 503A pharmacies serve healthcare providers and patients in all 50 states, Washington D.C. and Puerto Rico. Our two 503B outsourcing facilities compound manufacture hormones to meet the needs of clinical practices, delivering to 48 states.

At Belmar, our benefits reflect our commitment to wellness, respect, and accountability. We offer comprehensive health coverage, a 401(k) with 5% match with no vesting period, paid time off and holidays, $500 referral bonuses, and access to free or reduced-cost prescriptions—because supporting our team enables us to deliver unmatched care.

The Customer Experience Technician Supervisoris responsible forprovidinga superiorcustomer experience to customers andfosteringa supportive environment foroptimalpatient care.TheCXC Technician Supervisor manages thedepartmentworkflow andis responsible forleading and managingthe teamto achieveoptimaloperational productivity.This rolewill support Belma Pharma Solutions management in carrying out the mission of the company.

Responsibilities

• Demonstrate superior knowledge of all pharmacy rules and regulations
• Ensureappropriate operationalproductivity, engagement, and quality metrics areestablishedand met
• Train, supervise, andparticipatein performance evaluations of assigned staff
• Ensure performance goals, expectations, and standards are clearly understood by staff
• Assistin monitoring efficiency metrics by gathering relevant dataand providingquality reporting.
• Develop and direct work schedules andmonitorworkflow
• Work closely with theOperationsManager and CX PharmacistManagerto implement new policies andinitiatives
• Manage time effectivelyto overseeworkflows, employees, and complete project related work
• Collaborateand encouragea team environment, manageperformance, and participation
• Interpret faxes, e-scripts, verbal, and written prescription orders
• Input allinformation intoLifeFileSystem
• Charge credit cards for orders
• Answer patient phone calls and provide excellent customer service
• Process refill requests from patients and doctors’ offices
• Call patients about new prescriptions and IVR requests
• Call doctors for refill requests
• Maintain compliance with company and HIPPA patient confidentiality requirements
• Follow all policies and procedures set forth by company
• Perform other duties as assigned

Qualifications

• High School Diploma or equivalent
• Current Wisconsin Pharmacy Technician certification or ability to take Wisconsin Pharmacy Technician examination within60daysof employment as required by state law
• Registered as a licensed technician or provisional license
• Mustexhibitexcellentcustomer servicesskills andempathy
• Excellent communication, listening skills and attention to detail
• Ability toidentifyproblems and recommend solutions
• Experience with Microsoft Office products, data entry, email, internet
• Enjoyworkingin a team environment
• Strong work ethic
• Previoussupervisory experiencepreferred
• Experience working in a retail pharmacy preferred

Pay Range: $61,680 - $69,440