Pharmacy CX Supervisor – Customer Experience Leader

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

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.