Supervisor, Initial Review Pharmacy Technicians:
Magellan Health

Magellan Health
Orlando Florida
This position has managerial oversight of the Initial Review Pharmacy Technician Team, playing a key role in medical and pharmacy management. Leads and grows the performance of a team of Initial Review Technicians while supporting and enhancing customer experiences, and achieving revenue goals and operational objectives. Responsible for day-to-day tactical activities, performance trending, performance managing/coaching/developing clinical technicians and time management. Responsible for the delivery of superior customer service by maximizing employee performance and ensuring calls are answered effectively and efficiently by supervising incoming and outbound calls, resolving escalated calls, assisting technicians with any clinical and/or client related questions, auditing clinical notations for accuracy, ensuring agents adherence to schedules and ensuring compliance to policies, regulations, and procedures. Motivates agents to peak performance through positive coaching, constructive feedback and incentives, demonstrates a commitment to the companys mission and vision, and supports activities that strengthen the client relationship and grow the organization.
  • Drives the daily performance of a team of Initial Review Technicians ensuring clinical criteria is accurately collected, notated, and recommendations appropriately made.
  • Collects and provides timely, productive and measurable feedback to ensure recognition, process changes and development opportunities are maximized.
  • Oversees the team's annual goal setting process, performance evaluations and performance improvement plans, and ensures other business targets are met and exceeded.
  • Reviews new and updated accounts, medications and policies with technicians.
  • Ensures compliance with policies and procedures.
  • Provides direction on achieving departmental standards while encouraging and motivating them in promoting customer loyalty, employee recognition, and revenue generation.
  • Monitors inbound and outbound call traffic and makes adjustments based on call traffic patterns.
  • Actively participates in process / project conversations, emails and activities that will improve effectiveness/experience for client, agents, leadership, brands or partner departments
  • Displays ownership and accountability for the customer experience, employee relations, core business metric targets/contributing factors and understanding of the organizations policies and procedures.
  • Supports team members, business and brand initiatives, especially as related to achieving outstanding client experiences, including engaged daily support, escalated customer resolution and engagement in training and support areas as needed.
  • Maintains reliability and flexibility to ensure team and business needs are appropriately supported.
  • Proactively addresses call center concerns and identifies areas of opportunity.
  • Monitors agents for quality and training purposes.
  • Handles system emergencies with direction from IT department and/or appropriate vendor.
  • Maintains and executes prioritization of all authorization reviews, taking into account health plan requirements, including, but not limited to turn around times, type and number of outreaches made, review times, and regulations.
  • Coordinates with Clinical Pharmacist Review team as needed.
  • Produces monthly team reports detailing team activity, trend analysis, goals/objective status and special projects.
  • Other duties as assigned.
General Job Information


Supervisor, Initial Review Pharmacy Technicians



Job Family

Pharmacy Group


United States of America

FLSA Status

United States of America (Exempt)

Recruiting Start Date


Date Requisition Created


Work Experience

Pharmacy, Speciality Pharmacy


Associates, High School (Required)

License and Certifications - Required

CPT/ExCPT/LPT/PTCB/RPT, Pharmacy Technician, State Requirements - Pharmacy

License and Certifications - Preferred

Other Job Requirements

  • CPT: Certification/licensure in accordance with state requirements. In the states of Florida, Rhode Island and Michigan, license registration with the Board of Pharmacy is required without exception.
  • National Certification such as PTCB or ExCPT: Certification or the ability to obtain certification within one year of hire. Employees in states which require a Pharmacy Technician certification/registration exam may substitute state certification/registration for the national certification.
  • Specialty or retail pharmacy experience, previous reimbursement experience, and/or working in a health plan/health care setting.
  • In-depth knowledge of specialty injectable prescription drugs, disease states, health plan formulary management techniques, and medical terminology.
  • Experience as Pharmacy Technician, Utilization Management or Customer Service in a high-volume, multi-functional call center environment.
  • Working knowledge of Microsoft Office products. Ability and willingness to quickly learn proprietary software/systems.
  • Ability to type 40+ WPM.
  • Strong team orientation, displaying professional respect to entire team.
  • Strong written and verbal communications skills.
  • For successful consultation with internal and external customers, partnership and collaboration skills are essential.
  • Oncology or other clinical pharmacy experience.
  • Analytical skills that translate into practical/pragmatic recommendations.
Magellan Health Services is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled. Every employee must understand, comply and attest to the security responsibilities and security controls unique to their position.
Basic Qualifications