Supervisor, Pharmacy Training and Quality Job

Eden Prairie, MN, 55343
Nov 29, 2012
Jan 15, 2013
Employment Status
Full Time
Supervisor, Pharmacy Training and Quality

Job ID:: 25504
Department:: Pharmacy Customer Service
City:: Eden Prairie, MN
Location:: HP - Eden Prairie Office Building
Position Type:: Full-Time
Anticipated Work Schedule:: Monday through Friday with shift occurring during general business hours. Evenings, weekends and holiday shifts are possible but unlikely.
Hrs/Pay Period:: 80

Job Description::

The culture at HealthPartners is one of ownership, pride, service, and most importantly, partnership. That spirit of partnership among employees, and with patients and the community is just one of the many reasons we were recently named one of the Twin Cities best places to work by the Minneapolis/St. Paul Business Journal. Join us for a career that offers respect, support and encouragement. You’ll stay for the power of partnership.

The individual in this position will be responsible for the design, implementation, evaluation and maintenance of new and ongoing training for all Pharmacy Customer Service staff. This individual will assist in the maintenance of departmental policies and procedures in support of the training program. This individual will be responsible for the quality functions of training to ensure that staff is effectively delivering great customer service via adhering to developed processes, scripting, and providing correct detail in an efficient and respectful manner.

The quality function of this position will validate and ensure service quality by measuring individual and departmental service levels through quality call monitoring of all pharmacy technicians on a monthly basis. Provide timely and effective feedback to employees and management regarding service delivery. Ensure quality of departmental documentation via report auditing and provide coaching when appropriate. Identify any individual or departmental quality trends, and provide feedback to appropriate areas for action. Address training issues and provide ongoing training to new and current staff.


Staff Training

1. Develop and deliver training to new and existing employees for proficiency in applicable computer systems and applications.

2. Develop curriculum and training materials for classroom training on all aspects of product, policies and procedures, computer software and pharmacy systems including soft skills and technical skills.

3. Formulate training sessions/programs based on department needs and compliance requirements including ongoing training, updates and refreshers training in key areas and skills.

4. Participate effectively as a team member with management to develop and provide effective training and performance measurements. Conduct analysis of team output and make recommendations for training and/or communication.

5. Design and manage periodic review of the training program and its effectiveness. Evaluate the training program and implement necessary changes.

6. Assist management in the analysis, development and design of improved automated tools and systems.

7. Actively participate in cross-functional initiatives, projects, and recurring inter-departmental meetings.

8. Create and develop departmental resources as needed. Maintain and update existing resource. Create and maintain all internal resources, both electronic and manual.

9. Research and analyze department and corporate information received and evaluate the need for inclusion in department resources.

10. Participate in department and corporate-wide meetings to analyze changes made and how they impact the department.

11. Perform continual assessments of the on-line training environment to ensure information listed is accurate and effective.

12. Provide leadership and guidance to new and existing employees. Coach employees to help develop or enhance knowledge, skills and abilities.

13. Assist management with identifying performance and/or disciplinary issues within the department and providing feedback.

1. Interact with other company trainers and resources to develop and ensure cross-functional training and education.

Quality Assurance and Compliance

1. Act as Quality Assurance consultant to the department.

2. Conduct audits to ensure proper procedures.

3. Use quality monitoring in compiling and tracking performance at team and individual levels. Measure and evaluate all employee competencies and provide feedback to team supervisors and managers.

4. Generate and record monthly reporting data, ensuring the turnaround time is in compliance. Identify trends and provide recommendations as a result of the analysis.

5. Develop and maintain Quality Assurance Program. Design of call monitoring for Customer Service Training for Pharmacy & quality standards resources.

6. Ensure customer satisfaction with Pharmacy services, institute process changes as appropriate to ensure continuous improvement through direct employee feedback, quarterly customer surveys and analysis of department service trends.

7. Incorporate, support & promote policy & procedural updates within the organization.

Other Duties

1. Actively participates in the planning, implementation and on-going testing of the business continuity and disaster recovery plan for the department.

2. Partner with management in promoting Pharmacy Services.

3. Assist management in conducting/participating in performance investigations.

4. May supervise staff including hiring, training, coaching, conducting performance evaluations and terminations.

5. Perform other duties as assigned.


* Bachelor’s degree in a related area; or Associate’s degree with two years of related experience; or four years pharmacy or related experience.

* Two years customer service experience.

* One year experience in a call center environment.

* Strong knowledge of customer service processes and techniques.

* Ability to design and deliver training programs.

* Exceptional listening and analytical skills.

* Excellent oral, written and interpersonal communication skills.

* Excellent organizational skills and attention to detail.

* Intermediate level of knowledge/expertise with PC hardware and software (Word, Excel, PowerPoint).

* Strong analytical and problem solving skills.

* Ability to prioritize multiple projects and tasks.

* Ability to present information to various audiences and demonstrate high comfort level delivering to small or large groups.

* Ability to work under pressure, meet deadlines, create change and adapt well to change.

* Ability to work with all levels of employees in the organization.

* Ability to work well in team environment.

* Dedication to providing exceptional customer service.


* Bachelor’s degree in communication, education, or management.

* Two years pharmacy experience.

* Knowledge/expertise with call monitoring systems.

* One year training experience including designing and delivering training programs.

* Experience with monitoring data management system.

* Experience with providing effective feedback.

* Experience working in a union environment.


* Contribute to decision-making regarding the development and improvement of policies, procedures and processes.

* Provide recommendations to the Pharmacy leadership regarding staff development needs and systems enhancements.

* Participate in the development of department and team short and long range goals.

For more information and to apply, go to and search for job ID 25504.

Health is what we do. Partnership is how we do it.


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