At Florida Cancer Specialists & Research Institute, we believe our people are our strength and we invest in them. In addition to having a positive impact on the people and communities we serve, associates benefit from significant professional opportunities, career advancement, training and competitive wages.
Offering competitive salaries and comprehensive benefits packages to include tuition reimbursement, 401-K match, pet and legal insurance.
A LITTLE BIT ABOUT FCS
Since 1984, Florida Cancer Specialists & Research Institute & Research Institute (FCS) has built a national reputation for excellence. With over 250 physicians, 220 nurse practitioners and physician assistants and nearly 100 locations in our network. Utilizing innovative clinical research, cutting-edge technologies, and advanced treatments, we are committed to providing world-class cancer care. We are recognized by the American Society of Clinical Oncology (ASCO) with a national Clinical Trials Participation Award, FCS offers patients access to more clinical trials than any private oncology practice in Florida. Our patients have access to ground-breaking therapies, in a community setting, and may participate in national clinical research studies of drugs and treatment protocols. In the past five years, the majority of new cancer drugs approved for use in the U.S. were studied in clinical trials with FCS participation prior to approval.
Through our partnership with Sarah Cannon, we are one of the largest clinical research organizations in the United States. Often, FCS leads the nation in initiating research studies and offering ground-breaking new therapies to patients.
Come join us today!
Summary:
The Director of Customer Service is responsible for the overall leadership and management of Rx To Go’s contact center. This includes overseeing the day-to-day operations of the call center, ensuring that patients receive high-quality customer service and support, and managing the call center’s budget and resources. The Director also plays a key role in developing and implementing new policies and procedures, as well as training and developing call center staff.
The Director of Customer Service must be able to work effectively in a matrixed environment, supporting a culture of collaboration and cohesion. Will regularly work cross-functionally with teams, peers, and leaders in other departments on various initiatives to include process and quality improvement projects and organizational change management projects. Must be a transformational leader who can promote and facilitate rapid adoption and assimilation of best practices to establish innovations in service, work methods, technology, and operational systems that improve service-line financial performance, pharmacy service, quality, cohesion, and efficiency.
PRIMARY TASKS AND RESPONSIBILITIES:
- Develops and implements policies and procedures for the call center, in alignment with the overall goals and objectives of the specialty pharmacy to promote a high-level customer service model for FCS patients.
- Oversee the day-to-day operations of Rx To Go’s call center, including scheduling, staffing, and workload management.
- Ensures that patients receive high-quality customer service and support, including timely and accurate responses to inquiries and requests.
- Oversees call center metrics to ensure compliance with Rx To Go accreditations.
- Manages the Rx To Go call center’s budget and resources and ensure that they are used efficiently and effectively.
- Train and develop staff and ensure that they have the skills and knowledge necessary to provide excellent customer service.
- Monitor and evaluate the performance of the Rx To Go call center and identify areas for improvement.
- Work closely with other departments within Rx To Go, to promote an optimal experience for FCS patients.
EDUCATION/CERTIFICATIONS & LICENSES:
- High school diploma required
- Bachelor’s Degree preferred
- Active Registered Florida Pharmacy Technician license and state of residence is required, if applicable.
- Active National Pharmacy Technician Certification is preferred.
EXPERIENCE:
- Minimum of ten (7) years of customer service and pharmacy experience
- Minimum of five (5) years of management experience in specialty pharmacy customer service
CORE COMPETENCIES, KNOWLEDGE/SKILLS/ABILITIES:
- Analysis & Critical Thinking
- Strong interpersonal skills to include effective verbal and written communication
- Solid time management with the ability to prioritize multiple tasks
- Ability to collaborate across various levels of management, departments and teams
- Comfortable negotiating problems and exploring solutions with physician population
VALUES:
- Patient First – Keeping the patient at the center of everything we do
- Accountability – Taking responsibility for our actions
- Commitment & Care – Upholding FCS vision through every action
- Team – Working together, one team, one mission