Supervisor, RX Returns Authorization at Inmar, Inc. in LIBERTYVILLE, Illinois

Job Description:

Under the supervision of the Client Operations Director, the Supervisor, RX Returns Authorization position will oversee the day to day requests from the email box, workload in SalesForce, and monitor the return authorization process.   

The Supervisor manages the day to day performance of the team as they respond to requests, provides guidance and training as needed and identifies process improvement opportunities. The Supervisor works to ensure delivery of consistent high quality client service through enforcing documented processes and procedures.

Primary Accountabilities:

Manage day-to-day operations

• Direct daily activities and set priorities.


• Participate in Onboarding and Deconversion activities as needed\


• Provide weekly, bi-weekly, and monthly reporting to manager to show status of
  expected service delivery.


• Work with other departments as needed to resolve identified issues and develop new procedures/controls when needed.


• Facilitate concerns and issues are addressed in an accurate and timely manner and assure client satisfaction from a service delivery perspective.


• Ensure standard service deliverables are performed as defined by management team.


• Ensure clients and Third Party’s are properly serviced by team


• Implement standard operating procedures and develops required process
  documentation.


• Supervise, evaluate, coach and promote teamwork.


• Monitor staffing levels to meet customer service and support objectives.


• Monitor breaks, lunches, productivity and update the time and attendance
  system.

Track and monitor performance against expected weekly KPIs (Key Performance Indicator)

• Ensure all metrics are measured and goals are met


• Ensure contractual processing commitments are met


• Communicate concerns with the manager

Lead and develop associates

• Ensure staff is properly trained


• Assist operational issues as needed


• Inform manager of issues and trends


• Develop associates through one on one coaching in WorkDay


• Address performance issues on a timely basis, work closely with Great Teams! in situations warranting formal discipline or termination


• Participate in the recruiting and hiring process


• Conduct regular meetings with direct reports to discuss current performance, future goals, development needs, and ongoing projects

Required Qualifications:

• Associate Degree, Bachelor’s Degree, preferred.


• 1+ years of work experience involving employee supervision, preferably in customer service, returns management, client management, sales, finance technology or a related field; or an equivalent combination of training and experience required to complete the essential functions/job responsibilities of the position.


• Experience with Salesforce.


• Ability to build productive working relationships internally and externally.


• Strong/proven skill with all Microsoft Office products and Google products


• Ability to represent the Inmar in a professional manner to external Clients, prospects, vendors, and agencies.


• Ability to deal effectively with individuals at all business levels and a variety of situations requiring tact, judgment, and composure.


• Demonstrate a positive and growth mindset.


• Excellent written, verbal, telephone, presentation and organizational skills.


• Bilingual English/Spanish preferred.

Individual Competencies:

• Adaptable: Responds to change with a willingness to learn new ways to accomplish work.


• Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information and achieve results.


• Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.


• Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.


• Curious: A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization.


• Problem Solving: Gathers and analyzes information to generate and evaluate solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.


• Collaboration: Works collaboratively with others to achieve group goals and objectives.

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is:

• Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.


• Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.


• Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.


• Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.

Occasionally: Job requires this activity up to 33% of the time

Frequently: Job requires this activity between 33% - 66% of the time

Regularly: Job requires this activity more than 66% of the time

Safety:

• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.


• Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.


• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results.


• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.


• Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcomes.

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