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Providence Prescription Refill Supervisor in Mission Hills, California


Providence is calling a Prescription Refill Supervisor (Full-Time/Day Shift) to the Providence Facey Medical Foundation in Mission Hills, CA.

We are seeking a Prescription Refill Supervisor who will be under the direction of the Manager of the Prescription Refill Department, the Prescription Refill Supervisor is responsible for the direct supervision of the Prescription Refill Department Staff. Collaborate with the Prescription Refill Department Manager to guide and support departmental needs and ensure compliance to all approved department policies and protocols. Provide the highest standard of excellence of customer service in coordinating patient information through all caregivers, clinical departments, and billing departments according to the organization's policies and procedures. Specific responsibilities include supervising day-to-day operations, with an emphasis on high quality customer service, patient and provider satisfaction, staffing, efficient allocation and use of human resources and optimal productivity. Supports recruitment, hiring, training, development and retention of staff.

In this position you will have the following responsibilities:

  • Administrative/Leadership/Professionalism:

  • Performance Criteria

  • Collaborate with Prescription Refill Department Manager to develop strategies that reinforce and train staff in order to assure the delivery of safe, timely and effective prescription refills. Assures policy and procedures are adhered to.

  • Create agendas and leads meetings (ie: staff and management level or higher) in collaboration with the Prescription Refill Department Manager as requested

  • Deliver upon the service expectations of both our patients and fellow staff members by listening to their needs; engaging in positive interactions; and following through on promises made in a thoughtful, efficient, timely and courteous manner so that their total outcome is better than expected.

  • Develop goals and objectives with staff and devise methods for employees, individually and as a department, to ensure optimal productivity and development.

  • Communicate with excellent written, verbal, and interpersonal communication skills. Demonstrates the ability to supervise multiple tasks to achieve results through teamwork and motivation of staff

  • Facilitate reporting and holds staff accountable for productivity benchmarks and system utilization reports. Generates all telephone productivity and call volume reports to the Prescription Refill Department Manager and Clinical Pharmacy Director.

  • Identify opportunities within the department, analyzes and resolves with proper action.

  • Perform individual quarterly 1:1s with staff to review call audits, attendance, coaching and feedback. Documentation of coaching, individual 1:1s and disciplinary action.

  • Provide direction, setting clear expectations, and motivating direct reports in daily administration of their improvement.

  • Proficient in Microsoft applications including Word, Windows, Excel, and Office 365

  • Respect the dignity, confidentiality and privacy of patients.

  • Responsible for the supervision of assigned Prescription Refill Department staff. Assist with recruiting, training, coaching, retention, and development of staff

  • Treat all information and data within the scope of the position with complete confidentiality and security in compliance with HIPPA guidelines. Records of patient encounters will be maintained according to HIPPA standards. Access to PHI may only be available when the staff is on duty and working within the scope of practice

  • Work as a point of contact for the department to handle communications and updates in workflows. Disseminates information regarding organizational and department changes to assigned staff to allow for effective operational processes.

  • Work as a point of contact for other Facey Medical Group departments (ie: Quality Management, Utilization Management, Provider Relations, etc.) providing resolution to member and/or health plan inquiries.

  • Work with Prescription Refill Department Manager to ensure employee scheduling and payroll edits are completed in a timely manner.

  • Work in a safe manner, adhering to general safety precautions, standards and policies. Reports any unsafe conditions to their supervisor and/or the safety hotline. Successfully completes Environment of Care modules in the required timeframes and participates in fire drills and emergency

  • Standards of Performance:

  • Each of the following are considered an essential function:

  • Mission & Values:

  • Actively support and incorporate the mission and core values into daily activities. Treats all others with respect and demonstrates excellence, justice and compassion in daily work and relationships with others.

  • Service Commitment:

  • Demonstrate competency by placing a high priority on service to everyone encountered. Consistently shows the characteristic of service excellence.

  • Team Member:

  • Demonstrate competency by maintaining positive, constructive interpersonal relationships, and by understanding and practicing the principles of effective teamwork.

  • Confidentiality/Privacy:

  • Protect confidential/private information related to patients, members, employees, and others.

  • Environment of Care/Infection Control/Safety:

  • Consistently demonstrates and incorporates principles of safety and infection control into daily activities as outlined in Environment of Care, Infection Control, and Exposure Control manuals and department safety policies/procedures. Consistently uses personal protective equipment as required and takes appropriate precautions whenever there is potential for contact with blood, body fluids, chemicals and/or other hazardous materials. Maintains knowledge of work-appropriate aspects of environment of care programs, complies with exercises. May label, transport and store hazardous waste as described in annual training.

  • Attendance and Punctuality:

  • Demonstrate performance by adhering to established policies and procedure and exhibiting the defined characteristics associated with attendance and punctuality.

  • Respect for Diversity:

  • Demonstrate competency by knowing and applying the principles of an inclusive work environment. Consequently, the employee must be competent in the interpretation of a patient's self-report or behavior, and this information must be interpreted with an understanding of the cognitive, physical, emotional/psychosocial and chronological maturation process. The treatment of patients should be individualized and should reflect an understanding of the developmental needs and range of treatment needs for each patient (Neonate, Pediatric, Adolescent, Adult, Geriatric)


Required qualifications for this position include:

  • Bachelor’s degree or equivalent experience in business or health care environment

  • Education to meet certification, license or registration requirement.

  • Current California State Pharmacy Technician license

  • Two (2) years supervisory/management experience in ambulatory or acute care.

  • Three (3) years experience working in a health care environment.

  • Experience with telephone systems and telephone monitoring software.

  • Knowledge of physician practices, managed care, member services, health plans.

  • Knowledge of telephone systems and telephone monitoring software.

  • Working knowledge of computers and Windows, Microsoft Word, Excel.

About the organization you will serve:

Facey Medical Group is a multi-specialty medical group with over 160 physicians providing care to the growing population in the North & East regions of Los Angeles & Ventura Counties. Twelve medical clinics, including two urgent care centers and dedicated women's centers, are located across the San Fernando, Santa Clarita, and Simi Valleys. The group began as a single medical practice over 90 years ago.

Facey is part of Providence Health & Services, an integrated, not-for-profit 5-state network of hospitals, care centers, medical clinics, affiliated services and educational facilities spanning from California to Alaska.

For information on our comprehensive range of benefits, visit:

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Clinical Lead Supervisor/Manager

Location: California-Mission Hills

Req ID: 278890