Head of Customer Care

Join a team with a unique employee culture that doesn't just talk about core values, but exemplifies them in everything we do. They are: do the right thing, quality matters, and question everything. We believe in investing in our people to play to their strengths and have the right people in the right seats. All employees have 15 min weekly check-ins reviewed by their manager and bi-annual reviews to ensure clarity of job expectations. To learn more about our culture, please visit our career page on our website.

This is a leadership team position that is accountable for patient-specific prescription intake, order entry and payments, insurance billing, shipping, and customer experience production and process adherence. These functions are organized into 5 sub-teams. The Head of Customer Care has 6 direct reports and oversees 15-22 team members. This is an on-site, full-time position and reports to the EOS Integrator, VP & Chief Business Officer.

Internal job title: Head of Customer Care. Final job title will be determined based on credentials.

Primary Duties and Responsibilities:

• Leadership: Leads the EOS Customer Care Team L10 meeting agendas, daily 15-min morning huddles, and identifying, discussing, and solving issues with clear communication; Participates in weekly 90-min Leadership Team L10 meetings, and 45-min weekly Compliance-Ops Team L10 meetings; Active involvement in EOS Leadership quarterly and annual retreat planning meetings.
• Compliance: Assures that the team is taking all steps required to process prescriptions in compliance with all laws, regulations, and pharmacy standard policies and procedures; Exercise discretion and confidentiality with all patient information, following all HIPAA requirements.
• Management: Manages and directs direct reports and supports their teams in accordance with Valor’s Employee Handbook, including providing daily and weekly feedback, performance evaluations, and performance improvement plans.
• Customer Service: Ensure the team demonstrates exceptional, professional, genuine customer service, etiquette, and phone skills when answering calls, placing callers on hold, transferring calls, taking messages, or other duties to all patients, doctors, and internal colleagues; Produces high-quality customer service delivery that reflects industry best practices for CSATs and Net Promoter Score (NPS).
• Customer Retention: Execute customer experience strategies and initiatives to optimize customer retention, and work with Sales & Marketing to develop educational materials that maximize product understanding and customer satisfaction.
• Metrics: Organizes, coaches, and directs the 5 customer care teams’ workflow to produce operational excellence with valid daily, weekly, and monthly measurables, including but not limited to prescription transactions, accuracy rates, cycle times, and service standards.   
• Training: Align and ensure the team is provided and is following proper training on the software and processes and procedures as they have been defined to ensure compliance and operational efficiency, and to achieve their metric goals and positive results.
• Client Requirements: Understand and manage client-specific prescription and shipping procedures and requirements.
• Other: Assist in any other duties necessary to ensure the functionality of the company.

Skills and Abilities:

• You LOVE helping patients and doctors! You care about how you and your team make a customer feel over the phone or through excellent service and processes.
• You have the ability to light up a room, quick to connect and build relationships, while taking charge with an approachable interpersonal management style and strong verbal and written communication skills.
• You have a strong understanding and experience working with the different PBM’s (private, Medicare, Medical, and worker’s comp) and resolving third party errors and prior authorizations
• You have a pulse on pharmacy workflow and are able to jump in and teach other pharmacists to do the same when support is needed in intake, billing, payment, and customer service
• You have a salesperson mindset – “ABS” – finding opportunities to meet the customers’ needs, and can encourage your team to think and perform in the same way.
• You are highly analytical and know how to interpret data or scorecards to pivot your operations with a results-oriented KPI/metrics/measurables-driven approach.
• You are not afraid to make hard decisions with data and have good judgment and critical thinking when solving issues.
• You are naturally curious and ask questions to identify the root causes of issues, conduct analysis, and formulate conclusions.
• You take pride and care about the quality of your work; motivated self-starter with a great attitude, flexibility, and entrepreneurial spirit.
• You will always do the right thing, even if it’s hard.
• You are an avid learner – always interested in improving your knowledge base
• Checklists are your favorite, but you think about details and the meaning behind those checklists to ensure it make logical sense.
• You have a passion for technology and efficiency in pharmacy operations.
• You have a clear understanding of the role of a pharmacist, the significance of individual licensees, and that of the pharmacy.
• When faced with stressful situations or disagreements, you can maintain professionalism, stay positive, and communicate respectfully.
• You are organized and able to work under pressure to prioritize and manage workload, manage simultaneous tasks, and meet deadlines and critical measurables.
• You are not afraid of change, leading change, multi-tasking, and working in a fast-paced environment, onsite in Berkeley, CA.

Requirements

• Minimum requirement: 15+ years as a registered pharmacist; Must hold a clear and valid pharmacist license with the California Board of Pharmacy; Pharmacist degree – PharmD or RPh
• Proficiency in CA pharmacy law
• Shift availability and demonstrated reliability to job attendance required
• Preferred experience with The Compounder PK Pharmacy Software
• Pass drug screen test, background check, pre-employment verification process
• Read, understand, and be compliant with HIPAA and Fraud, Waste, and Abuse Training
• Software: Basic knowledge and ability to work with technology including but not limited to The Compounder PK Pharmacy Software, Zendesk, Guru, Outlook, Teams
• Physical Demands/Working Conditions:
• Standing, walking, sitting, reaching above shoulders, reaching waist level, reaching below knee, climbing, lifting above shoulder up to 20 lbs and lifting waist level up to 20 lbs
• Prolonged period and constantly operates a softphone, computer, and other office productivity tools
• Must be able to effectively communicate with co-workers, customers, and other third parties
• Our pharmacy is closed-door and all visitors must be buzzed-in and sign a visitor log. Masks, plexiglass guards, and garbing are all standard, depending on position role.

Benefits

Why Work At Valor:

• You want to continue your career in pharmacy or compounding
• You want to help patients and physicians learn about alternative medications
• You are looking for opportunities to work in and believe in a growing compounding pharmacy that invests in its compliance, technology, people, and core competencies, and lives by its core values
• You love learning new skills and are open to feedback to improve your work product
• You value having a 15-minute weekly check-in reviewed by your manager and bi-annual 360-performance reviews to ensure clarity of job expectations and growth
• Full-time employees are eligible for health benefits after 60 days
• Based on plan eligibility, can participate in the company’s 401(k) retirement plan and safe harbor match program
• Group Life Insurance (Basic, Voluntary, and AD&D)
• Group Long-term disability
• Training & Development
• Accrued paid time off up to 104 hours/13 days per year plus 7 paid federal holidays per year
• Wellness benefit of $25 per paycheck to go towards your yoga class, wheatgrass shot, or any other personal health goals
• Monthly All-Staff Meetings celebrating birthdays and anniversaries
• Company offsite engagement activities and periodic Boba Tea achievements

Compensation:

The pay band range for this full-time position is $75 - $82 per hour, or base salary is $156,000 - $170,000 + benefits. Pharmacists candidates must be hourly per the California Board of Pharmacy. Business Professionals will be salaried. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education and training. This range is determined by role, level, and location. Your level is based on our assessment of your interview performance and experience. Salary is just one component of Valor’s total compensation package for employees. Your total rewards package at Valor will include employer contributions for employee premiums of medical, dental, and vision coverage, long-term disability, life, and accidental death and dismemberment insurance, 401(k) retirement plan with safe harbor match and profit-sharing plan, monthly employee celebrations, PTO and holiday pay policy, wellness bonus, and other benefits.

About Valor Compounding Pharmacy:

Valor Compounding Pharmacy, Inc. is an At-Will, Drug Testing, and Equal Opportunity Employer. Valor is committed to a diverse and inclusive workplace, and we do not discriminate on the basis of race, national origin, gender, sexual orientation, disability, age, or other legally protected status. Valor is a multi-state licensed 503a sterile and non-sterile compounding pharmacy and holds accreditations from NABP and PCAB, and is certified by LegitScripts.

NOTE: The purpose of this document is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. This document does not reflect all job duties or requirements for every position. Requirements build as one progresses through the job levels, so any job duties required at a lower level may be required at the higher level in addition to the duties listed for that higher level. Duties, assignments, and other responsibilities may differ for similar positions based on business conditions, departmental or geographic location, and/or needs for the particular position. An individual must demonstrate successful performance in their current position before being considered for promotion. In addition, in order to promote into a higher-level position, a business need for the promotion must exist and the candidate must be considered the most qualified person for the new position. Completion of certain milestones such as obtaining an advanced degree or certification, time in current position, or developing skills to perform at the higher-level role do not guarantee a promotion.

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