Access Supervisor, Inside Sales

About This Role

This position supervises the day-to-day operations of the Inside Sales Access teams, leading and coaching the team, resolving escalated customer contacts, managing processes, and implementing continuous improvements through data analysis and project management.

Responsibilities

• Provide supervision, ensuring call handling and documentation meet regulatory requirements within pharmacy guidelines
• Supervise day-to-day operations for the Inside Sales Access team, serving as the primary escalation point for questions and issues
• Manage processes within the pharmacy process
• Define, manage, and implement enhancements to processes and systems to refine the Inside Sales structure
• Prepare daily, weekly, monthly, and quarterly reports
• Manage daily call and task productivity, ensuring accountability to role expectations
• Provide coaching and feedback in accordance with department and company goals
• Manage Inside Sales Access quality program, conducting quality audits and calibration of quality scoring with the leadership team
• Handle the most complex Customer complaints, escalations, and/or inquiries
• Ensure adherence to Regulatory, Quality, Pharmacy, and accreditation standards
• Review financial targets and work with Sr Inside Sales Leadership to assist with meeting or exceeding goals and ensuring operating and expense commitments are met
• Participate in special projects

Requirements

• Bachelor’s degree
• 5+ years of experience in an inside sales or contact center environment
• Strong sales skills
• Strong customer service skills
• Strong computer skills
• Coordination abilities
• Planning abilities

Qualifications

• Bachelor’s degree
• 5+ years of experience in an inside sales or contact center environment

Nice to Have

• Strong background in sales, the pharmacy channel, and call center operations
• Customer Service experience in a medical or health-related environment
• Knowledge of diabetes and experience supporting patients with diabetes
• Experience providing remote support in a regulated environment

Benefits