Nufactor facilitates the delivery of specialty pharmacy products and services for chronically ill patients throughout the United States. The Client Services Supervisor is responsible for many aspects of the patient’s care. Including but not limited to on-going patient support services, obtaining patient updates, orders, service needs, placing medication orders, coordination of clinical needs, understanding of Immune, Neurological, Coagulopathy and other Disease states and their medication and management needs for home administration.
The Client Services Supervisor is responsible for being the liaison between the patients and our contracted nursing partners as well as the other divisions of the company. The Client Services Supervisor partners with all other departments to proactively care for all aspects of our services that directly impact our patient services, corporate values and patient retention.
The Client Services Supervisor is responsible for supervision of CSS I & CSS II direct reporting staff, CSS Team as a whole and support of Director of Customer Service as needed and appropriate. Supervisory duties to include training, mentoring, guidance, quality auditing and assistance for client services team.
Essential Functions and Duties
Promote the nufactor service model, product lines and positive corporate image.
Provide support, leadership and training to CSS I & CSS II Team members as well as the whole team, as needed.
Maintain a patient load of approximately 30 patients and attend to all needs of the patients under your care. Needs include but are not limited to: on-going patient support services, obtaining patient updates, orders, service needs, placing medication orders, coordination of clinical needs, understanding of Immune, Neurological and Coagulopathy Disease states and their medication and management needs for home administration.
Maintain appropriate patient load within the required time lines and refill policy needs for contact, dispense, delivery and infusion needs.
Work within the processes and directives that are given to you to ensure that work is consistent, professional, efficient and completely documented within our current system of record within the processes that are provided to you.
Collaborate with Client Services peers to work as a team unit. Assisting and covering appropriately for one another for all support, coverage and company needs, concerns or issues. Including being proficient and a member of our weekend On-Call rotation.
Gain a full understanding of the technology needed to complete the CSS job. Including but not limited to iPhone use, Laptop computer, Software programs and needs and CPR+ or our current system of record.
Responsible for patient charting and documentation as directed. All charting and/or documentation to be completed in our system of record within 24 hours of occurrence. Patient notes and communications are to be put accurately and appropriately in CPR+ and all other necessary systems, forms, etc. in a timely manner.
Receive patient referrals when appropriate from direct patient referral sources. Forwarding to Intake Department for follow up.
Network with consumer groups, fundraising organizations, etc. as time permits and within direction from management. Including but not limited to attending local, regional and national events and tradeshows as directed.
Maintain a professional and ethical relationship with all work peers and customers. Including but not limited to patients, caregivers, Nursing Agencies, Nurses, referring/prescribing physicians, hospitals, outpatient clinics, manufacturer representative, consumers etc. The CSS is responsible for their behavior at all times in all situations, always promoting high level professionalism and nufactor corporate values.
Obtain all information necessary for continuity of care and appropriate clinical and reimbursement process needs. Including but not limited to updated patient statistics (weight, height etc.), allergies, updated health issues, insurance changes etc. all within the timeline provided by our nufactor Refill policy and procedure.
Track via FedEx.com, confirm with patient, follow up as needed and document in CPR+ every patient delivery.
Partner with internal staff to resolve delivery issues when medication deliveries are delayed for any reason.
Work closely with patients, pharmacy and internal staff in any event of a medication recall.
Continuously strive to improve processes and service quality to internal and external customers.
Communicate thoroughly, timely and regularly with direct supervisor regarding any and all questions, concerns, needs or issues.
Communicate and partner with all necessary teammates to ensure our nufactor DME (pumps) are tracked, maintained and returned as needed. Always working towards compliance to the best of the CSS ability.
Communicate, lead, train and partner with all CSS Team members on a consistent and daily basis, providing supervisory direction when necessary and appropriate.
Conflict resolution for conflicts, concerns or complaints internally or externally including active participation and guidance through resolution as well as reporting and/or working with Human Resources as needed and appropriate.
Work with the Director of Customer Service to ensure department, patient load and team needs are attended to consistently, professionally, fairly and as appropriate.
Step in as appropriate when Director of Customer Service is out or in need of coverage.
Work from a remote/home office with efficiency and effectiveness. Working a full 40+ hour work week in your office space being accounted for by your work, your actions and your active availability via company issued Mitel phone, computer and iPhone during an established daily/weekly time schedule.
Adheres specifically to all company policies and procedures, Federal and State regulations and laws.
Display dedication to position responsibilities and achieve assigned goals and objectives.
Represent the Company in a professional manner and appearance at all times.
Understand and internalize the Company’s purpose; Display loyalty to the Company and its organizational values.
Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and; respect the diversity of our work force in actions, words, and deeds.
Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.
Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the company. Immediately report any concerns or violations.
Other duties as assigned
Active Supervisory role working with Director of Customer Service as directed. Including but not limited to:
Active role and deeper understanding of any active or new systems required for CSS position.
Active lead role working with Director of Customer Service in developing and maintaining training items, schedules and needs.
Active role in all new and/or existing team member trainings.
Approval of Employee expenses for CSS I & CSS II reporting staff.
Approval of Employee of Paycom time off requests.
Active role in approval and coverage of work for CSS I, CSS II & CSS III during staff vacations, leave of absence or PTO.
Active role in defining, refining, maintaining work process and needs.
Assist with building a firm foundation for incoming and existing team members.
Promoting solidarity and trust while maintaining an efficient, ethical, proactive work environment both within and outside our CSS Team.
Complete annual reviews on all direct reports.
Other duties as assigned.
Support to Director of Customer Service. Available as back up in supervisory role as needed and directed by manager. Active role in all training needs for both new and existing team members. First report for all Client Service Specialist I and II team members. CSS Supervisor will also maintain a patient load of approximately 30 patients while being available for supervisory needs of the team and assisting in coverage for CSS members out of the office.
Education, Knowledge, Skills and Experience
High school diploma or equivalent
College degree preferred but not required
Excellent understanding of Immune Deficient, Hemophilia and other chronic disease states.
Understanding of Immune Globulin and MAB substances
Ability, flexibility and desire to participate in all aspects of a patient’s care needs, community projects and events that occasionally occur during usual work hours (i.e.: evening hours or on weekends).
Ability to travel 10 - 20% of the time, overnight travel of one (1) to five (5) days travel occurrence may be required 1 to 3 times annually.
Client Services Supervisor position also requires an extensive understanding of computer process and systems as well as a willingness to learn and define required processes with Director of Customer Service and for CSS Team as a whole.
This position requires a willingness to consistently meet requirements of our current job process while partnering with Director of Customer Service to continually refine and improve efficiency in all processes.
Integrity is key.
A firm foundation of computer knowledge, process driven, understanding of Microsoft Office.
Minimum five (5) years’ experience in chronic disease state management or relative health care industry including sales, clinical services or customer service.
Bi-lingual is a plus
Must have strong organizational skills
Must have a detail orientation and the proven ability to prioritize work
Must have effective verbal and written communication skills
Must have the ability to work with limited supervision and as part of a team
Sound decision-making abilities
Ability to develop, maintain and enhance supportive relationships with patients, caregivers, nurses, physician office staff, community members and professional organizations as well as our internal partners within the rest of our company.
Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must have the ability to view a computer screen for long periods and the ability to sit for extended periods. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. Must have the ability to lift and maneuver items of at least 20 lbs. Must have the ability to travel occasionally. Working condition include normal office setting/warehouse.
Learning, thinking, concentration and the ability to work under pressure, particularly during busy times. Must be able to pay close attention to detail and be able to work as a member of a team to ensure excellent customer service. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary. Must be proactive in finding solutions.
Client Services Specialist I and Client Services Specialist II team members within their coverage area assigned.
FFF Enterprises is an EEO/AAP employer; all business decisions (employment, promotions, compensation, etc.) are made without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status. FFF Enterprises promotes an equal employment opportunity workplace which includes reasonable accommodation consideration of otherwise qualified disabled.
The above statements are intended to describe the general nature and level of work being performed by the incumbent assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and/or skills required of all personnel so classified.
The undersigned employee acknowledges receipt of the Job Description for the employee’s position and understands the essential functions, responsibilities and qualifications of the position. Furthermore, the employee acknowledges that this Job Description does not include all of the essential functions of this position, and that these essential functions may change as deemed necessary by the manager.
About FFF Enterprises, Inc and Nufactor Specialty Pharmacy
FFF Enterprises is the nations must trusted specialty distributor of plasma products, vaccines, biosimilars, and other specialty biopharmaceuticals and pharmaceuticals. Our partners include the largest and most influential GPO’s, servicing over 80% of United States hospitals and supplying the nations leading non-acute care sites. Our unprecedented programs unite manufacturers, GPO’s and hospital partners, resulting in cost-containment and more access to common and uncommon products.
Nufactor is the specialty pharmacy subsidiary of FFF Enterprises. It is dedicated to the chronic illness community, providing specialty products, in home infusions, and individualize patient care on a daily basis. Some of the services include 24/7 on call pharmacists, 24/7 on call infusion experts, Nursing services, patient and physician educational programs, patient advocates, and administrative services.