Pharmacy Technician Supervisor-- No Weekend Shifts

Title: Pharmacy Technician Supervisor

Job Type: Full-time, 40 hours per week

Location: Onsite 5 days per week (Monday-Friday) in Brighton, MA office

FLSA Status: Exempt

About Us

BrightonOne is a nonprofit social enterprise delivering healthcare, housing, and hope to veterans and military-connected families, with enterprise discipline in service to those who served.

Position Summary

The Pharmacy Technician Supervisor plays a vital role in supervising, training, and developing the Pharmacy Technician team while supporting the pharmacist team in delivering high-quality, comprehensive care management to patients with diverse medical needs. Serving as a key liaison between patients, providers, insurance companies, pharmacists, and pharmacy leadership, the Supervisor ensures a seamless and personalized pharmacy experience by overseeing the efficient completion of non-clinical aspects of patient care. The Supervisor provides day-to-day direction, assigns and prioritizes work, monitors workflow and productivity, provides coaching and performance feedback, and ensures team members adhere to established policies, procedures, quality standards, and regulatory requirements.

Key Responsibilities

Pharmacy Leadership

• Directly supervise, lead, and support Pharmacy Technicians in daily pharmacy operations.
• Assign and prioritize workload, monitor staffing and productivity, and ensure appropriate coverage to meet operational and patient service needs.
• Provide ongoing coaching and professional development to direct reports.
• Support hiring, onboarding, training, competency development, and performance evaluations; address performance or conduct concerns in collaboration with Pharmacy Leadership.
• Promote accountability, teamwork, and adherence to policies, procedures, quality standards, and regulatory requirements.

Patient Interaction & Care Coordination

• Supervise and support pharmacy technicians in providing timely, professional, and patient-focused service throughout the patient onboarding and care coordination process.
• Oversee accurate creation and maintenance of patient profiles, including demographics, insurance, allergies, medication history, payment information, and other required documentation.
• Ensure patients receive appropriate information regarding pharmacy services, insurance benefits, manufacturer assistance programs, refills, prescription status, authorizations, and delivery coordination.
• Serve as an escalation point for complex non-clinical patient concerns and ensure clinical or medication-related questions are appropriately referred to the Pharmacist team.

Prescription Processing & Provider Communication

• Supervise and coordinate technician prescription processing activities ensuring accuracy, timeliness, and adherence to established procedures.
• Oversee insurance claims, coordination of benefits, overrides, and other billing-related processes; support the facilitation of prior authorizations and resolution of coverage issues.
• Ensure effective communication with provider offices regarding prescriptions, refills, authorizations, formulary alternatives, patient information, and delivery requirements.
• Ensure prescriptions requiring pharmacist review or additional clinical information are appropriately identified and escalated.
• Monitor workflow and technician performance across prescription processing functions and provide coaching and support to maintain productivity and quality standards.
• Provide hands-on operational support across pharmacy workflow stations as needed, including prescription processing, patient service, fulfillment, inventory, billing, and shipping, to maintain workflow continuity, address operational needs, and support service levels.

Medication Fulfillment & Inventory Management

• Supervise medication fulfillment activities, including receiving, preparation, packaging, repackaging, and processing of medications for patient and provider shipment.
• Ensure medications are stored, handled, rotated, and restocked in accordance with pharmacy procedures, including specialty medications requiring special handling.
• Oversee technician inventory activities, including wholesale ordering, inventory monitoring, inventory checks, returns, recalls, withdrawals, and reconciliation.
• Monitor inventory accuracy and address discrepancies, shortages, and operational issues in collaboration with pharmacists and the Pharmacy Manager.

Billing, Shipping & Logistics

• Supervise technician activities related to payment processing, billing, credit card closeouts, and other financial transactions to ensure accuracy and compliance with established procedures.
• Oversee preparation and shipment of patient and provider orders, ensuring accurate packaging, delivery methods, destinations, documentation, and postage.
• Monitor shipping and delivery issues, including returned packages and delivery exceptions, and coordinate timely resolution with appropriate staff and vendors.
• Ensure technicians follow established procedures for shipping, handling, and documentation of medications and pharmacy materials.

Quality, Compliance & Process Improvement

• Ensure technician activities comply with applicable pharmacy laws and regulations, USFHP requirements, accreditation standards, medication safety practices, and organizational policies.
• Contribute to quality improvement initiatives, audits, and medication safety programs.
• Identify opportunities to improve workflow quality and efficiency, and customer experience.
• Support implementation of new processes, technology, programs, and operational initiatives under the direction of the Pharmacy Manager and Pharmacy Leadership.