Ardon Health

Based in Portland, Oregon, Ardon Health offers specialty pharmacy care with a human touch. We embrace the full health ecosystem —because getting better isn't just about filling a prescription. To foster good health, we connect patients, providers, manufactures, payers and the community with healthy tools and resources.

Ardon offers a unique and modern work environment that blends teamwork, excellence and open communication. Our team members grow and develop skills together while providing a high-quality, well-rounded patient experience.

We are currently looking to expand our team and develop Ardon team members in all areas of core business functions.

We are looking for a skilled Call Center Supervisor to provide leadership to the customer service staff to ensure patient inquiries are adequately answered and effectively resolved. Supervisor will work with staff to promote a high degree of patient focus and dedication to exceed expectations. This position is responsible for assisting in quality assurance, process improvements, audit, accreditation, surveys, tracking, workflow, and providing support in other functional areas of the operations in the call center.

Primary Functions:
1. Provides day-to-day leadership and leading the team to success in achieving patient service goals.
2. Continuously assesses workflows in order to better understand the needs of the customers and organization.
3. Provides effective two-way feedback to motivate high performance and a productive environment.
4. Monitors staff members’ performance and schedules according to departmental standards.
5. Ensures all customer service staffs are properly trained/cross-trained and adheres to defined security procedures, as well as communicates sources of potential loss to management.
6. Audits departmental files, procedures, and records to ensure quality and compliance.
7. Utilizes financial knowledge in managing expenses, invoicing vendors, and inventory control.
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8. Partners with Clinical and Operations departments on patient satisfaction issues and in support of policy and communications.
9. Develops and manages departmental reports for volume, service levels, productivity, and other markers.
10. Develops escalation processes that empower customer service staff to meet patient needs.
11. Recruits, selects, trains, develops, evaluates, motivates, terminates, and retains staff for the successful performance of the department and achievement of company objectives.
12. Trains new employees on operational compliance and performs annual training for current employees.
13. Plans, prepares, and devises work schedules according to budgets and workloads.
14. Develops, recommends, and implements programs and objectives to achieve business strategies and goals relative to profitability, cost control, and organizational effectiveness.
15. Develops, recommends and implements short and long range objectives.
16. Demonstrates the behavioral and technical competencies necessary to effectively complete job responsibilities. Takes personal initiative for technical and professional development.
17. Recognizes customer needs, delivers on customer commitments, recovers quickly from errors, and removes barriers to customer service.
18. Audits customer services accreditation standards for consistency and periodic recertification.
19. Works with Contract & Compliance Office on compliance audits and documentation of training.
20. Provides scripts to guide phone calls.
21. Keeps abreast of new company products and services.
22. Handles major incidents that cannot be resolved by customer service staff.
23. Analyzes data and statistics.
22. Trains customer service staff on how to adequately address problems over the phone and how to write correspondence.
23. Maintains active Oregon license. Immediately informs supervisor (and Oregon Board of Pharmacy within 10 days) of any arrests, convictions, suspected or known violations of law, or any other conduct that might affect or has affected license status. Reports to Oregon Board of Pharmacy within 15 days any residence address or employment changes.
24. Complies with the company’s Human Resources policies, Employee Handbook, Code of Conduct and all department policies and procedures, including protecting confidential company, employee, and customer information; attending work punctually and regularly; and adhering to good safety practices in all activities.
24. Performs other duties and projects as may be assigned.

What is a day at Ardon like? When we aren’t diligently working to change our patients’ lives, we’re planning potlucks, playing foosball, or celebrating this month’s birthdays (cake and balloons required). Each day we come to work excited and enjoy what we do. Our progressive environment embodies the notion that life is meant to be shared and lived well, through hard work, compassion, camaraderie and community.

We work to build trusted relationships and to be a resource that patients can turn to for help. We value this responsibility and take great pride in the opportunity we have to meet the specialty pharmacy needs of our customers. Team Ardon has a passion for providing great service and helping others. 

Ardon Health seeks to allow equal employment opportunities for all qualified persons without regard to race, religion, color, age, sex, sexual identification or orientation, national origin, marital status, disability, veteran status or any other status protected by law.