Customer Care Supervisor

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Ensure that the team achieves daily production targets while supporting essential product offerings.

• Oversee and manage workload, capacity, quality metrics, cost, efficiency, performance guarantees, turnaround times, and service levels.

• Establish priorities and mentor team members to fulfill service levels and meet member needs.

• Carry out talent management duties including goal setting, performance evaluations, feedback, disciplinary actions, development objectives, business objectives, and training.

• Offer subject matter expertise to both internal and external stakeholders through research assistance, project leadership, implementation support, and audits.

• Keep operational documentation current, including SOPs, DTPs, training manuals, and related tools.

• Address escalated client issues and inquiries by identifying underlying causes and providing timely solutions.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's degree in Business, Healthcare, or a related field, or an equivalent combination of education and/or relevant work experience.

• High school diploma from an accredited institution or equivalent GED is required.

• A minimum of 3 years of experience in Operations Management, Pharmacy Benefit Management, Healthcare, Insurance, or a similarly regulated industry.

• Must be authorized to work in the United States without requiring a work visa or residency sponsorship.

• Strong ability to collaborate effectively within a team and foster relationships across departments.

• Exceptional verbal and written communication abilities.

• Capability to manage multiple projects/tasks concurrently without compromising quality.

• Robust analytical, problem-solving, and decision-making skills.

• Prior experience in PBM or healthcare is preferred.

• Familiarity with RxClaims is preferred.

• Supervisory or people management experience is preferred.

• Experience with E-Prescribe, Consumer Directed Health Plans, or Benefit Edit Tools is preferred.

• Must adhere to security obligations, legal, regulatory, contractual, and internal policy requirements.

• Must be able to perform the essential functions of the role, with reasonable accommodations provided when applicable.

🏝️ Benefits

• A range of benefits, incentives, and additional compensation options are available; please refer to the Benefits at a glance page.

• We are an equal opportunity and affirmative action employer.

• Reasonable accommodations are available for employees with disabilities.

• Tobacco-Free Workplace.