Supervisor, Care Team

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

📋 Description

• Oversee daily operations and provide support for Pharmacy Technicians and Leads, which includes managing timecards, schedules, attendance, and performance evaluations.

• Collaborate with Workforce Management to modify staffing levels and queue assignments.

• Develop and enhance Care Team workflows.

• Conduct structured feedback discussions and mentor team members.

• Track performance metrics, identify patterns, and assist in the development of improvement action plans.

• Engage in quality monitoring and participate in NPS survey initiatives.

• Aid in the onboarding process for new clients and coordinate with internal stakeholders.

• Supervise call or chat activities and address or escalate issues as needed.

• Maintain knowledge base resources, standard operating procedures, and training documents.

• Demonstrate an understanding of PBM workflows, pharmacy claims processing, and relevant industry terminology.

• Involve yourself in special projects.

• Facilitate cross-training efforts for phone and chat operations.

• Adhere to regulatory and privacy standards, including HIPAA compliance.

⛳️ Requirements

• Bachelor's degree is preferred, or equivalent professional experience is acceptable.

• Nationally Certified Pharmacy Technician certification is preferred.

• State licensure or registration is required where applicable by law.

• A minimum of 3 years of experience in a healthcare contact center, retail pharmacy, PBM, or pharmacy operations environment.

• Previous experience in a leadership role, specifically managing teams of pharmacy technicians, is preferred.

• Capability to coach, inspire, and support frontline team members within a high-volume, service-oriented setting.

• Competence in balancing team performance metrics alongside individual development and engagement.

• Strong analytical and problem-solving abilities.

• Proficient in utilizing data to identify trends and enhance operational efficiency.

• Exceptional verbal and written communication skills.

• Detail-oriented, well-organized, and capable of managing multiple priorities effectively.

• Familiarity with pharmacy claims, PBM systems, and HIPAA/privacy regulations is preferred.

🏝️ Benefits

• Bonus opportunities.

• Equity participation.

• Option for remote work.

• Commitment to being an Equal Opportunity Employer with an inclusive culture.