Supervisor, Care Team – Weekends/2nd Shift

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

📋 Description

• Provide daily oversight and guidance for Pharmacy Technicians and Leads as their direct supervisor.

• Manage timecards, oversee schedules, track attendance, and evaluate individual performance.

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

• Maintain performance at service levels and enhance team productivity.

• Assist in the implementation and refinement of Care Team workflows.

• Conduct structured feedback discussions and mentor team members.

• Monitor performance metrics, identify patterns, and support the development of action plans.

• Engage in quality monitoring and NPS survey initiatives.

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

• Oversee call or chat activity and address or escalate emerging issues.

• Maintain knowledge base materials, standard operating procedures, and training documentation.

• Apply knowledge of PBM workflows, pharmacy claims processing, and relevant industry terminology.

• Participate in special projects directed by management.

• Support cross-training initiatives across phone and chat channels.

• Ensure adherence to HIPAA, regulatory, and privacy compliance.

⛳️ Requirements

• Bachelor's degree preferred or equivalent professional experience.

• Nationally Certified Pharmacy Technician preferred.

• State licensure or registration required as applicable by law.

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

• Previous experience as a team leader, particularly leading teams of pharmacy technicians, is preferred.

• Demonstrated ability to coach, inspire, and assist frontline team members in a high-volume, service-oriented environment.

• Capable of balancing team performance metrics with individual development and engagement.

• Strong problem-solving abilities.

• Proficient in using data to identify trends, enhance team performance, and drive operational efficiency.

• Exceptional verbal and written communication skills.

• Detail-oriented, highly organized, and adept at managing multiple priorities in a fast-paced environment.

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

🏝️ Benefits

• Bonus

• Equity

• Equal Opportunity Employer

• Inclusive culture where differences are celebrated