Customer Care Supervisor

Job Description:

• Ensure the team delivers daily production goals and supports key product offerings
• Monitor and manage workload, capacity, quality metrics, cost, efficiency, performance guarantees, turnaround times, and service levels
• Set priorities and coach team members to meet service levels and member needs
• Execute talent management responsibilities including goal setting, performance reviews, feedback, discipline, development goals, business goals, and training
• Provide subject matter expertise to internal and external stakeholders through research support, project leadership, implementation support, and audits
• Maintain and update operational documentation, including SOPs, DTPs, training manuals, and related tools
• Resolve escalated client issues and inquiries by identifying root causes and delivering timely solutions
• Perform other duties as assigned

Requirements:

• Bachelor's degree in Business, Healthcare or related area of study, or equivalent combination of education and/or relevant work experience
• High school diploma from an accredited school or equivalent GED required
• 3 years of work experience in Operations Management, Pharmacy Benefit Management, Healthcare, Insurance, or a highly regulated market
• Must be eligible to work in the United States without the need for work visa or residency sponsorship
• Ability to work well within a team and build relationships across teams
• Excellent verbal and written communication skills
• Ability to coordinate multiple projects/tasks simultaneously without compromising quality
• Strong analytical, problem solving, and decision-making skills
• PBM or health care experience preferred
• Experience with RxClaims preferred
• Supervisory/people management experience preferred
• Experience with E-Prescribe, Consumer Directed Health Plans, or Benefit Edit Tools preferred
• Must comply with security responsibilities, legal, regulatory, contractual, and internal policy requirements
• Must be able to perform the essential functions of the job, with reasonable accommodations available when applicable

Benefits:

• Benefits, incentives and additional compensation are available; see the Benefits at a glance page
• Equal opportunity and affirmative action employer
• Reasonable accommodations for employees with disabilities
• Tobacco-Free Workplace