Supervisor, Customer Care
Posted
At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable.
Our Vision:
Powering better health through pharmacy care driven by tech, trust and heart
Our Mission:
To deliver pharmacy care where access is effortless, care is affordable and patients come first.
Our Vision:
Powering better health through pharmacy care driven by tech, trust and heart
Our Mission:
To deliver pharmacy care where access is effortless, care is affordable and patients come first.
Summary
This position serves as a key operational leader within Customer Care, responsible for supervising Customer Care
Advocates, ensuring exceptional member experiences, resolving escalated issues, and supporting client satisfaction. The Supervisor partners closely with Client Services and internal stakeholders to support operational performance, service delivery, client escalations, and ongoing business reviews while maintaining a thorough understanding of assigned client programs and expectations.
This position serves as a key operational leader within Customer Care, responsible for supervising Customer Care
Advocates, ensuring exceptional member experiences, resolving escalated issues, and supporting client satisfaction. The Supervisor partners closely with Client Services and internal stakeholders to support operational performance, service delivery, client escalations, and ongoing business reviews while maintaining a thorough understanding of assigned client programs and expectations.
Essential Duties and Responsibilities
- Supervises subordinate personnel.
- Oversees daily operation of the Call Center, including call flow, service levels, abandonment rates, staffing coverage, and workload distribution.
- Assists the Call Center Manager in hiring, workload planning, and delegation of assignments.
- Monitors and evaluates Customer Care Advocate performance through coaching, quality reviews, productivity metrics, and observation.
- Creates performance evaluations and recommends corrective or disciplinary actions as appropriate.
- Monitors recorded and live interactions to improve quality, minimize errors, ensure compliance, and enhance the member experience.
- Develops and maintains department records, including attendance, productivity, quality, and performance reports.
- Provides assistance to members and Customer Care Advocates with escalated calls, complex cases, and unresolved issues.
- Coaches, develops, and retrains team members in areas identified for improvement, ensuring adherence to operational standards and quality expectations.
- Designs and delivers training materials, instructional resources, and coaching programs in coordination with other departments as needed.
- Identifies operational challenges, process gaps, and service trends and recommends solutions to improve efficiency, quality, and member satisfaction.
- Builds and maintains strong working relationships with clients, internal business partners, and cross-functional stakeholders.
- Maintains a comprehensive understanding of supported clients, including program objectives, service requirements, performance expectations, and client-specific operational processes.
- Collaborates with Client Services, Operations, Account Management, and other departments to investigate issues, implement corrective actions, and support continuous improvement initiatives.
- Ensures compliance with company policies, client requirements, regulatory standards, and departmental procedures.
- Other duties as assigned.
Education and Experience
- High School Diploma required.
- Post High School or specialized training a plus.
- College Degree preferred.
- Three years’ experience in call center environment, supervisory experience preferred.
- PBM or healthcare industry experience is desired.
Knowledge, Skills, and Abilities
- Speak clearly, concisely and effectively; listen to and understand information and ideas as presented verbally; excellent oral and written communication skills.
- Organize information in a clear and concise manner.
- Work with people in a manner which shows sensitivity, tact, and professionalism.
- Solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions.
- Ability to work flexible hours as needed in a 24/7 environment.
- Ability to sit at a desk using a computer and phone/headset for a large majority of their day.
Work Environment / Physical Demands
This position is in both a typical office environment which requires prolonged sitting in front of a computer and in an external environment where travel is required. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. This position is an in-office position.
This position is in both a typical office environment which requires prolonged sitting in front of a computer and in an external environment where travel is required. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. This position is an in-office position.