Supervisor Patient Care

Why Birdi?

At Birdi, we believe exceptional patient experiences start with exceptional teams. Our Patient Care team serves as a critical connection between patients and the medications they need, providing support, guidance, and timely resolution throughout the prescription fulfillment process.

We're seeking a people-focused leader who is passionate about coaching teams, driving performance, and creating a culture of service excellence. If you thrive in a fast-paced environment and enjoy developing others while improving operational results, we'd love to hear from you.

About the Role

The Supervisor, Patient Care is responsible for the daily leadership, development, and performance management of the Patient Care team. This team supports patients, providers, and internal partners by responding to inquiries and resolving issues related to the prescription fulfillment process.

This role provides hands-on leadership, coaching, and operational oversight to ensure service levels, quality standards, and productivity goals are consistently achieved. The Supervisor partners closely with leadership to improve workflows, enhance the patient experience, and support department objectives.

What You'll Do

Team Leadership & Development

• Lead, coach, and motivate Patient Care Representatives to deliver exceptional patient service.
• Foster a professional, positive, and collaborative team environment.
• Provide daily direction and communication to ensure operational priorities are understood and executed.
• Mentor team members to support skill development, career growth, and performance improvement.
• Conduct regular coaching, feedback, and performance management discussions.
• Manage employee performance in accordance with company policies and procedures.
• Support promotions, transfers, disciplinary actions, and terminations when necessary.

Operations Management

• Oversee daily patient care operations to ensure calls, emails, and inquiries are handled accurately and efficiently.
• Ensure service levels, productivity goals, and quality standards are consistently achieved.
• Manage departmental schedules, attendance records, and timekeeping processes.
• Monitor staffing levels and workload distribution to support operational demands.
• Handle escalated patient, provider, and client concerns professionally and effectively.

Quality & Performance Management

• Monitor customer interactions to evaluate:
  • Customer service excellence
  • Communication skills
  • Technical accuracy
  • Policy and procedure compliance
• Provide coaching and corrective guidance when needed.
• Track and analyze team performance metrics.
• Ensure team members achieve established productivity, quality, and service-level goals.
• Develop action plans to address performance gaps and improve results.

Process Improvement

• Evaluate existing processes and identify opportunities for operational improvements.
• Recommend solutions that increase efficiency, service quality, and patient satisfaction.
• Assist with the development, implementation, and maintenance of standard operating procedures.
• Support departmental initiatives focused on continuous improvement and operational excellence.

Talent Acquisition & Training

• Participate in recruiting, interviewing, and hiring activities.
• Assist with onboarding and training of new team members.
• Ensure employees receive ongoing development and support.
• Help establish training resources and best practices for the department.

Collaboration & Communication

• Partner with internal departments to resolve operational issues and improve the patient experience.
• Communicate departmental updates, performance expectations, and operational priorities.
• Build strong relationships across the organization to support business objectives.
• Serve as a key resource for escalations and problem resolution.

Additional Responsibilities

• Resolve complex patient service concerns and escalated issues.
• Maintain confidentiality of patient and company information.
• Support special projects and departmental initiatives.
• Perform additional duties as assigned.

What You'll Bring

Required Qualifications

Education

• Bachelor's degree in Business, Healthcare Administration, or a related field preferred.
• Equivalent customer service or call center leadership experience may be considered in lieu of a degree.

Experience

• Minimum of 3 years of experience in a customer service or call center environment.
• Demonstrated people leadership or staff management experience.
• Experience coaching and developing employees.
• Experience managing operational performance metrics.
• Healthcare, pharmacy, mail-order pharmacy, or specialty pharmacy experience preferred.

Knowledge, Skills & Abilities

• Strong leadership and team-development capabilities.
• Excellent conflict resolution and problem-solving skills.
• Ability to independently identify, research, and resolve issues.
• Strong interpersonal skills with the ability to build relationships at all levels of the organization.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.
• Ability to manage multiple priorities and deadlines.
• Ability to delegate effectively and achieve results through others.
• Ability to maintain confidentiality and exercise sound judgment.
• Self-motivated and able to work with minimal supervision.
• Ability to perform effectively in a fast-paced environment.
• Proficiency with Microsoft Office and related software applications.
• Flexibility to work extended hours, weekends, and holidays as business needs require.

Preferred Qualifications

• Licensed Pharmacy Technician.
• Medicare Part D knowledge.
• Bilingual in English and Spanish.
• Experience in:
  • Specialty Pharmacy
  • Mail Order Pharmacy
  • Healthcare Customer Service
  • Patient Services
  • Pharmacy Benefit Management (PBM)

Key Competencies

• People Leadership
• Coaching & Development
• Customer Service Excellence
• Performance Management
• Conflict Resolution
• Problem Solving
• Operational Excellence
• Team Building
• Communication
• Accountability
• Process Improvement
• Patient Experience

Work Environment

• Home-based and/or call center environment.
• Exposure to moderate call center noise levels.
• Minimal exposure to adverse environmental conditions.
• Ability to sit and work at a computer for extended periods.
• Frequent telephone and computer interaction throughout the workday.

Why This Role Matters

The Supervisor, Patient Care helps shape the experience patients have with Birdi every day. By leading a high-performing team, resolving complex issues, and driving service excellence, this role directly impacts patient satisfaction, operational performance, and team success.

Your leadership will help ensure patients receive the support, information, and service they need throughout their prescription journey.

Equal Employment Opportunity Statement

Birdi is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. We make employment decisions without regard to race, color, religion, creed, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, marital status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

Birdi is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the recruitment process and employment relationship. If you require an accommodation, please notify a member of our Talent Acquisition team.