Customer Care Foundation Supervisor

WellDyne

About The Position

The Customer Care Foundation Supervisor provides operational leadership and oversight for call center and eligibility teams supporting a pharmaceutical manufacturer’s patient assistance foundation and copay assistance programs. This role ensures exceptional, compliant service delivery across patient intake, eligibility determination, enrollment and ongoing case management. The Supervisor is responsible for staff performance, workload management, quality assurance, training, and continuous process improvement while serving as the primary escalation point for complex patient and client issues.

Requirements

High School Diploma or equivalent
3+ years of experience in healthcare, call center, copay assistance or pharmacy related environment.
2+ years of supervisory experience in pharmacy or healthcare related field.
Operational leadership
Compliance and quality management
Performance coaching and accountability
Process improvement and efficiency
Relationship management and communication

Nice To Haves

College Degree preferred.
Florida Registered Pharmacy Technician License, in good standing preferred.

Responsibilities

Maintains staffing, determining workload and delegating assignments.
Drive efficiencies to meet Key Performance Indicators related to call center productivity, billing accuracy, turnaround time, and customer satisfaction.
Creates performance reviews and recommends corrective or disciplinary actions.
Coordinate and assist with all employee training and development.
Design and/or prepare training/instructional materials, teaching aids and devices, on occasion involving coordination with outside departments.
Monitors random calls to improve quality, minimize errors and track operative performance.
Coaches and re-trains as specific areas for improvement are identified.
Develops and maintains area specific records such as attendance and performance reports, etc.
Serve as the primary escalation point for complex or unresolved patient, provider, pharmacy and internal issues, including eligibility disputes, escalated calls and complaints.
Able to clearly identify problem areas and address accordingly.
Build and maintain relationships with clients and key personnel.
Contributes to and supports an atmosphere of effective teamwork and coordination.
Ensure proper identification, documentation, and reporting of adverse events and product complaints.
Foster an environment of teamwork, collaboration, accountability, and patient centered service.
Performs additional duties as assigned.