Customer Support Supervisor l Onsite - Pittsburgh
About The Position
Blink Health is a healthcare technology company focused on making prescriptions accessible and affordable. Its products, BlinkRx and Quick Save, improve access to medications and patient support. The Customer Support Supervisor manages a growing team of Patient Support Specialists and supports the Patient Support team’s daily operations, ensuring operational excellence and adherence to service-level agreements. This is a fully onsite role in Robinson Township, Pittsburgh, Pennsylvania. The supervisor monitors team and individual performance, manages queues and workflows, and collaborates with cross-functional stakeholders to implement initiatives that improve operations and productivity. The role also uses customer insights to improve processes and the customer experience, resolves complex escalations, and fosters a collaborative team environment.
Requirements
- Minimum high school diploma or GED; an Associate’s or Bachelor’s degree in Healthcare, Business Administration, Supply Chain, or a related field is preferred, with equivalent work experience considered.
- At least 3 years of leadership experience in a fast-paced environment.
- At least 2 years of customer service, call center, healthcare, pharmacy, or other relevant experience.
- Strong leadership skills, including the ability to provide critical and timely feedback and coaching to team members and business partners.
- Ability to use data to make important decisions independently.
- Strong problem-solving skills, especially when working with ambiguous information.
- Attention to detail, precision, and organization.
- Confident, patient, respectful, and clear communication.
Nice To Haves
- Associate’s or Bachelor’s degree in Healthcare, Business Administration, Supply Chain, or a related field.
Responsibilities
- Manage a growing team of Patient Support Specialists and assist with the Patient Support team's day-to-day operations to ensure operational excellence and adherence to SLAs.
- Review and analyze team and individual performance data to meet and exceed structured performance targets.
- Collaborate with cross-functional stakeholders to implement company and department initiatives that drive operational improvements and productivity gains.
- Manage the team's queue, backlogs, and workflows, making tradeoffs to optimize performance.
- Use customer insights and expertise to identify workflow and process improvements that optimize the customer experience.
- Use business expertise and discretion to resolve complex and ambiguous escalations from the Patient Success team.
- Foster a collaborative, cohesive, and enjoyable team dynamic.
Benefits
- Medical, dental, and vision coverage starting day one.
- 401(k) with Traditional and Roth options.
- Paid sick and vacation time.
- Holidays off.
- 12 weeks of paid parental leave for birthing parents and 4 weeks for non-birthing parents, including adoption and foster placement.
- Short-term and long-term disability coverage at no cost.
- Life insurance.
- Commuter FSA for pre-tax transit and parking savings.
- Free onsite parking at all pharmacy locations.
- Employee Assistance Program with counseling, life and wellness coaching, legal and financial advice, and more.
- Daily snack and drink stipend at all pharmacy locations.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
