Delivery Coordination Supervisor

Alivia Health• GUAYNABO, PR, US, PR

About The Position

Under the leadership of the Access & Reimbursement / Delivery Coordination Manager, the Delivery Coordination Supervisor is responsible for the day-to-day execution and oversight of medication delivery coordination processes for specialty pharmacy patients following coverage approval. This role ensures that all approved cases are scheduled and coordinated in a timely and accurate manner, with a strong focus on aligning delivery timing with the patient’s administration date to support optimal treatment outcomes and operational efficiency. The Supervisor is accountable for overseeing frontline staff and ensuring that all delivery coordination activities meet defined service levels, compliance standards, and quality expectations.

Requirements

Strong interpersonal communication skills, including team leadership, conflict resolution, collaboration, and the ability to foster a positive and accountable work environment.
Excellent verbal and written communication skills, with the ability to communicate effectively with team members, patients, healthcare providers, payers, and internal stakeholders.
Ability to supervise, coach, develop, and motivate team members while promoting a collaborative, accountable, and high-performing team culture.
Strong organizational, time management, and multitasking skills, with the ability to manage multiple priorities in a fast-paced operational environment.
Results-oriented mindset, with the ability to achieve key performance indicators, productivity standards, quality expectations, and established service levels.
Ability to analyze operational performance metrics, identify trends and improvement opportunities, and implement corrective actions to optimize team performance.
Strong problem-solving, decision-making, and operational issue management skills.
Ability to adapt to changes in processes, priorities, and business needs while effectively leading change implementation within the team.
Strong customer service orientation and commitment to delivering an exceptional experience to patients, healthcare providers, payers, and internal stakeholders.
Ability to collaborate effectively with cross-functional teams to ensure operational continuity, efficiency, and alignment across departments.
Ability to maintain confidentiality and appropriately handle sensitive patient, employee, and business information.
Proficiency in Microsoft Office programs, including Word, Excel, Outlook, PowerPoint, and Teams.

Nice To Haves

Knowledge of CPR+ or similar pharmacy management systems preferred.

Responsibilities

Supervise the daily operations of the Delivery Coordination team, ensuring approved cases are scheduled, coordinated, and completed accurately and within established service level expectations.
Create work schedules, operational plans, and team priorities to ensure appropriate workload distribution, timely follow-up, and continuity of delivery coordination activities.
Monitor delivery coordination queues and case status to ensure medications are coordinated according to patient needs, administration dates, pharmacy readiness, and operational requirements.
Ensure the team confirms required delivery information, including patient availability, delivery address, medication readiness, special handling needs, and timing requirements prior to shipment or delivery scheduling.
Coordinate with Pharmacy, Case Management, Inventory, Logistics, and other operational teams to support timely delivery execution and continuity of therapy for specialty pharmacy patients.
Identify delivery delays, scheduling barriers, documentation gaps, or workflow issues and implement timely corrective actions or escalations to minimize impact to patients and operations.
Monitor and analyze Delivery Coordination performance metrics, including productivity, quality, turnaround time, backlog aging, delivery timeliness, and service level adherence.
Generate, review, and present operational reports and performance indicators to management to support decision-making, identify trends, and drive continuous process improvement.
Provide coaching, mentorship, and ongoing feedback to Delivery Coordination team members to strengthen quality, productivity, accountability, and patient service outcomes.
Collaborate with the Education team to identify training needs, support onboarding, and ensure team members complete required training related to delivery coordination workflows, systems, and service standards.
Document, manage, and escalate patient complaints, delivery concerns, missed delivery risks, or service issues, ensuring appropriate resolution aligned with established service standards.
Support operational activities such as delivery holds, list movements, delivery follow-ups, void-related coordination, and other delivery coordination processes as needed.
Provide support to team members in resolving technical issues related to delivery coordination tools and systems, escalating incidents to the Information Technology department as appropriate.
Ensure compliance with company policies, procedures, regulatory standards, privacy requirements, and internal quality expectations while promoting a culture of accountability, compliance, and exceptional patient service.
Perform other duties as assigned.