Patient Services Supervisor

LucyRx • The Colony, TX

2d • Remote

About The Position

Responsible for leading, training, and motivating a team of customer service representatives to ensure the delivery of exceptional service experience. Oversee day-to-day operations, including monitoring calls, auditing communications, and ensuring adherence to company procedures and quality standards. Plays a key role in coaching team members, handling escalated calls, and driving continuous improvement across multiple locations.

Requirements

• Licensed or certified Pharmacy Technician, or ability to obtain licensure/certification within 6 months of hire into the position.
• Proficient in Microsoft Office (outlook, excel, word, and teams)
• Excellent verbal and written communication skills
• Excellent organizational and leadership skills with problem-solving ability
• Ability to influence and persuade to achieve desired outcomes
• Ability to exercise prudent judgement, maintain confidentiality, and act in a diplomatic manner
• A well-organized and self-directed individual who is able to work with minimal amount of supervision
• Excellent follow-up and follow-through skills.
• Experience with telephony systems, CRM platforms and workforce management tools

Nice To Haves

• Experience in the Pharmacy Benefit Management (PBM) industry.
• Experience with Omni Channels across multiple locations, preferably in a role leading a team
• Working knowledge of PBM operations including claims processing and medication use.
• Familiarity with HIPAA regulations.

Responsibilities

• Manage quality assurance and call audit activities across multiple locations and lines of business, including omni channel.
• Lead efforts to build a cohesive, customer-focused team culture that delivers a positive customer experience
• Oversee workload and scheduling to meet service volume goals.
• Train and coach team members to maintain high customer service standards.
• Monitor performance metrics and implement process improvements across assigned lines of business.
• Address and resolve escalated customer issues.
• Train all new hires on systems, procedures, and service expectations and internal processes
• Perform additional duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level