Pharmacy Support Specialist Supervisor

TruDataRx•Franklin, TN

About The Position

The Pharmacy Support Specialist Supervisor (PSS Supv) serves as the primary operational anchor, mentor, and escalation point for the Pharmacy Support Specialist (PSS I and PSS II) teams. This role balances advanced hands-on operational execution with leadership responsibilities, including coaching underperforming staff, designing training materials, and driving process consistency. The PSS Supv resolves complex procedural issues independently, manages high-touch client or member escalations, and partners closely with the Pharmacy Operations Manager to ensure the team hits key performance and quality metrics. Beyond clinical and tactical coaching, a significant portion of this role is dedicated to day-to-day administrative people management, including tracking attendance, managing timecard compliance, and coordinating PTO schedules to ensure seamless operational coverage.

Requirements

Minimum of 3 years of experience in PBM operations is required, with a proven track record in medical necessity workflows or prior authorization case reviews. (Candidates without direct PBM experience will be considered only if they possess equivalent leadership, training, or special project management experience).
Minimum of 1 year of experience in a formal leadership, mentorship, team lead, or instructional training capacity is highly preferred.
Demonstrated ability to independently resolve highly complex, ambiguous issues and make sound operational decisions under pressure.
Exceptional verbal and written communication skills are strictly required.
Expert-level familiarity with Google Workspace products (Docs, Drive, Slides) and Microsoft Office (Word, Excel, PowerPoint), with the ability to easily learn and train others on specialized PBM system architectures.
Advanced mastery of operational platforms, PBM architectures, and CRM systems. Must be highly comfortable not only executing workflows within these modules but also troubleshooting system issues, monitoring queue dashboards, and instructing/training staff on proper platform utilization.
Pharmacy Technician experience or active certification is highly preferred.
Fast learner who is highly adaptable and motivated by long-term growth opportunities as our product suites expand.
Ability to work well with others in a collaborative environment
Ability to get things done with resources you don’t control
Willingness to admit you don’t know and ask for help
Exhibit constant curiosity and a drive to problem solve
Exhibit desire to learn and grow on a continuous basis

Nice To Haves

Leadership Experience: Minimum of 1 year of experience in a formal leadership, mentorship, team lead, or instructional training capacity is highly preferred.
Licensure: Pharmacy Technician experience or active certification is highly preferred.

Responsibilities

Serve as the immediate first point of contact for the PSS team regarding daily operational questions, complex cases, and systemic troubleshooting.
Mentor, coach, and provide daily guidance to PSS team members to foster professional growth, skill development, and consistent quality output.
Oversee the daily administrative logistics of a non-exempt workforce. This includes tracking team attendance, reviewing and approving weekly timecards, managing PTO requests, and monitoring shift adherence to ensure optimal queue coverage during peak operational hours.
Collaborate with the Pharmacy Operations Manager to identify areas for skill elevation; develop tailored improvement frameworks and deliver dedicated mentorship to successfully bridge performance variations and help team members excel. Conduct regular quality reviews of inbound calls, case documentation, and operational workflows.
Actively participate in and support the recruitment, interviewing, and selection process for incoming team members.
Resolve internal team and workflow issues independently whenever possible, or escalate to management with thorough context and actionable proposed solutions.
Lead the ongoing training process for the PSS team post-onboarding, ensuring total proficiency in operational procedures, internal systems (including Google Workspace and PBM platforms), and product knowledge.
Proactively identify training gaps across the floor; design, update, and deliver targeted training sessions and reference materials to address process updates or system modifications.
Personally manage and resolve escalated or highly complex inbound member and client concerns, ensuring comprehensive documentation and definitive resolution.
Oversee and directly contribute to administrative tasks surrounding prior authorization (PA) cases and appeals to maintain strict accuracy, speed, and regulatory compliance.
Provide expert-level support to the clinical pharmacy team during complex PA case reviews and coordinate high-touch outbound member or provider communications.
Contribute to—and occasionally act as the project manager for—special operational tasks and product expansion initiatives as assigned.
Other duties as required.