Supervisor, Care Team

Rightway•Dallas, TX

5d•$65,000 - $70,000

About The Position

The Supervisor, Care Team provides day-to-day leadership and oversight of front-line Pharmacy Technicians and Leads, ensuring the delivery of high-quality support to our members, pharmacies, and providers — whether they reach us by phone, chat, or email. This role is critical to maintaining service level performance, coaching team members, monitoring attendance and resolving escalated issues in real time. You will work closely with the Managers, Sr. Managers and cross-functional teams to uphold operational standards and foster a collaborative team culture.

Requirements

3+ years of experience in a healthcare contact center, retail pharmacy, PBM, or pharmacy operations setting, with a strong understanding of pharmacy-related customer service.
Experience as a people leader, having previously led teams of pharmacy technicians (preferred).
Proven ability to coach, motivate, and support frontline team members in a high-volume, service-driven environment.
Comfortable balancing team performance metrics with individual development and engagement.
Strong problem-solving skills, with the ability to think quickly and resolve member or provider issues in real time.
Skilled at using data to identify trends, support team improvements, and drive operational efficiency.
Excellent verbal and written communication skills, with confidence handling escalations and communicating across teams.
Detail-oriented, highly organized, and able to manage multiple priorities in a fast-paced setting.
Familiarity with pharmacy claims, PBM systems, and HIPAA/privacy requirements preferred.

Nice To Haves

Bachelor's degree preferred or equivalent work experience.
Nationally Certified Pharmacy Technician (preferred); state licensure or registration required where applicable by law.

Responsibilities

Provide day-to-day supervision and support for Pharmacy Technicians and Leads as their direct supervisor, including managing timecards, monitoring schedules, tracking attendance, and overseeing individual performance.
Partner with the Workforce Management team to adjust staffing and queue assignments for your channel, maintaining service level performance and optimizing team productivity.
Help implement and refine Care Team workflows to meet department standards, client expectations, and service guarantees.
Foster a positive team culture by conducting regular structured feedback conversations, coaching team members, reinforcing development goals, and promoting collaboration.
Monitor individual and team performance metrics, identifying trends and supporting action plans to improve outcomes.
Participate in quality monitoring initiatives and NPS survey programs that promote first-contact resolution and reduce repeat member outreach.
Assist with onboarding new clients by preparing frontline teams and coordinating across internal stakeholders to ensure readiness.
Proactively monitor call or chat activity to identify emerging issues, escalating or supporting resolution as needed, including member escalations.
Help maintain knowledge base materials, standard operating procedures, and training documentation shared across channels.
Demonstrate a working understanding of PBM workflows, including pharmacy claims processing and industry terminology.
Participate in special projects as determined by management, utilizing your expertise and skills to drive business outcomes.
Support cross-training efforts, helping your team build skills across both phone and chat.
Uphold compliance with regulatory and privacy requirements, including HIPAA, across all member interactions.