Supervisor Patient Care

Birdi•Plymouth, MI

2d•Hybrid

About The Position

The Supervisor, Patient Care is responsible for leading and supporting a team of Patient Care representatives who assist patients, providers, and internal stakeholders throughout the prescription fulfillment process. This role provides day-to-day oversight of team performance, customer service operations, workforce management, and issue resolution while ensuring exceptional service delivery and a positive patient experience. Working closely with leadership and cross-functional departments, the Supervisor, Patient Care serves as a coach, mentor, and operational leader who promotes team engagement, drives performance outcomes, and supports continuous improvement initiatives. This role is ideal for a customer-focused leader who thrives in a fast-paced healthcare environment and is passionate about developing people, improving processes, and delivering exceptional service.

Requirements

Demonstrated leadership skills with the ability to motivate, coach, and develop team members.
Ability to delegate responsibilities and achieve results through others.
Strong relationship-building abilities with all levels of the organization.
Proven ability to foster collaboration and teamwork in a fast-paced environment.
Strong customer service orientation with a commitment to delivering exceptional experiences.
Excellent facilitation and conflict resolution skills.
Ability to professionally manage escalated situations and sensitive customer concerns.
Strong interpersonal skills with the ability to communicate effectively and diplomatically.
Ability to independently identify, research, and resolve issues.
Strong analytical thinking and problem-solving capabilities.
Ability to exercise sound judgment while maintaining confidentiality.
Demonstrated ability to make timely and effective decisions in a dynamic environment.
Strong organizational and time-management skills.
Demonstrated ability to manage multiple priorities and deadlines simultaneously.
Self-directed and capable of working with minimal supervision.
Ability to perform efficiently in a fast-paced, service-driven operation.
Strong attention to detail and commitment to operational excellence.
Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
Experience utilizing customer service, call center, CRM, and healthcare-related software platforms.
Ability to analyze operational performance data and reporting metrics.
Bachelor's degree in Healthcare Administration, Business Administration, or a related field; equivalent customer service or call center supervisory experience may be considered in lieu of a degree.
Bilingual in English and Spanish required.
Minimum three (3) years of experience in a customer service or call center environment.
Prior staff management or supervisory experience required.
Proficiency with Microsoft Office Suite and industry-related software applications.

Nice To Haves

Experience managing schedules, attendance tracking, and workforce management tools preferred.
Experience within healthcare, pharmacy, mail-order pharmacy, specialty pharmacy, or a related healthcare services environment preferred.
Licensed Pharmacy Technician credential.
Knowledge of Medicare Part D programs, regulations, and member services.
Experience supporting pharmacy, healthcare, managed care, or specialty pharmacy operations.
Familiarity with prescription fulfillment processes and patient care workflows.
Understanding of healthcare compliance and patient privacy requirements.

Responsibilities

Promote and foster a professional, positive, and high-performing team environment through effective leadership and coaching.
Provide daily direction, guidance, and support to Patient Care team members.
Lead, mentor, and develop staff while promoting accountability and engagement.
Assist team members in resolving complex customer concerns and operational challenges.
Conduct regular coaching sessions, performance discussions, and development planning activities.
Participate in the recruitment, interviewing, onboarding, and training of new team members.
Manage employee performance in accordance with company policies and procedures.
Support personnel actions including promotions, transfers, corrective actions, and terminations as appropriate.
Ensure calls and customer inquiries are handled accurately, professionally, and within established service level expectations.
Monitor daily operations to ensure efficient workflow and timely issue resolution.
Handle escalated customer interactions and provide resolution for complex concerns.
Monitor customer service interactions to evaluate soft skills, technical accuracy, compliance, and overall customer experience.
Ensure adherence to department policies, procedures, and quality standards.
Promote a patient-centered culture focused on service excellence and positive outcomes.
Manage team schedules, attendance tracking, and workforce coverage to meet operational demands.
Monitor departmental performance metrics, quality standards, productivity measures, and service level goals.
Ensure team members achieve established performance objectives and key operational targets.
Analyze trends, identify performance gaps, and implement corrective actions when necessary.
Maintain visibility into workload distribution and staffing needs to support business objectives.
Evaluate existing workflows, processes, and procedures to identify opportunities for improvement.
Recommend and implement solutions that enhance efficiency, quality, compliance, and customer satisfaction.
Assist with the development, maintenance, and implementation of departmental standard operating procedures.
Collaborate with pharmacy operations, leadership, and internal stakeholders to resolve operational issues and support organizational initiatives.
Participate in special projects and continuous improvement efforts designed to enhance patient and customer experiences.
Maintain accurate records relating to attendance, scheduling, performance management, and operational reporting.
Ensure compliance with company policies, regulatory requirements, and departmental standards.
Support leadership initiatives and departmental priorities as assigned.
Perform other duties as assigned.