Supervisor, Patient Care
About The Position
Lumicera Health Services is seeking a Supervisor, Patient Care to provide day-to-day leadership and support to Patient Care Assistant staff. The supervisor communicates information through appropriate channels and ensures staff understand it. The role analyzes and monitors performance, implements changes as needed to meet performance metrics, and supports superior service to internal and external goals and guarantees. The supervisor stays informed about current and anticipated client or contractual requirements and departmental changes, and assists with or leads interventions as directed. The position is remote for residents of the states listed in the posting and follows a Monday–Friday, 8:00 a.m.–5:00 p.m. schedule. Travel is required 5% of the time.
Requirements
- High school diploma or GED required.
- At least 2 years of experience in a managed care, specialty pharmacy, customer service, or PBM environment required.
- Participate in, adhere to, and support compliance program objectives.
- Consistently interact cooperatively and respectfully with other employees.
- Ability to travel 5% of the time.
Nice To Haves
- Associate or bachelor's degree preferred.
- Certified Pharmacy Technician (CPhT) preferred.
- Call center experience preferred.
- Direct leadership or coaching/mentoring experience preferred.
- Pharmacy claim or benefit experience preferred.
- Knowledge of industry practices, HIPAA, and applicable data privacy practices preferred.
Responsibilities
- Ensure daily workload standards are met by understanding workflow and scheduling needs and directing staff to support those goals.
- Identify and remove barriers that prevent goals from being achieved.
- Review client transitions and changes in volume, and ensure scripting and resources are clear.
- Share information affecting staff promptly and through appropriate channels, and confirm staff comprehension through feedback or observation.
- Provide day-to-day leadership and support to department staff.
- Participate in setting and enforcing appropriate staff quality metrics.
- Conduct periodic quality monitoring of staff.
- Facilitate individual and departmental training and development needs.
- Manage the disciplinary process according to department and company policies.
- Document and retain records of training, reviews, and feedback with Specialists.
- Coach, motivate, and develop staff to produce outstanding results.
- Communicate and coordinate with hiring and temporary staffing agencies.
- Serve as a prompt escalation resource for calls, department issues, or supervisor calls.
- Triage service and technical issues to resolution and educate staff about their causes and resolutions.
- Triage issues to pharmacist staff members when appropriate.
- Keep staff resources current and clear through regular maintenance.
- Maintain technical knowledge of pharmacy processing and claims processing software, phone systems, quality monitoring and tracking tools, scheduling software, reporting suite, knowledge management application, and other applicable tools.
- Perform other duties as assigned.
Benefits
- Health, dental, and vision insurance
- 20 days paid time off
- 4 weeks paid parental leave
- 9 paid holidays
- 401(k) company match of up to 5%, with no vesting requirement
- Adoption assistance program
- Flexible spending account
- Educational assistance plan
- Professional membership assistance
- Referral bonus program up to $750
- STAR bonus with a maximum at-risk percentage of 10%
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
