Supervisor, Patient Support (2026-8100)

Caretria•,

10d•$50,000 - $60,000

About The Position

The Supervisor, Patient Support manages program staff, activities, processing, order fulfillment, and deliverables for assigned programs. The role oversees pharmacy team members and daily program activities, supports staff development and performance, monitors service levels and business results, and helps ensure a high-quality, confidential experience for patients and doctors. The supervisor works with team leads, other supervisors, and management to address operational needs, improve processes, and keep staff informed of relevant changes.

Requirements

Bachelor's degree and at least three years of related experience, or an equivalent combination of education and experience.
Three years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, a pharmaceutical and/or biotech manufacturer, insurance, a medical office, or a related field.
Two years of supervisory experience.
Experience with HIPAA, PDMA, cGMP, and adverse events.
Ability to coach, train, motivate employees, and evaluate performance.
Service-minded approach focused on recognizing and meeting the needs of patients and care partners.
Ability to manage own time and that of direct reports, coordinate resource allocation, adhere to budgets, and seek cost reductions that support customer satisfaction.
Personal initiative and commitment to team and organizational goals.
Ability to work independently with minimal supervision and under pressure, prioritizing responsibilities appropriately.
Flexibility in response to changing workflows and unexpected demands.
Excellent verbal and written communication, analytical, problem-solving, decision-making, interpersonal, customer service, and organizational skills, with attention to detail.
Excellent typing and keyboarding skills; ability to accurately and efficiently enter information into computer software.
Ability to learn using a variety of techniques, follow established process flows, manage ambiguity, and make decisions about appropriate courses of action.
Ability to multitask effectively and work effectively in highly stressful situations.
Strong computer skills, including Microsoft Office products.
Basic math skills and ability to recognize subtle differences in names and numbers.
Physical ability to perform extensive keyboard, mouse, and phone tasks; sit for prolonged periods; frequently reach, handle, and feel with hands and arms; occasionally stoop, kneel, crouch, and lift, carry, or move up to 25 pounds.
Work activities are located 100% indoors; the position involves constant phone use and exposure to noise and/or vibrations.

Nice To Haves

Specialty pharmacy experience.
Supervisory experience in a call-center environment.
Project management experience.
Bilingual English and Spanish.

Responsibilities

Direct workforce activities, including interviewing, selection, orientation, training, coaching, and performance management as appropriate.
Coordinate and supervise daily activities of pharmacy team members and programs ranging from routine to moderately complex.
Assist with monitoring attendance, weekly time approvals, and PTO requests.
Ensure agents understand and comply with pharmacy objectives, performance standards, and policies.
Assist team leads with agent questions about best practices and difficult calls.
Adjust staffing based on workload, client priorities, and anticipated or unanticipated events to help achieve service-level agreements.
Identify operational issues and suggest and implement improvements.
Perform quality assurance reviews of agent phone calls.
Monitor and evaluate agent performance; train, coach, and escalate performance issues as needed.
Track and use key performance indicators to achieve business objectives and drive continuous process improvement.
Conduct routine audits to ensure compliance with standard operating procedures.
Coordinate new-hire training plans with the training department and ensure staff receive the training needed for their roles.
Prepare reports and analyze data to assist management in determining client program goals.
Work with other supervisors and management to support agents and maximize customer satisfaction.
Keep management informed about activities, metrics, and issues.
Communicate and follow up so representatives are informed about products, procedures, customer needs, and company-related changes or actions.
Monitor individual, team, and call-center results; identify and act on positive and negative performance trends to support revenue goals and performance targets.
Answer questions and requests, and respond to or refer inquiries to a pharmacist when necessary.
Provide high-quality customer service to patients and doctors while protecting patient confidentiality.