Supervisor, Pharmacy Operations (2026-8068)

Caretria•,

66d•$50,000 - $55,000•Onsite

About The Position

The Supervisor manages program staff, activities, processing, order fulfillment and deliverables associated with assigned Program(s). This is a temporary position from October 2026 - March 2027.

Requirements

Bachelor's Degree and/or three (3) or more years related experience or equivalent combination of education and experience
Three (3) or more years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
Two (2) or more years of supervisory experience providing customer service to patients, clients, or customers, including meeting quality standards for services – preferably in a call center setting
Commitment to complete the ‘technician in training’ requirements approved by the Indiana Board of Pharmacy within one year of hire date, if unlicensed
Knowledge of medical terminology (including sig codes and Roman numerals), brand and generic names of medications, and general pharmacy terminology
Experience with HIPAA, PDMA, cGMP adverse events
Experience with insurance procedures, drug reimbursement issues, and claim adjudication process
Computer literacy to include operating systems, Microsoft Office Suite, presentation software, communication and collaboration tools, and Adobe PDF or comparable
Ability to read, write, speak, and understand the English language

Nice To Haves

Two (2) years of previous pharmacy technician experience with exposure to all functional areas (order entry, medical records, filling, inventory, returns, etc.)
Registered and licensed pharmacy technician by the Indiana Board of Pharmacy in good standing
Nationally certified through the PTCB or another approved certifying agency
Bi-lingual, English and Spanish
Project management experience
Customer service evaluation and satisfaction experience

Responsibilities

Direct the work force either directly or indirectly through the management hierarchy to include interviewing, selection, orienting, training, coaching, performance management, as appropriate
Coordinate and supervise the daily activities of a team pharmacy members and programs that range from routine to moderately complex. Typically, does not spend more than 5% of time performing the same work as those supervised
Assist with monitoring attendance, weekly time approval, and PTO requests
Ensures agents understand and comply with all pharmacy objectives, performance standards, and policies
Assist Team Leads with answering agent questions regarding best practices or difficult calls
Ensure necessary changes are made in staffing based on day of week, volume of work, client priority, or other anticipated or unanticipated events to ensure SLAs are achieved
Identify operational issues, suggest and implement improvements
Perform QA on agent phone calls
Monitor and evaluate agent performance, train, coach, and escalate performance issues as necessary
Monitor Key Performance Indicators (KPIs) – Identify, track and utilize KPIs to achieve business objectives and drive continuous process improvement
Perform routine audits to ensure standard operating procedure (SOP) compliance
Ensures completion of new hire on-boarding and competency training
Preparing reports and analyzing data to assist management as they determine client program goals
Working with other supervisors and management team members to support agents and maximize customer satisfaction
Keep management updated on all activities, metrics, and issues
Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or action
Monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets
Ensure that staff receive the training needed to be proficient in their roles
Answer questions and requests, respond to and refer inquiries to the Pharmacist when necessary
Provide high quality customer service to patients and doctors while protecting patient confidentiality
Perform all other duties as assigned