Supervisor, SavRx Account Management Service Center

MedImpact•Fremont, NE

21h•Onsite

About The Position

The Supervisor, SavRx Account Management Services is accountable for handling daily team leadership, smart workflow improvements and workforce staffing for the Benefit Coordinators in the SavRx Account Management department. The Supervisor is accountable for guiding the Benefit Coordinator team while owning the operational frameworks that make the team successful. The position will balance team schedule needs against customer and account management incoming volumes to ensure high-quality support within established service level agreements regarding timeliness and accuracy. The Supervisor will maintain documentation of all areas of responsibility, including workforce balancing, training plans and curriculum development and implementation for agents to provide accurate service. The supervisor will be responsible for assisting in monitoring individual performance metrics and responding directly to escalated calls.

Requirements

BS/BA Degree or equivalent; 2+ years of experience (or equivalent combination of education and experience) and 1 year of supervisory experience.
Supervisory experience may be substituted with two (2) years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be completed within 12 months in new position.
High level of proficiency in Office 365; familiarity with CRM platforms preferred.
Proven experience, more than 3 years, in a customer support environment.
Basic understanding and experience implementing process improvements, change management and some exposure to Lean/Six Sigma or Agile is desired.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Building Effective Teams
Decision Quality
Informing
Confronting Direct Reports
Delegation
Organizational Agility
Customer Focus
Drive for Results
Political Savvy
While performing the duties of this job, the employee is regularly required to sit and talk or hear.
The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms.
The employee must occasionally lift and/or move up to 25 pounds.
Ability to maintain clear near visual acuity at approximately 20 inches or less (i.e., “close vision”) to accurately read fine print, view computer screens, and handle small objects.
Requires adequate color vision and depth perception to support safety and precision in detail-oriented tasks.

Nice To Haves

familiarity with CRM platforms preferred.
some exposure to Lean/Six Sigma or Agile is desired.

Responsibilities

Lead the day-to-day operations of the Benefits Coordination team, ensuring timely, accurate, and high-quality service delivery to internal and external stakeholders.
Work with Talent Acquisition and HR Business Partner to recruit, hire, onboard, train, and develop Benefit Coordinators, fostering a collaborative, customer-focused, and high-performing team environment.
Monitor and evaluate individual and team performance through regular review of productivity, quality, and service metrics, conducting ongoing coaching, performance discussions, and formal check-ins to drive continuous improvement and accountability.
Provide leadership, direction, and performance management support, including corrective action measures when necessary, to ensure adherence to department standards and expectations.
Manage daily workflow and work allocation by triaging requests and assigning client, customer, and account management support activities to Benefit Coordinators based on priorities, workload, and business needs.
Serve as the primary escalation point for complex customer issues, service concerns, operational challenges, and technical inquiries, providing guidance and solutions to ensure effective resolution.
Partner with internal stakeholders to address service issues, implement process improvements, and enhance the overall customer experience.
Develop, document, implement, and maintain standard operating procedures (SOPs), work instructions, and other operational documentation to ensure consistency, compliance, and operational efficiency.
Identify opportunities to improve team processes, workflows, and service delivery models, driving operational excellence and supporting departmental goals.
Ensure compliance with company policies, benefit administration requirements, and applicable regulatory standards while maintaining a high level of customer service and professionalism.
Continuously evaluate workflows, service delivery processes, and operational inputs to identify opportunities to improve efficiency, quality, accuracy, and customer satisfaction.
Design, implement, and maintain streamlined workflow intake processes utilizing the CMP tool to ensure consistent work routing, prioritization, and tracking.
Lead process redesign initiatives by modernizing outdated workflows and implementing automation solutions to enhance productivity, reduce manual effort, and improve service outcomes.
Establish, monitor, and report on key performance indicators (KPIs) for both the team and individual contributors, providing actionable insights to support performance management and operational decision-making.
Develop reporting and dashboard solutions that measure service levels, workload trends, quality outcomes, and operational effectiveness.
Drive a culture of continuous improvement by identifying best practices, recommending process enhancements, and implementing sustainable operational solutions.
Analyze historical workload volumes, service demand trends, and intake channels to forecast short- and long-term staffing requirements and resource needs.
Develop workforce planning strategies to ensure appropriate staffing levels are maintained to meet service expectations and business objectives.
Monitor real-time workload distribution, service levels, and team capacity, proactively adjusting assignments and resources to address demand fluctuations and prevent service disruptions.
Identify emerging trends and capacity risks, providing recommendations to leadership to optimize workforce utilization and service delivery performance.
Maintain operational readiness by balancing workload, staffing coverage, and business priorities to ensure timely response and resolution of customer requests.
Deliver exceptional customer service to both internal and external clients by serving as a trusted resource and maintaining strong professional relationships.
Effectively manage challenging or sensitive client situations through active listening, sound judgment, problem-solving, and timely resolution of concerns.
Respond promptly and professionally to client inquiries, requests, and service needs while consistently meeting established commitments and service expectations.
Gather and analyze client feedback to identify opportunities for service enhancements and continuous improvement initiatives.
Partner with clients, stakeholders, and cross-functional teams to ensure service delivery aligns with business needs and client expectations.
Represent the Account Management Service Center in client meetings, presentations, and operational discussions, providing expertise, updates, and support as needed.
Promote a client-focused culture that emphasizes responsiveness, accountability, communication, and service excellence.
Manages assigned staff in the segment area.
Responsible for the overall direction, coordination, and evaluation of the unit.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.
This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).
One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.