Supervisor, Customer Care

The Supervisor, Customer Care Center, under the direction of the department leader, is responsible for ensuring that their team provides extraordinary patient concierge health care services enabling access to care for prescription medications. This individual will be interacting directly with 8-12 staff members and potentially our patients, physicians, and/or pharmacies related to providing access to care on behalf of our clients’ copay assistance programs. This people leader position is part of a highly concierge ‘white glove’ service team that will manage the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our client’s copay assistance programs. This position requires someone with strong leadership and employee engagement skills. In addition, this position will ensure a culture of empathy and customer service and possess strong empathy soft skills and experienced in patient care / health care case management engagement. This person will be working in a matrix environment and interfacing with multiple internal areas focused on training/quality and will often interact with our clients on how to improve the program offering.   What you will do: Serve as the team supervisor / people leader responsible for ensuring that their team provides extraordinary patient concierge health care services enabling access to care for prescription medications. Interact directly with 8-12 staff members and potentially our patients, physicians, and/or pharmacies related to providing access to care on behalf of our clients ‘copay assistance programs.This people leader position is part of a highly concierge ‘white glove’ service team that will manage the patient experience from start to finish by providing program information, eligibility, reimbursement support, and general assurances and ease of use in supporting our client’s copay assistance programs. This position requires someone with strong leadership and employee engagement skills. In addition, this position will ensure a culture of empathy and customer service and possess strong empathy soft skills and experienced in patient care / health care case management engagement. This person will be working in a matrix environment and interfacing with multiple internal areas focused on training/quality and will often interact with our clients on how to improve the program offering. Provides daily feedback and coaching fostering an environment of active employee engagement and world class customer service. Monitors workloads and rebalances as needed and manages attendance and approves time. Refers requests for escalation as needed and engages other internal areas such as Program Management, IT and other Contact Center teams to resolve issues. Provides input and feedback to Quality Management and Training as subject matter experts to improve processes, procedures and training. Performs other duties as required. What we need for you: 7-10 years in a health care / case management setting with experience in high volume call centers. High School or GED required. College Degree preferred. Experience in pharmacy benefits and health care insurances a major plus. Medical billing background a plus. Strong experience in a health care case management or patient experience setting. Health care or pharmaceutical experience is required. Very strong oral and written communication skills. Fluent in English/Spanish (a plus). Strong organizational skills. Responsible and driven to drive world class customer service and patient outcomes. Must have an extreme sense of patient/customer empathy.Strong problem-solving skills and ability to manage effectively through ambiguity and complex situations and self-lead.

Salary : $0