Supervisor, Pharmacy Contact Center (Second Shift) - Remote

Overview

As the Supervisor of the Pharmacy Contact Center, you will provide day-to-day leadership and oversight of front-line pharmacy service representatives, ensuring the delivery of high-quality support to our members, pharmacies, and providers. This role is critical to maintaining service level performance, coaching team members, and resolving escalated issues in real time.

In Short

• Provide day-to-day supervision and support for pharmacy contact center representatives.
• Support workforce management to maintain service level performance.
• Implement and refine contact center workflows.
• Foster a positive team culture through coaching and feedback.
• Monitor performance metrics and support action plans for improvement.
• Participate in quality monitoring initiatives.
• Assist with onboarding new clients.
• Proactively monitor call activity for issue resolution.
• Maintain knowledge base materials and training documentation.
• Uphold compliance with regulatory and privacy requirements.

Requirements

• Bachelor’s degree preferred or equivalent work experience.
• Nationally Certified Pharmacy Technician Preferred.
• 2–4 years of experience in a healthcare contact center or pharmacy operations.
• Proven ability to coach and support frontline team members.
• Strong problem-solving skills.
• Skilled at using data to drive operational efficiency.
• Excellent verbal and written communication skills.
• Detail-oriented and highly organized.
• Familiarity with pharmacy claims and HIPAA requirements preferred.

Benefits

• Competitive salary range of $60,000 - $80,000.
• Opportunities for professional development and training.
• Collaborative team environment.
• Impactful work in the healthcare sector.
• Flexible work arrangements.