Customer Care Foundation Supervisor

Mission

At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable.

About the Role

The Customer Care Foundation Supervisor provides operational leadership and oversight for call center and eligibility teams supporting a pharmaceutical manufacturer’s patient assistance foundation and copay assistance programs. This role ensures exceptional, compliant service delivery across patient intake, eligibility determination, enrollment and ongoing case management. The Supervisor is responsible for staff performance, workload management, quality assurance, training, and continuous process improvement while serving as the primary escalation point for complex patient and client issues.

Essential Duties and Responsibilities

• Maintains staffing, determines workload and delegates assignments.
• Drives efficiencies to meet Key Performance Indicators related to call center productivity, billing accuracy, turnaround time, and customer satisfaction.
• Creates performance reviews and recommends corrective or disciplinary actions.
• Coordinates and assists with all employee training and development.
• Designs and/or prepares training/instructional materials, teaching aids and devices, on occasion involving coordination with outside departments.
• Monitors random calls to improve quality, minimize errors and track operative performance.
• Coaches and re-trains as specific areas for improvement are identified.
• Develops and maintains area specific records such as attendance and performance reports, etc.
• Serves as the primary escalation point for complex or unresolved patient, provider, pharmacy and internal issues, including eligibility disputes, escalated calls and complaints.
• Able to clearly identify problem areas and address accordingly.
• Built and maintains relationships with clients and key personnel.
• Contributes to and supports an atmosphere of effective teamwork and coordination.
• Ensures proper identification, documentation, and reporting of adverse events and product complaints.
• Foster an environment of teamwork, collaboration, accountability, and patient centered service.
• Performs additional duties as assigned.

Education and Experience

• High School Diploma or equivalent
• College Degree preferred
• Florida Registered Pharmacy Technician License, in good standing preferred
• 3+ years of experience in healthcare, call center, copay assistance or pharmacy related environment
• 2+ years of supervisory experience in pharmacy or healthcare related field

Knowledge, Skills and Abilities

• Operational leadership
• Compliance and quality management
• Performance coaching and accountability
• Process improvement and efficiency
• Relationship management and communication

Work Environment / Physical Demands

• This position is in a typical office environment which requires prolonged sitting in front of a computer.
• Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.
• May have occasional high stress when dealing with customers/clients.
• Some travel may be required.