Participant Services Pharmacist Supervisor

About the Role

As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us.

Essential Functions

• Direct, coach, and develop team members through regular 1:1 meetings
• Complete performance reviews, coaching documentation, and corrective actions
• Manage staffing, schedules, queue performance, and workload balancing
• Review KPIs including Quality, AHT, Productivity, Attendance, and SLA
• Identify training opportunities and partner with Learning & Development
• Handle escalated member, provider, and client concerns
• Monitor daily operational performance against SLA, productivity, quality, and schedule adherence goals
• Ensure compliance with HIPAA, CMS, state board of pharmacy requirements, and internal policies
• Use reporting to identify trends and recommend corrective actions
• Partner with Workforce Management, Training, Operations, and Leadership
• Support continuous improvement initiatives and standardization efforts
• Maintain documentation and confidentiality standards
• Participate in calibration sessions and business meetings
• Lead or support special projects as assigned
• Review clinical decision-making for compliance with pharmacy standards
• Validate prescription verification accuracy and medication safety practices

Knowledge, Skills, and Abilities

• Strong written and verbal communication
• Leadership and relationship-building skills
• Critical thinking and analytical ability
• Ability to prioritize competing demands
• Experience working across multiple pharmacy systems
• Proficiency with Microsoft Office, particularly Excel
• Ability to maintain confidentiality

Minimum Qualifications

• BS Pharmacy or PharmD
• Active Arizona or Texas Pharmacist License in good standing (Required)
• Three or more years of relevant PBM, specialty pharmacy, participant services, or healthcare operations experience
• Previous leadership or quality experience appropriate to the role

Preferred Qualifications

• PBM or specialty pharmacy experience
• Call center healthcare operations experience
• Lean/Six Sigma or process improvement exposure
• Experience presenting operational metrics
• URAC, ACHC, or NCQA familiarity

Performance Measures

• Quality audit performance
• Productivity and throughput
• Service Level (SLA) attainment
• Attendance and schedule adherence
• Compliance and documentation accuracy
• Customer experience
• Coaching effectiveness and continuous improvement

Work Environment & Physical Requirements

Fast-paced, computer-based participant services environment requiring prolonged sitting, frequent computer use, telephone communication, and the ability to manage multiple priorities while maintaining accuracy and professionalism.