Supervisor, Program Management

About the role

The Supervisor is responsible for the day to day operations for a team of employees including hiring, planning and directing workflow, scheduling as per program needs, performance management and team development. The Supervisor guarantees compliance with key performance indicators and contractual obligations ensuring high levels of customer and client satisfaction. Additionally, the Supervisor works with leadership to develop policies and procedures, along with recognizing and recommending operational improvements.

Responsibilities

• Set clear direction, effective plans and measurable outcomes
• Ensure work is accomplished effectively by managing employee performance, work processes and other resources
• Engage employees to maximize their discretionary effort
• Develop a pipeline of excellent talent to fill future business needs
• Manage day to day operations of the team
• Ensure Onboarding and training team members on all departmental policies and procedures
• Identify and execute cross training opportunities
• Schedule staff in accordance with program business needs and available site tools
• Coach and develop direct reports which would include team huddles, and 1:1 meetings
• Serve as a point of escalation for any customer complaints that require higher level of expertise
• Interface with clients regarding operational performance as per program set up/needs
• Continually evaluate the efficiency, productivity and accuracy of the team and make improvements to attain high levels of achievement in each area
• Promote and implement effective teamwork within all levels and areas of the organization
• Adapt to a fast paced, dynamic environment, maintain confidential information, make independent decisions and meet deadlines
• Act as a backup for the team

Qualifications

• GED/High School Diploma and 10 years’ experience or Associate’s Degree and 8 years’ experience
• Demonstrated proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
• Experience with managed care, prescription benefits, medical billing, reimbursement and/or pharmacy
• Strong written and verbal communications
• Advanced problem solving skills with the ability to perform detail-oriented work accurately
• Experience resolving challenging customer relation issues in a professional manner
• Ability to work with multiple stakeholders in a fast paced environment
• Capable of working flexible hours based on the needs of the business