Supervisor, RxCompass Operations - REMOTE

About the Role

The RxCompass Operations Supervisor reports to the Manager of RxCompass / Variable Copay Operations and oversees frontline Care Coordinators and Care Navigators supporting RxCompass program workflows. This role ensures daily operational execution, queue performance, service level adherence, and high-quality member support.

Responsibilities

• Frontline Operations Oversight
  • Monitor and manage daily RxCompass operational queues to ensure timely processing and service level adherence.
  • Ensure coordinators actively work assigned queues and meet turnaround expectations.
  • Review queue aging, backlog, and case status to maintain operational flow and prevent service delays.
  • Rebalance workloads as needed to ensure equitable distribution of work across team members.
• Performance Management
  • Monitor team KPIs, including productivity, queue throughput, quality scores, adherence, and service levels.
  • Conduct regular performance check-ins with team members to reinforce expectations and performance standards.
  • Identify performance gaps and provide real-time coaching to improve operational outcomes.
  • Escalate performance concerns to the Manager when corrective action may be required.
• Queue & Workflow Management
  • Ensure team members follow established workflows and SOPs for RxCompass program processes.
  • Track and address aging cases or unresolved items that may impact member service delivery.
  • Ensure coordinators properly document case activity and maintain accurate system records.
  • Coordinate with other teams to resolve operational blockers affecting queue completion.
• Member & Client Escalation Support
  • Serve as the first escalation point for complex member cases or service issues.
  • Assist coordinators in resolving barriers related to prescriptions, pharmacies, physicians, or program eligibility.
  • Escalate systemic or recurring operational issues to the Manager when necessary.
• Team Development
  • Support onboarding and training of new coordinators and navigators.
  • Reinforce best practices for member communication, documentation, and service delivery.
  • Promote accountability, professionalism, and member-first service culture within the team.
• Cross-Functional Collaboration
  • Work with Pharmacy Operations, Claims, Client Services, and other internal teams to resolve operational issues.
  • Provide feedback on workflow improvements and operational enhancements.
  • Support implementation of new operational processes or program updates.
• Supervisory Responsibility
  • Directly supervise Care Coordinators, Care Navigators, and related frontline operational staff.
  • Responsible for daily performance oversight, coaching, and workload management.
  • Provide feedback to the Manager regarding staffing needs, performance concerns, and operational improvements.
  • Abide by all obligations under HIPAA related to Protected Health Information (PHI).
  • Report any HIPAA violations to the Compliance Officer and/or Human Resources.
  • Attend, complete, and demonstrate competency in all required HIPAA Training offered by the company.

Requirements

• 3–5+ years experience in healthcare operations, pharmacy benefits, specialty pharmacy, or related field (preferred).
• 1–3+ years leadership experience supervising frontline teams (preferred).
• Strong understanding of queue management and service-level driven environments.
• Ability to monitor operational metrics and coach team members to improve performance.
• Strong organizational and prioritization skills.
• Excellent communication and coaching abilities.
• Ability to manage competing operational demands in a fast-paced environment.
• Proficiency in Microsoft Office and operational reporting tools.
• Knowledge of HIPAA compliance and member data protection requirements.

Qualifications

• Bachelor’s degree preferred.
• Relevant healthcare, pharmacy benefit management, or specialty pharmacy operations experience preferred.
• Experience working in high-volume service environments with defined SLAs.

Benefits

• High Medical, Dental, Vision Insurance.
• Disability and Life insurance.
• Employee Assistance Program.
• Remote work options.
• Generous Paid-Time Off.
• Annual Reviews and Development Plans.
• Retirement Plan with company match immediately 100% vested.

Schedule

Full-time/Salaried/Exempt. Hours are 10:00 AM - 7:00 PM CST. Ability to work extended hours, weekends, and holidays pursuant to industry demands.