Supervisor, Customer Service
Core
Supervise remote customer service and enrollment staff for specialty pharmaceutical manufacturers, overseeing patient access support and benefit investigations.
Role type
Senior IC pharmacy operations supervisor
Builds
Patient access support contact center operations for specialty pharma clients
Domain
Healthcare / Specialty Pharmacy / Patient Support Programs
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team supervision, performance monitoring, Standard Operating Procedures (SOP) creation, program metrics analysis, corrective action management, recruitment, time management, Microsoft Office (Word, Teams, Outlook, PowerPoint, Excel)
Preferred skills
Bachelor's degree, 3-5 years in patient support programs, prior management experience
Responsibilities
Oversee daily operations for a remote team of up to 20 members; Coach, train, and mentor team members; Create and maintain Standard Operating Procedures; Coordinate recurring reviews of program metrics and dashboards; Assess and approve program changes including IT upgrades; Manage employee timecards and HR responsibilities; Conduct interviews and open job requisitions; Monitor program adherence, quality, and attendance; Collaborate with business partners to resolve complex issues; Host team meetings to discuss SLAs, KPIs, and QA trends.
Seniority
Senior, hands-on IC
