Supervisor, Care Team
Core
Provide day-to-day leadership and oversight of front-line Pharmacy Technicians and Leads to ensure high-quality support to members, pharmacies, and providers via phone, chat, and email.
Role type
Supervisor, Care Team (Pharmacy Operations)
Builds
Operational support for pharmacy claims processing and patient care guidance
Domain
Healthcare / Pharmacy Benefit Management (PBM)
Required skills
Pharmacy operations management, team supervision, scheduling and attendance tracking, performance metrics analysis, coaching and feedback, HIPAA compliance, PBM workflows, conflict resolution, data-driven decision making
Preferred skills
Nationally Certified Pharmacy Technician, state licensure, prior people leadership experience, knowledge of pharmacy claims processing
Technologies
PBM systems, telehealth platforms, CRM tools
Responsibilities
Manage timecards, monitor schedules, and track attendance for pharmacy technicians; Partner with Workforce Management to adjust staffing and queue assignments; Implement and refine Care Team workflows; Conduct regular structured feedback conversations and coaching; Monitor individual and team performance metrics; Participate in quality monitoring and NPS survey programs; Assist with onboarding new clients by preparing frontline teams; Proactively monitor call or chat activity and escalate issues; Maintain knowledge base materials and standard operating procedures; Uphold compliance with regulatory and privacy requirements including HIPAA
Seniority
Mid-level, hands-on IC