Supervisor, Patient Support – This role leads a team of approximately 15 associates dedicated to supporting patients through healthcare concierge services, with a focus on securing access to prescription medications via copay assistance programs. You will oversee daily operations in an 8 AM – 8 PM contact center environment, ensuring adherence to performance standards, regulatory requirements, and patient safety protocols.
Key Responsibilities
- Lead, coach, and evaluate team members to consistently meet SLAs, KPIs, and service expectations while fostering a supportive and inclusive work culture.
- Analyze performance data, customer feedback, and QA results to identify and implement process improvements.
- Monitor team workloads, manage attendance, and approve time-off requests to maintain optimal staffing levels.
- Address escalated patient and provider issues, collaborating with internal teams such as IT, Program Management, and other contact center units to resolve concerns efficiently.
- Support Quality and Training teams by providing subject matter expertise to refine procedures, workflows, and onboarding materials.
- Ensure compliance with pharmacovigilance standards, including accurate and timely reporting of adverse events and patient queries, and completion of required training.
Qualifications
Candidates must hold a bachelor’s degree in business, marketing, or a related field, or have 3–5 years of equivalent professional experience. A minimum of three years in a leadership role within a claims, customer service, or production environment is required. Alternatively, direct experience in an inbound medical benefits or pharmacy services call center may satisfy this requirement.
Essential skills include strong supervisory judgment, proficiency in Microsoft Office, and familiarity with insurance verification, claims adjudication, and third-party billing. The ideal candidate demonstrates critical thinking, organizational ability, and the capacity to mentor staff, manage performance, and support team development.
This position requires daily on-site presence with flexibility to work evenings, weekends, and holidays as business needs arise. Regular use of standard office and computer equipment is expected.
Work Environment & Benefits
The role operates in an onsite setting with structured support for work-life balance, including flexible paid time off, floating holidays, and standard company observances. Benefits include medical, dental, vision, life, and disability insurance, as well as participation in a 401(k) plan with employer contributions where applicable. The organization regularly reviews its health and welfare offerings to remain competitive.
Compensation is determined by location, skills, and experience, with opportunities for bonuses based on performance.
Culture & Mission
The organization is focused on simplifying the prescription journey for patients and providers. It brings together professionals from diverse backgrounds—including pharmacists, developers, customer service specialists, and program strategists—to collaborate on innovative solutions. Leadership emphasizes inclusive teamwork, continuous learning, and operational excellence to improve patient outcomes.
