Supervisor, Pharmacy Operations; Remote

Please Note:
This is a temporary position from October 2026 - March 2027

The Supervisor manages program staff, activities, processing, order fulfillment and deliverables associated with assigned Program(s).

• Direct the work force either directly or indirectly through the management hierarchy to include interviewing, selection, orienting, training, coaching, performance management, as appropriate
• Coordinate and supervise the daily activities of a team pharmacy members and programs that range from routine to moderately complex. Typically, does not spend more than 5% of time performing the same work as those supervised
• Assist with monitoring attendance, weekly time approval, and PTO requests
• Ensures agents understand and comply with all pharmacy objectives, performance standards, and policies
• Assist Team Leads with answering agent questions regarding best practices or difficult calls
• Ensure necessary changes are made in staffing based on day of week, volume of work, client priority, or other anticipated or unanticipated events to ensure SLAs are achieved
• Identify operational issues, suggest and implement improvements
• Perform QA on agent phone calls
• Monitor and evaluate agent performance, train, coach, and elevate performance issues as necessary
• Monitor Key Performance Indicators (KPIs) – Identify, track and utilize KPIs to achieve business objectives and drive continuous process improvement
• Perform routine audits to ensure standard operating procedure (SOP) compliance
• Ensures completion of new hire on-boarding and competency training
• Preparing reports and analyzing data to assist management as they determine client program goals
• Working with other supervisors and management team members to support agents and maximize customer satisfaction
• Keep management updated on all activities, metrics, and issues
• Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or action
• Monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets
• Ensure that staff receive the training needed to be proficient in their roles
• Answer questions and requests, respond to and refer inquiries to the Pharmacist when necessary
• Provide high quality customer service to patients and doctors while protecting patient confidentiality
• Perform all other duties as assigned

The above duties are meant to be representative of the position and not all-inclusive.

• Bachelor's Degree and/or three (3) or more years related experience or equivalent combination of education and experience
• Three (3) or more years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field
• Two (2) or more years of supervisory experience providing customer service to patients, clients, or customers, including meeting quality standards for services – preferably in a call center setting
• Commitment to complete the ‘technician in training’ requirements approved by the Indiana Board of Pharmacy within one year of hire date, if unlicensed
• Knowledge of medical terminology (including sig codes and Roman numerals), brand and generic names of medications, and general pharmacy terminology
• Experience with HIPAA, PDMA, cGMP adverse events
• Experience with insurance procedures, drug reimbursement issues, and claim adjudication process
• Computer literacy to include operating systems, Microsoft Office Suite, presentation software, communication and collaboration tools, and Adobe PDF or comparable
• Ability…