Position: Manager, RxCompass/Variable Copay Operations - REMOTE
Manager, RxCompass/Variable Copay Operations - REMOTE
Role and Responsibilities
The RxCompass and Variable Copay Operations Manager reports to the Associate Director of RxCompass and Variable Copay Operations and is responsible for overseeing frontline service delivery across RxCompass and Variable Copay programs. This role manages Supervisors who oversee Associate Care Navigators, PAP Navigators, and Care Coordinators to ensure performance excellence, SLA adherence, queue integrity, and high-quality member support. The following objectives further define the key job functions with a special focus on the following:
OPERATIONAL PERFORMANCE MANAGEMENT
Oversee daily operational performance across RxCompass and Variable Copay teams.Ensure Supervisors actively manage queue volumes, turnaround times, and service levels.Monitor KPIs including SLA adherence, productivity, quality scores, call/ticket metrics, and escalation trends.Conduct daily and weekly operational reviews with Supervisors to drive accountability and performance improvement.Identify performance gaps and implement structured corrective action plans.SUPERVISOR LEADERSHIP & WORKFORCE MANAGEMENT
Directly manage Supervisors overseeing Associate Care Navigators, PAP Navigators, and Care Coordinators.Lead hiring, onboarding, coaching, performance management, and development of Supervisors.Ensure Supervisors maintain clear expectations, documentation standards, and performance accountability for frontline teams.Support workforce planning, scheduling strategy, and capacity forecasting in collaboration with the Associate Director.Foster a culture of urgency, professionalism, and member-first service delivery.ESCALATION & ISSUE MANAGEMENT
Serve as the operational escalation point for complex member and client issues.Escalate systemic concerns to the Associate Director when appropriate.Ensure timely resolution of escalations while maintaining quality and compliance standards.Monitor trends in escalations to proactively address recurring issues and performance gaps.PROCESS ADHERENCE & CONTINUOUS IMPROVEMENT
Ensure SOP adherence across all RxCompass and Variable Copay workflows.Partner with Training and QA to improve performance outcomes and knowledge consistency.Support implementation of workflow updates, system enhancements, and operational changes.Promote efficiency and consistency across frontline processes.CROSS-FUNCTIONAL COLLABORATIONCollaborate with Claims, IT, Product, Clinical, and Client Services teams to resolve operational barriers.Partner with Business Integration during implementation rollouts and process transitions.Ensure frontline operational readiness for new program initiatives.Abide by all obligations under HIPAA related to Protected Health Information (PHI).If a HIPAA violation is discovered, whether individually or by another, you must report the violation to the Compliance Officer and/or Human Resources.Attend, complete, and demonstrate competency in all required HIPAA Training offered by the company.Flexibility to understand, appreciate, and embrace that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.Required Skills and Competencies
• 5-8+ years of experience in healthcare, PBM, specialty pharmacy, or related operational environments.
• 3-5+ years of leadership experience managing Supervisors, Team Leads, or frontline healthcare staff.
• Demonstrated success managing high-volume operational environments with strict SLA and turnaround requirements.
• Strong understanding of queue management, workforce productivity metrics, and service-level performance tracking.
• Experience developing and holding leaders accountable to performance expectations and quality standards.
• Ability to coach and develop Supervisors to improve team engagement, documentation accuracy, and member experience.
• Strong problem-solving skills with the ability to identify operational gaps and implement corrective actions.
• Effective…
