Supervisor, RxCompass Operations - REMOTE

Supervisor, RxCompass Operations - REMOTE

The RxCompass Operations Supervisor reports to the Manager of RxCompass / Variable Copay Operations and is responsible for overseeing frontline Care Coordinators and Care Navigators supporting RxCompass program workflows. This role ensures daily operational execution, queue performance, service level adherence, and high-quality member support. The Supervisor actively monitors operational queues, manages performance metrics, coaches team members, and ensures the timely resolution of member cases.

The RxCompass Operations Supervisor is required to perform the following duties and professionally undertake the following responsibilities:

Frontline Operations Oversight

• Monitor and manage daily RxCompass operational queues to ensure timely processing and service level adherence.
• Ensure coordinators actively work assigned queues and meet turnaround expectations.
• Review queue aging, backlog, and case status to maintain operational flow and prevent service delays.
• Rebalance workloads as needed to ensure equitable distribution of work across team members.

Performance Management

• Monitor team KPIs, including productivity, queue throughput, quality scores, adherence, and service levels.
• Conduct regular performance check-ins with team members to reinforce expectations and performance standards.
• Identify performance gaps and provide real-time coaching to improve operational outcomes.
• Escalate performance concerns to the Manager when corrective action may be required.

Queue & Workflow Management

• Ensure team members follow established workflows and SOPs for RxCompass program processes.
• Track and address aging cases or unresolved items that may impact member service delivery.
• Ensure coordinators properly document case activity and maintain accurate system records.
• Coordinate with other teams to resolve operational blockers affecting queue completion.

Our benefits package is designed to keep our employees happy and healthy - physically, mentally and financially.

• High Medical, Dental, Vision Insurance
• Disability and Life insurance
• Employee Assistance Program
• Remote work options
• Generous Paid-Time Off
• Annual Reviews and Development Plans
• Retirement Plan with company match immediately 100% vested

Member & Client Escalation Support

• Serve as the first escalation point for complex member cases or service issues.
• Assist coordinators in resolving barriers related to prescriptions, pharmacies, physicians, or program eligibility.
• Escalate systemic or recurring operational issues to the Manager when necessary.

Team Development

• Support onboarding and training of new coordinators and navigators.
• Reinforce best practices for member communication, documentation, and service delivery.
• Promote accountability, professionalism, and member-first service culture within the team.

Cross-Functional Collaboration

• Work with Pharmacy Operations, Claims, Client Services, and other internal teams to resolve operational issues.
• Provide feedback on workflow improvements and operational enhancements.
• Support implementation of new operational processes or program updates.

Supervisory Responsibility

• Directly supervises Care Coordinators, Care Navigators, and related frontline operational staff.
• Responsible for daily performance oversight, coaching, and workload management.
• Provides feedback to the Manager regarding staffing needs, performance concerns, and operational improvements.
• Abides 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.

• Full-time/Salaried/Exempt.
• Hours are 10:00 AM - 7:00 PM CST. We cover clients from the West to the East Coast, work times must be adjusted to cover meetings in all time zones. Ability to work extended hours, weekends, and holidays pursuant to industry demands.

No travel is expected for this position.

Required Skills and Competencies

• 3-5+ years experience in healthcare operations, pharmacy benefits, specialty pharmacy, or related field (preferred)
• 1-3+ years leadership experience supervising frontline teams (preferred) s
• Strong understanding of queue management and service-level driven environments.
• Ability to monitor operational metrics and coach team members to improve performance.
• Strong organizational and prioritization skills.
• Excellent communication and coaching abilities.
• Ability to manage competing operational demands in a fast-paced…