Customer Support Supervisor

BlinkRx; Chesterfield (MO); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage (

401k with Traditional and Roth options

Paid sick and vacation time

Holidays off

Paid parental leave

Job summary

Blink Health seeks a Senior Manager, Patient Support to lead a growing team of Patient Support Specialists and oversee day-to-day operations in Chesterfield, MO. The role focuses on delivering operational excellence, meeting SLAs, and driving performance improvements across the team.

You will analyze performance data, collaborate with cross-functional stakeholders, manage queues and workflows, and resolve escalations to optimize the overall customer experience.

Qualifications

• Bachelor’s degree in Communication, Business Administration or equivalent.
• 3+ years of leadership experience in a fast paced environment.
• 2+ years of customer service or related experience.
• Ability to leverage data to make decisions independently.
• Strong problem solving skills with ambiguity.
• Attention to detail and organization.
• Confident, patient, respectful, clear communicator.

Responsibilities

• Manage a growing team of Patient Support Specialists and assist with the day-to-day operations of the Patient Support team.
• Support team to ensure operational excellence and adherence to SLAs.
• Review and analyze team and individual Specialists’ performance data to meet targets.
• Collaborate with cross functional stakeholders on initiatives to drive improvements and productivity.
• Manage the queue, backlogs and workflows of the Patient Support team to optimize performance.
• Leverage customer insights to identify workflow improvements and enhance customer experience.
• Resolve complex escalations from Patient Success team with discretion.
• Foster a collaborative, cohesive, and high-performing team culture.

Skills

Leadership

Data analysis

Customer service excellence

Communication

Problem solving

Attention to detail

Education

Bachelor's degree in Communication or Business Administration

Job description

Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products – BlinkRx and Quick Save – remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients.

What You’ll Do:

Manage a growing team of Patient Support Specialists and assist with the day-to-day operations of the Patient

Support team to ensure operational excellence and adherence to SLAs

Review and analyze team and individual Specialists’ performance data to meet and exceed structured performance targets across the team

Collaborate with cross functional stakeholders on the implementation of company and department initiatives to drive operational improvements & productivity gains to support business and linear team growth

Manage the queue, backlogs and workflows of the Patient Support team and make tradeoffs to optimize performance

Leverage customer insights and expertise to identify workflow and process improvements to optimize the overall customer experience

Leverage your business expertise and use discretion to resolve complex and ambiguous escalations from Patient Success team

Foster a collaborative, cohesive, and enjoyable team dynamic

A Successful Applicant Will fit the following Criteria:

Bachelor’s Degree in Communication, Business Administration or equivalent degree/experience

3+ years of leadership experience in a fast paced environment

2+ years of customer service, call center, healthcare, pharmacy or other relevant experience

Strong leadership; ability to provide critical and on-time feedback and coaching to team members and business partners

Ability to leverage data to make crucial decisions independently

Strong problem solving skills, especially when working with ambiguous information

Attention to detail with a knack for precision and organization

Confident, patient, respectful, and a clear communicator

Location:

Fully onsite role in Chesterfield, MO

• Medical, dental, and vision coverage starting day 1
• 401k with Traditional and Roth options
• Paid sick and vacation time
• Holidays off
• 12 weeks of paid parental leave for birthing parents; 4 weeks for non-birthing parents (including adoption and foster placement)
• Short-term and long-term disability coverage at no cost
• Life insurance
• Commuter FSA for pre-tax transit and parking savings; free onsite parking at all pharmacy locations
• Employee Assistance Program (EAP) with counseling, life and wellness coaching, legal/financial advice, and more
• Daily snack and drink stipend at all pharmacy locations