MTM Operations Supervisor - Hybrid - Phoenix, AZ

Clarest Health; Phoenix (AZ); Hybrid; USD 50,000 - 54,000; Full time

Benefits offered by this job

Medical Insurance

Paid Time Off

401k with company match

Referral Bonuses

Life Insurance

Job summary

Clarest Health is seeking a hands-on MTM Operations Supervisor to lead a distributed team delivering Medication Therapy Management services at scale, balancing coaching, compliance, and performance in a fast-paced remote healthcare environment.

You will drive operational excellence, ensure adherence to MTM workflows, and partner with cross-functional teams to optimize processes and patient outcomes while maintaining a culture of accountability and continuous improvement.

Qualifications

• Experience in regulated healthcare operations such as MTM support services, pharmacy operations, PBM operations, healthcare contact centers, care coordination operations, telehealth operations, or similar service environments.
• Supervisory or people‑leadership experience in a healthcare operations environment, including coaching, performance management, and onboarding/training.
• Experience operating in a metrics‑driven environment with accountability for KPI performance, quality monitoring, and using data/QA findings to improve execution.
• Experience leading healthcare operations teams in remote or distributed settings is valued.

Responsibilities

• Ensure consistent execution of telephonic MTM workflows and related program requirements across a remote, high‑volume healthcare operations environment.
• Maintain strong working knowledge of MTM workflows, documentation expectations, and program requirements to coach staff, support escalations, and ensure service continuity.
• Oversee queue management, workflow distribution, and operational priorities to support service levels, timely execution, and effective escalation handling; partner with Workforce Management to align staffing, scheduling, and coverage with operational demand.
• Identify operational bottlenecks and partner cross‑functionally to improve processes, scripts, documentation standards, and handoffs.

Skills

Remote leadership

Coaching

KPI management

HIPAA compliance

Data analysis

Education

LPN/LVN license preferred

Tools

Microsoft Office

Documentation platforms

Operational dashboards

Job description

Description

AtClarest Health, we are a leading healthcare organization committed to transforming patient care through innovative pharmacy services and personalized medication management. Our mission is to deliver high-quality, patient-centered care byleveragingtechnology, industryexpertise, and medication data analytics to improve clinical outcomes, streamline medication management, and drive cost-effective solutions.

Description

AtClarest Health, we are a leading healthcare organization committed to transforming patient care through innovative pharmacy services and personalized medication management. Our mission is to deliver high-quality, patient-centered care byleveragingtechnology, industryexpertise, and medication data analytics to improve clinical outcomes, streamline medication management, and drive cost-effective solutions.
We partner with healthcare providers and home-based caregivers to ensure the best care for every patient, enhancing patient health at every step. Our automated dispensing solutions and efficient pharmacy services improve the overall efficiency of healthcare operations while ensuring the highest standards of patient care.
As a part of the Clarest Health team, you’ll contribute to a mission‑driven organization that is redefining the future of pharmacy services and making a meaningful impact on the lives of patients and healthcare professionals across the nation. Join us in our commitment to excellence, innovation, and improving healthcare outcomes for all.
We’re looking for a hands‑on operations leader to drive performance, quality, and patient impact in a fast‑paced, remote healthcare environment. As the MTM Operations Supervisor, you’ll lead a distributed team supporting Medication Therapy Management (MTM) services at scale—balancing operational execution, coaching, compliance, and service excellence while helping improve patient outcomes every day. This is an opportunity to lead high‑volume healthcare operations, influence process improvement, and build a culture of accountability, engagement, and continuous growth.
Location: Hybrid (3 days in office, 2 days from home) - 4645 E Cotton Center Blvd STE 100, Phoenix, AZ 85040
Salary range: $36 - $39/hr
FLSA Status: Non‑Exempt
Reports To: Director of Call Center Operations
Schedule: Monday to Friday 8:30AM - 5PM MST (Local Arizona Time)
What We Offer:

• Comprehensive Medical, Dental and Vision Insurance
• Paid Time Off
• Free Virtual Care & Telemedicine – healthcare at your fingertips, anytime, anywhere
• OneVillageWellness Support – personalized health, wellness, and caregiver support resources for employees and their families
• 401k with company match
• Referral Bonuses
• Life Insurance
• Make a difference in the lives of others!
• We are growing and that means more opportunities

Key Responsibilities:

• Ensure consistent execution of telephonic MTM workflows and related program requirements across a remote, high‑volume healthcare operations environment.
• Maintain strong working knowledge of MTM workflows, documentation expectations, and program requirements to coach staff, support escalations, and ensure service continuity.
• Oversee queue management, workflow distribution, and operational priorities to support service levels, timely execution, and effective escalation handling; partner with Workforce Management to align staffing, scheduling, and coverage with operational demand.
• Identify operational bottlenecks and partner cross‑functionally to improve processes, scripts, documentation standards, and handoffs.

Performance Management and KPI Ownership:

• Own daily performance outcomes and operating rhythm for the MTM operations team, including productivity, quality, documentation accuracy, service levels, and attendance/adherence.
• Translate goals into clear expectations and daily priorities; track performance trends and address risks early.
• Use data and QA findings to identify root causes and implement corrective actions and coaching plans.

Coaching, Development, and Talent Readiness:

• Provide regular coaching, feedback, and development support through virtual 1:1s, live monitoring, and skills reinforcement, with strong emphasis on accountability and performance improvement in a remote environment.
• Train and onboard new hires; build readiness to work independently and consistently within required timeframes in a remote, metrics‑driven setting.
• Establish clear communication norms, escalation pathways, and team routines that reinforce consistency, accountability, and operational discipline across a distributed team.
• Support retention efforts by proactively addressing engagement risks, workload barriers, and performance gaps.

Employee Relations and Managerial Responsibilities:

• Address performance, behavior, and compliance issues directly and timely, following company policy and progressive discipline practices.
• Foster an environment of professionalism, inclusion, and psychological safety where team members can raise risks, questions, and improvement ideas.
• Partner with Human Resources and leadership as needed on employee relations, staffing needs, and organizational changes.

Compliance, Quality, and Patient Outcomes:

• Ensure the team follows HIPAA, privacy, security, and clinical documentation standards.
• Reinforce that results achieved at the expense of patient safety or quality are unacceptable.
• Participate in and/or lead quality improvement initiatives and cross‑functional projects.
• Escalate patient safety risks, quality concerns, and compliance issues promptly.

Must adhere to Clarest’s Code of Conduct, follow Clarest Compliance policies and procedures, and report any suspected violations of any federal or state laws to either their direct supervisor, Human Resources or the Compliance Officer
Qualifications:

• LPN/LVN education and active license in good standing preferred but not required.
• Experience in regulated healthcare operations such as MTM support services, pharmacy operations, PBM operations, healthcare contact centers, care coordination operations, telehealth operations, or similar service environments.
• Supervisory or people‑leadership experience in a healthcare operations environment, including coaching, performance management, and onboarding/training; experience leading remote or distributed teams in metrics‑driven settings is strongly preferred. Experience leading LPNs, clinical staff, pharmacy technicians, or other healthcare operations teams is valued.
• Experience operating in a metrics‑driven environment with accountability for KPI performance, quality monitoring, and using data/QA findings to improve execution.
• Proficiency with healthcare operations systems and standard office tools (for example, documentation platforms, operational dashboards, time‑keeping tools, and Microsoft Office.

Skills & Abilities:

• Proven leadership experience managing remote or distributed healthcare operations teams in a fast‑paced, metrics‑driven environment
• Strong coaching and performance management skills, including delivering feedback, accountability, and employee development
• Ability to manage and improve key operational KPIs, including productivity, quality, adherence, and service levels
• Experience leading healthcare operations within a regulated environment while ensuring HIPAA compliance and documentation accuracy
• Strong operational leadership skills with the ability to prioritize workflows, resolve escalations, and maintain service continuity
• Ability to analyze operational data, QA findings, and performance trends to identify issues and implement corrective actions
• Excellent verbal and written communication skills with the ability to clearly communicate expectations, priorities, and performance feedback
• Strong problem‑solving and decision‑making abilities in high‑volume, rapidly changing operational environments
• Ability to foster accountability, professionalism, and collaboration across remote teams
• Experience driving workflow improvements, operational efficiency, and change adoption initiatives
• Strong conflict resolution and employee relations skills, including handling difficult conversations and performance concerns professionally
• Commitment to patient safety, service quality, and delivering a consistent patient‑centered experience

Clarest Health is an Equal Opportunity Employer. Reasonable accommodations will be made to enable individuals with disabilities to apply for a job or to perform the essential functions of their job.