Patient Services Lead — Multi-Location QA & Coaching

LucyRx; The Colony (TX); On-site; USD 60,000 - 70,000; Full time

Job summary

LucyRx in The Colony, TX is seeking a Customer Service Supervisor to lead a dedicated team across multiple locations and channels. You will train, coach, and motivate staff while ensuring adherence to quality standards and procedures.

You will monitor performance, manage scheduling, and drive continuous improvement. A healthcare admin background and Pharmacy Technician licensure or progress toward licensure within 6 months are preferred, along with strong MS Office and CRM/telephony experience.

Qualifications

• Bachelor's degree preferred or equivalent work experience.
• Licensed or certified Pharmacy Technician, or ability to obtain licensure/certification within 6 months of hire.
• Proficient in Microsoft Office (Outlook, Excel, Word, Teams).
• Excellent verbal and written communication skills.
• Excellent organizational and leadership skills with problem-solving ability.
• Ability to influence and persuade to achieve desired outcomes.
• Ability to exercise prudent judgement, maintain confidentiality, and act in a diplomatic manner.
• Well-organized and self-directed with minimal supervision.
• Excellent follow-up and follow-through skills.
• Experience with telephony systems, CRM platforms and workforce management tools.

Responsibilities

• Lead a team of customer service representatives and oversee day-to-day operations.
• Monitor calls, audit communications, and ensure adherence to procedures and quality standards.
• Coach team members, handle escalated calls, and drive continuous improvement.
• Oversee workload and scheduling to meet service volume goals.
• Train new hires on systems, procedures and service expectations.

Skills

Team leadership

Coaching

Communication

Quality assurance

Call monitoring

Training

Scheduling

Problem solving

Microsoft Office

Conflict resolution

Education

Bachelor's degree in health admin

Tools

CRM platforms

Telephony systems

Workforce management tools

Microsoft Office

Job description

LucyRx in The Colony, TX is seeking a Customer Service Supervisor to lead a dedicated team across multiple locations and channels. You will train, coach, and motivate staff while ensuring adherence to quality standards and procedures.

You will monitor performance, manage scheduling, and drive continuous improvement. A healthcare admin background and Pharmacy Technician licensure or progress toward licensure within 6 months are preferred, along with strong MS Office and CRM/telephony experience.