Patient Services Supervisor

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

Responsible for leading, training, and motivating a team of customer service representatives to ensure the delivery of exceptional service experience. Oversee day-to-day operations, including monitoring calls, auditing communications, and ensuring adherence to company procedures and quality standards. Plays a key role in coaching team members, handling escalated calls, and driving continuous improvement across multiple locations.

Role And Responsibilities

• Manage quality assurance and call audit activities across multiple locations and lines of business, including omni channel.
• Lead efforts to build a cohesive, customer-focused team culture that delivers a positive customer experience
• Oversee workload and scheduling to meet service volume goals.
• Train and coach team members to maintain high customer service standards.
• Monitor performance metrics and implement process improvements across assigned lines of business.
• Address and resolve escalated customer issues.
• Train all new hires on systems, procedures, and service expectations and internal processes
• Perform additional duties as assigned.

Qualifications And Education Requirements

• Bachelor’s degree in health administration, business, or related field preferred, or equivalent work experience in lieu of degree
• Licensed or certified Pharmacy Technician, or ability to obtain licensure/certification within 6 months of hire into the position.
• Proficient in Microsoft Office (outlook, excel, word, and 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
• A well-organized and self-directed individual who is able to work with minimal amount of supervision
• Excellent follow-up and follow-through skills.
• Experience with telephony systems, CRM platforms and workforce management tools

Preferences

• Experience in the Pharmacy Benefit Management (PBM) industry.
• Experience with Omni Channels across multiple locations, preferably in a role leading a team
• Working knowledge of PBM operations including claims processing and medication use.