Remote Customer Care Supervisor - Operations Lead

PRIME Therapeutics; Harrisburg (Dauphin County); Remote; USD 59,000 - 94,000; Full time

Benefits offered by this job

Job summary

Prime Therapeutics is seeking a Supervisor Customer Care to lead a remote team responsible for meeting daily production goals and supporting key product offerings including e-Prescribe and claims processing. The role emphasizes talent management, process improvement, and SME support for escalated issues.

The ideal candidate has a Bachelor's degree in Business or Healthcare and at least 3 years in Operations Management or PBM, with strong communication and analytical skills.

Qualifications

• Bachelor's degree in Business, Healthcare or related area of study, or equivalent combination of education and/or relevant work experience; HS diploma from an accredited school or equivalent GED required.
• 3 years of work experience in Operations Management, Pharmacy Benefit Management, Healthcare, Insurance, or highly regulated market.
• Ability to work well within in a team and build relationships across teams.
• Excellent verbal and written communication skills.
• Ability to coordinate multiple projects/tasks simultaneously without compromising quality.
• Strong analytical, problem solving, and decision-making skills.

Responsibilities

• Monitor and manage team workload and capacity, quality metrics, cost, and efficiency to ensure performance guarantees, turnaround times and other internal and external service levels are met setting clear priorities and coaching team members when required to meet service levels and member needs
• Execute on talent management responsibilities (goal setting, performance reviews, performance feedback, discipline, development goals, business goals, training, etc.) for immediate focus area or client team
• Provide Subject Matter Expertise (SME) knowledge to internal and external stakeholders via research support, project leadership, implementation support, and internal/external audits
• Maintain and regularly update operational documentation, including Standard Operation Procedures (SOPs), Desktop Procedures (DTPs), training manuals, and related tools, to ensure accuracy, consistency, and alignment with current practices
• Resolve escalated client issues and inquiries by identifying root causes and delivering timely, effective solutions to ensure client satisfaction and retention
• Other duties as assigned

Skills

Teamwork

Communication

Project coordination

Analytical thinking

Education

Bachelor's degree in Business/Healthcare

HS diploma or GED

Tools

RxClaims

E-Prescribe

Benefit Edit Tools

Job description

Prime Therapeutics is seeking a Supervisor Customer Care to lead a remote team responsible for meeting daily production goals and supporting key product offerings including e-Prescribe and claims processing. The role emphasizes talent management, process improvement, and SME support for escalated issues.

The ideal candidate has a Bachelor's degree in Business or Healthcare and at least 3 years in Operations Management or PBM, with strong communication and analytical skills.