Supervisor Customer Care - Remote

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

At Prime Therapeutics (Prime), we are a different kind of PBM, with a purpose beyond profits and a unique ability to connect care for those we serve. Looking for a purpose-driven career? Come build the future of pharmacy with us.## **Job Posting Title**Supervisor Customer Care - Remote## **Job Description**The Supervisor Operations is responsible for ensuring their team delivers on daily production goals and support of key product offerings (Benefit/Network/Formulary Design, e-Prescribe, Claims Processing, Integrated Product Solutions, Consumer Directed Health Plan, Medicaid and Medicare plans). This position is responsible for talent management efforts, maintenance of processes and procedures, and providing subject matter expertise for escalated issues or project support.**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**Minimum 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 marketMust be eligible to work in the United States without the need for work visa or residency sponsorship**Additional Qualifications*** 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**Preferred Qualifications*** PBM or health care experience* Experience with RxClaims* Supervisory/people management Experience* Experience with E-Prescribe, Consumer Directed Health Plans, or Benefit Edit ToolsEvery employee must understand, comply with and attest to the security responsibilities and security controls unique to their job, and comply with all applicable legal, regulatory, and contractual requirements and internal policies and proceduresEvery employee must be able to perform the essential functions of the job and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions, absent undue hardship. In addition, Prime retains the right to change or assign other duties to this jobPotential pay for this position ranges from $59,000.00 - $94,000.00 based on experience and skills.To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page and click on the \"Benefits at a glance\" button for more detail (https://www.primetherapeutics.com/benefits).*Prime Therapeutics LLC is proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex (including pregnancy), national origin, disability, age, veteran status, or any other legally protected class under federal, state, or local law.**We welcome people of different backgrounds, experiences, abilities, and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.**Prime Therapeutics LLC is a Tobacco-Free Workplace employer.*