Supervisor Customer Care - Remote

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

Job summary

Prime Therapeutics, a leading PBM, seeks a Supervisor Customer Care to lead a remote team delivering essential services across benefits, networks, formulary design, e-prescribe, and claims processing. You will drive talent management, SOP maintenance, and issue resolution for key client programs.

The role requires a bachelor's in business/healthcare and 3+ years in operations or PBM, with strong communication and analytical skills. Remote with national scope.

Qualifications

• Bachelor's degree required or equivalent combination of education and relevant work experience.
• 3 years of work experience in Operations Management, PBM, Healthcare, Insurance, or highly regulated market.
• Excellent verbal and written communication skills.
• Ability to coordinate multiple projects/tasks simultaneously without compromising quality.
• Strong analytical, problem solving, and decision-making skills.
• Must be eligible to work in the United States without visa sponsorship.

Responsibilities

• Monitor and manage team workload, quality metrics, cost, and efficiency to meet service levels.
• Execute on talent management responsibilities (goal setting, performance reviews, training, etc.).
• Provide SME knowledge to stakeholders via research support, project leadership, and audits.
• Maintain SOPs, DTPs, training manuals and related tools for accuracy and consistency.
• Resolve escalated client issues and inquiries with root-cause analysis and timely solutions.
• Other duties as assigned.

Education

Bachelor's degree in Business, Healthcare or related area

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 market

Must 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 Tools

Every 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 procedures

Every 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 job

Potential 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 LLCis 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.

Positions will be posted for a minimum of five consecutive workdays.