Supervisor Customer Care - Remote

PRIME Therapeutics; United States; Remote; USD 59,000 - 94,000; Full time

Job summary

Prime Therapeutics is seeking a Supervisor Operations for Customer Care to lead a remote team in delivering on daily production goals across benefit design, e-prescribe, claims, and related services. The role focuses on talent management, process improvements, and SME support for escalated issues.

You will monitor workload, coach staff, maintain SOPs, resolve client inquiries, and drive performance against service levels.

Qualifications

• Bachelor's degree in Business, Healthcare or related field or equivalent
• 3 years of experience in Operations Management / PBM / Healthcare / Insurance
• US work eligibility without visa sponsorship

Responsibilities

• Monitor and manage team workload, quality metrics, costs and service levels
• Lead talent management: goal setting, performance reviews and development
• Provide SME knowledge to stakeholders via research, leadership and audits
• Maintain SOPs and related procedures to ensure accuracy and consistency
• Resolve escalated client issues with timely, effective solutions
• Other duties as assigned

Skills

Teamwork

Communication

Multi-tasking

Analytical skills

Problem solving

Decision making

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.

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 LLCis a Tobacco-Free Workplace employer.

If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process, please contact Human Resources at email [e-mail].

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