Supervisor, Patient Care

Lumicera; Annapolis (MD); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, Vision insurance

Paid time off 20 days

Parental leave 4 weeks

9 holidays

401K match up to 5%

Adoption Assistance

Flexible Spending Account

Educational Assistance & Membership

Referral Bonus up to $750

Job summary

Lumicera Health Services is seeking a Supervisor, Patient Care (SPC) to lead Patient Care Assistant staff and ensure performance metrics are met. You will disseminate information, monitor workflows, and coach the team to deliver superior service. The role involves coordinating with pharmacists and using Lumicera’s software tools to maintain service quality.

Is this you? The SPC position offers remote work with up to 5% travel, and benefits that support professional development and work-life

Qualifications

• High school diploma or GED required; Associate or Bachelor’s degree preferred.
• CPhT preferred.
• 2 years’ experience in managed care, specialty pharmacy, customer service, or PBM environment.
• Experience in a call center environment preferred.
• Direct leadership or coaching/mentoring experience preferred.
• Pharmacy claim/benefit experience preferred.
• HIPAA and data privacy practices knowledge preferred.
• Ability to interact cooperatively with others.

Responsibilities

• Lead day-to-day supervision of Patient Care Assistant staff.
• Disseminate information through appropriate media; ensure staff comprehension.
• Monitor performance metrics and drive improvements.
• Triage service and technical issues; coordinate with pharmacists.
• Maintain knowledge of pharmacy processing software and scheduling tools.
• Support training and development; manage disciplinary processes.
• Travel up to 5% as needed.

Skills

Leadership

Staff coaching

Communication

Pharmacy knowledge

HIPAA knowledge

Call center experience

Education

Associate or Bachelor’s degree preferred

CPhT preferred

Tools

Pharmacy software

Lumicera claims system

Knowledge management tools

Job description

Overview

Lumicera Health Services is seeking a Supervisor, Patient Care (SPC) to join our team!

The Supervisor, Patient Care (SPC) is responsible for day-to-day leadership/support of Patient Care Assistant staff members. The Supervisor is responsible for disseminating information through proper media channels and ensuring staff comprehension. The SPC will assist with analyzing, monitoring, and implementing change as necessary to ensure the staff consistently meet performance metrics and deliver superior service to internal and external goals and guarantees. The SPC will remain informed of current and anticipated client or contractual requirements, changes facing the department and assist or lead interventions or changes as directed.

Is this you? Find out more below!

Responsibilities

How do I make an impact on my team?

• Ensure daily workload standards are met by understanding current workflow/scheduling needs and plans and ensuring direction to staff supports workflow/scheduling goals.
• Identify and remove barriers that prevent goals from being achieved.
• Review client transitions and changes in volume; ensure scripting and resources are clear.
• Ensure all information impacting staff is shared timely and in an appropriate way.
• Ensure staff comprehension by requesting feedback or through observation.
• Responsible for day-to-day leadership/support of department staff.
• Participate in setting and enforcing appropriate quality metrics for staff.
• Perform periodic quality monitoring of staff.
• Facilitate training/development needs for individuals and department.
• Manage disciplinary process as outlined within department/company policies.
• Consistently document and retain records of all training, reviews, and feedback with Specialists.
• Coach, motivate and develop staff to produce outstanding results.
• Communication and coordination with hiring/temp agencies.
• Act as a prompt escalation resource for calls or department issues or supervisor calls.
• Triage service and technical issues to resolution and educate staff of cause/resolution throughout.
• Conduct appropriate triage to pharmacist staff members, as appropriate.
• Ensure resources available to staff are current and clear through regular maintenance.
• Maintain technical knowledge of the pharmacy processing software, Lumicera’s claims processing software, phone system, quality monitoring and tracking tools, scheduling software, reporting suite, knowledge management application, and other applications and tools as applicable.
• Ability to travel 5% of the time.
• Other duties as assigned.

Qualifications

What our team expects from you?

• High school diploma or GED required. Associate or Bachelor’s degree preferred.
• CPhT preferred.
• 2 years’ experience in a managed care, specialty pharmacy, customer service, or PBM environment required.
• Experience in a call center environment preferred.
• Direct leadership or coaching / mentoring experience preferred.
• Pharmacy Claim / benefit experience preferred.
• Knowledge of industry practices, HIPAA, and applicable data privacy practices preferred.
• Participate in, adhere to, and support compliance program objectives
• The ability to consistently interact cooperatively and respectfully with other employees

What can you expect from Lumicera?

• Top of the industry benefits for Health, Dental, and Vision insurance

• 20 days paid time off

• 4 weeks paid parental leave

• 9 paid holidays

• 401K company match of up to 5% - No vesting requirement

• Adoption Assistance Program

• Flexible Spending Account

• Educational Assistance Plan and Professional Membership assistance

• Referral Bonus Program – up to $750!

#LI-Remote

Navitus Health Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law.

Equal employment opportunity, including veterans and individuals with disabilities.