Supervisor, Patient Care

Lumicera; Lincoln (NE); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Paid time off 20 days

Parental leave 4 weeks

9 paid holidays

401K company match up to 5%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan and Pro. M

Referral Bonus Program – up to $750

Job summary

Lumicera Health Services is seeking a Supervisor, Patient Care (SPC) to lead and support our Patient Care Assistant staff. This role ensures workflows are efficient, quality metrics are met, and staff are coached to deliver exceptional service to clients.

Responsibilities include daily workforce management, staff training, and coordinating with agencies, with up to 5% travel. The SPC will maintain knowledge of pharmacy systems and compliance requirements while driving continuous improvement.

Qualifications

• High school diploma or GED is required.
• Associates or bachelor’s degree preferred in related field.
• CPhT certification is preferred.
• 2 years’ experience in a managed care, specialty pharmacy, customer service, or PBM environment required.
• Experience in a call center environment is preferred.
• Direct leadership or coaching experience preferred.
• Pharmacy claim/benefit experience preferred.
• HIPAA and data privacy knowledge preferred.
• Ability to travel up to 5%.

Responsibilities

• Lead day-to-day operations of Patient Care staff to meet workload goals.
• Remove barriers to achieve goals.
• Review client transitions and changes in volume with clear scripting and resources.
• Share timely information with staff.
• Assess staff understanding through feedback and observation.
• Provide day-to-day leadership and support.
• Set and enforce quality metrics for staff.
• Monitor staff quality and performance.
• Coach and develop staff to achieve results.
• Coordinate with hiring agencies.
• Escalate calls and issues as needed.
• Triage service and technical issues to resolution and educate staff.
• Coordinate with pharmacist staff as appropriate.
• Ensure resources and software are up-to-date.
• Travel up to 5%.
• Other duties as assigned.

Skills

Staff leadership

Customer service

Pharmacy operations

HIPAA knowledge

Communication

Problem solving

Coaching/mentoring

Education

High school diploma or GED

Associate or Bachelor’s degree preferred

CPhT preferred

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 in 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.

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