Supervisor, Patient Care

Lumicera; Madison (WI); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Top industry benefits: health, dental,

20 days paid time off

4 weeks parental leave

9 paid holidays

401K company match 5% w/ no vesting

Adoption Assistance Program

Flexible Spending Account

Educational Assistance & Professional

Job summary

Lumicera Health Services seeks a Supervisor, Patient Care (SPC) to lead the Patient Care Assistant team and drive day-to-day operations across shifts. You will ensure staffing levels, monitor performance metrics and maintain clear, timely communication with internal teams and external partners.

The SPC will coach staff, manage escalations, and partner with pharmacy operations to uphold service levels. This full-time role is remote with occasional travel and a strong focus on HIPAA compliance and

Qualifications

• High school diploma or GED required; associate/bachelor’s preferred.
• CPhT not required but preferred.
• Minimum 2 years’ experience in managed care, specialty pharmacy, customer service, or PBM.
• Call center experience is a plus; leadership/mentoring experience preferred.
• Knowledge of HIPAA and data privacy practices preferred.

Responsibilities

• Lead day-to-day supervision of Patient Care Assistant staff.
• Ensure workload standards and scheduling align with goals.
• Identify and remove barriers to meet performance targets.
• Coach and develop staff; enforce quality metrics.
• Maintain training records and drive staff development.
• Coordinate with hiring/temp agencies for staffing needs.
• Triage service and clinical issues; escalate to pharmacists when needed.
• Maintain familiarity with pharmacy processing and Lumicera systems.

Skills

Staff leadership

Call center experience

Pharmacy knowledge

HIPAA compliance

Communication

Education

High school diploma or GED

Associate or Bachelor’s degree

CPhT preferred

Tools

Pharmacy processing software

Lumicera claims processing software

Phone system

Scheduling software

Reporting suite

Knowledge management app

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!

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