Supervisor, Patient Care

Lumicera; Montgomery (AL); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Parental leave

Holidays

401K match

Adoption Assistance

Flexible Spending Account

Educational Assistance

Referral Bonus Program

Job summary

Lumicera Health Services seeks a Supervisor, Patient Care (SPC) to lead and support the Patient Care Assistant staff. You will disseminate information, monitor performance metrics, and drive improvements to ensure superior service for internal and external customers.

Responsibilities include workflow optimization, coaching, training, disciplinary actions, and collaboration with agencies. Travel up to 5% may be required.

Qualifications

• High school diploma or GED required; higher degree preferred.
• 2 years' experience in managed care, specialty pharmacy, customer service, or PBM environment.

Responsibilities

• Oversee daily workload and staff scheduling to meet workflow goals.
• Identify and remove barriers to achieve goals.
• Review client transitions and changes in volume; ensure scripts/resources are clear.
• Share information timely and ensure staff comprehension.
• Monitor and enforce quality metrics for staff.
• Provide training and development for individuals and department.
• Manage disciplinary process per policies.
• Document training and feedback for staff.
• Coach, motivate and develop staff to deliver results.
• Coordinate with staffing agencies and act as escalation resource.
• Triage service and technical issues to resolution with pharmacists as needed.
• Maintain current knowledge of pharmacy software and Lumicera systems.
• Travel up to 5% of the time.
• Perform other duties as assigned.

Skills

Leadership

Coaching/mentoring

Call center experience

Team management

Communication

Education

High school diploma or GED

Associate or Bachelor's degree preferred

Tools

Pharmacy software

Lumicera claims software

Phone system

Quality monitoring tools

Scheduling software

Reporting suite

Knowledge management application

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.