Supervisor, Patient Care

Lumicera; Salem (OR); Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401K

Job summary

Lumicera Health Services is seeking a Supervisor, Patient Care (SPC) to lead and support the Patient Care Assistant team. The SPC analyzes workload, guides staff to meet performance metrics, and ensures accurate information sharing across shifts and departments.

The role requires frontline leadership, background in managed care or pharmacy environments, and strong coaching and communication skills. Remote work options may be available; travel up to 5% may be required.

Qualifications

• 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.
• Call center experience preferred.
• Direct leadership or coaching/mentoring experience preferred.
• Pharmacy claim/benefit experience preferred.
• Knowledge of HIPAA and data privacy practices preferred.
• Ability to interact cooperatively and respectfully with others.

Responsibilities

• Lead and support Patient Care staff day-to-day to meet performance metrics.
• Disseminate information through appropriate media and ensure staff comprehension.
• Review client transitions and changes in volume; ensure scripting/resources are clear.
• Maintain timely communication of information impacting staff.
• Coach and develop staff; participate in quality metric setting and monitoring.
• Manage disciplinary process per department/company policies.
• Document training, reviews, and feedback records with Specialists.
• Coordinate with hiring/temp agencies and act as escalation resource.
• Triage service and technical issues and educate staff on causes and resolutions.
• Maintain knowledge of pharmacy processing software and related tools.

Skills

Leadership

Communication

Customer service

Coaching

Disciplinary handling

Education

High school diploma or GED

Associate or Bachelor's degree preferred

Tools

Pharmacy processing software

Lumicera claims processing software

Scheduling software

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.