Supervisor, Patient Care
Navitus Health Solutions, LLC
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Benefits offered by this job
Job summary
Lumicera Health Services, powered by Navitus, is seeking a Supervisor, Patient Care (SPC) to join our team. The SPC will lead Patient Care Assistant staff, disseminate information, and ensure service levels meet contractual and internal goals while maintaining awareness of client requirements.
Responsibilities include coaching staff, enforcing quality metrics, triaging issues, coordinating with agencies, and maintaining system knowledge. 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 managed care, specialty pharmacy, customer service or PBM.
- Call center experience preferred.
- Direct leadership or coaching experience preferred.
- Pharmacy claim/benefit experience preferred.
- Knowledge of HIPAA and data privacy practices preferred.
Responsibilities
- Lead day-to-day operations for Patient Care staff and ensure performance metrics.
- Disseminate information through appropriate media and ensure staff comprehension.
- Monitor, analyze, and implement changes to meet goals and guarantees.
- Coordinate with hiring agencies and escalate department issues as needed.
- Maintain knowledge of pharmacy software, claims processing, and scheduling tools.
- Travel up to 5% as required.
Skills
Education
Job description
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!
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.
Whatourteamexpectsfrom 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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