Supervisor, Patient Support

Paysign, Inc.; Henderson (NV); On-site; USD 65,000 - 90,000; Full time

Job summary

Paysign, Inc. is seeking a Patient Support Supervisor to lead a team of Patient Support Specialists supporting Patient Affordability programs.

The supervisor coaches agents, ensures service levels, handles escalations, and coordinates with other operations teams to deliver exceptional customer care for cardholders via phone, email, or SMS. The role requires pharmacy claims processing knowledge, supervisory experience, and strong communication skills.

Qualifications

• 1 year minimum in pharmacy claims processing; 2+ years preferred.
• Bachelor's degree or equivalent education and experience.
• 2+ years experience in a supervisory role preferred.
• 2+ years in an inbound customer service environment preferred.
• Proficient in Salesforce.com and MS Office tools.

Responsibilities

• Lead, coach, develop, and mentor team members to achieve performance targets.
• Monitor productivity, quality, attendance, teamwork, and overall team performance.
• Identify system, policy, and procedure improvements and communicate needs to leadership.
• Handle escalated calls and provide timely, professional responses to client needs.
• Prepare and share regular reports with leadership on cadence.

Skills

Team leadership

Pharmacy claims knowledge

Customer service

Communication

Problem solving

Education

Bachelor's degree

Tools

Salesforce.com

MS Office

Job description

As part of Paysign’s Customer Care Department, the Patient Support Supervisor is responsible for leading and supervising a team of Patient Support Specialists who are primarily responsible for supporting Paysign’s Patient Affordability programs. The supervisor leads and coaches the agents to ensure the team’s operational goals are met and the best exceptional service is provided to Paysign’s Cardholders delivered via phone, email, or sms. The Supervisor serves as the escalation point and facilitates lines of communication between their team and the other operation teams.

Requirements

Essential Functions and Responsibilities

• Leads, coaches, develops, communicates, and mentors each team member to reach their full potential and to cultivate a respectful, positive and customer centric environment.
• Monitors productivity, quality, attendance, teamwork, and overall performance of each team member and of the collective team.
• Seeks to identify and recommend improvements to systems, policies and procedures while staying in touch with the needs of the employees and the needs of the business.
• Willingly receives and professionally handles escalated calls transferred from Patient Support Specialists.
• Provides necessary reports to leadership on a daily, weekly, and monthly cadence.
• Addresses behavioral, attendance related, and job performance issues with team members under the guidance of the departments’ senior leader.
• Acts on both positive and negative performance trends to recognize employees and to ensure attainment performance targets.
• Provides communication and follow-up to ensure representatives are fully informed of all new product information, procedures, client needs, and company related issues, changes or actions.
• Conducts team meetings and employee one-on-ones to communicate, coach and achieve performance objectives.
• Assists in interviewing new hires and with training as a subject matter expert, as needed.
• Determines work procedures, prepares work schedules and expedites workflow.
• Maintains harmony among workers and resolves grievances.
• Other duties as assigned.

Required Skills/Abilities

• Strong understanding of the life cycle of a pharmacy claim, and how manufacturers, PMBs and pharmacies fit together.
• Familiarity with D.0 standards.
• Able to work with very minimal supervision.
• Strong sense of initiative, self-starter.
• Problem solver, able to understand underlying technical components of various operational tools and identify when there is a larger issue.
• Strong interpersonal and communication skills.
• Ability to work in high volume environment, adhering to production standards and SLAs set by management.
• Strong team player and able to motivate others.

Minimum Qualifications

• 1 year minimum, 2 or more preferred years of direct pharmacy claims processing experience at a pharmacy (specialty preferred) or a pharmacy benefit manager.
• Bachelor's degree in or equivalent education and experience is.
• Two or more years of experience in a supervisory role preferred.
• Two or more years in an inbound customer service environment preferred.
• Proficient in Salesforce.com and MS Office tools.

Working Conditions

• Work is generally performed within an indoor office environment utilizing standard office equipment.
• Travel: This position does not normally require overnight travel.
• Remote Work: This position is not eligible for remote work.

Supervisory Responsibilities/Accountabilities

• This position manages a team of employees in Patient Support, will report to the senior leader of the department and is responsible for development and performance management of his/her team members.

Physical Requirements

• General office environment physical requirements include sitting, extensive use of computers and keyboards, lifting of less than 20 pounds; and walking and standing for long periods of time to support team members.