Lumicera Patient Services is seeking a Supervisor, Customer Care to join our Lumicera Patient Services department!
The Supervisor, Customer Care (SCC) Specialty Pharmacy 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 SCC 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 SCC will remain informed of current and anticipated client or contractual requirements, changes facing the department and assist, or lead interventions or changes as directed. The SCC is responsible for ensuring service levels are met consistently though support of workflow/scheduling practices, training and staff evaluations. The SCC is responsible for tracking, trending, and reporting Specialist metrics as well as defining and implementing timely plans to resolve opportunities with staff. The Supervisor will work collaboratively with department trainers and quality analysts to ensure consistency, efficiency, and accuracy in patient interactions. The SCC will ensure staff is adequate, efficient, proficient and compliant in essential areas and escalate where necessary to make changes/improvements to the workforce and/or its technology resources/tools. The Supervisor, Customer Care Specialty Pharmacy will serve as a resource for escalations arising from patient inquiries and will be the point person for inter-departmental issue resolution.
Is this you? Find out more below!
ResponsibilitiesHow do I make an impact on my team?
Participate in setting and enforcing appropriate quality metrics for staffPerform periodic quality monitoring of staffManage disciplinary process as outlined in department/company policiesConsistently document and retain records of all training, reviews, and feedback with SpecialistsCommunication and coordination with hiring/temp agenciesAssist with the development and maintenance of training resources for staffMaintain technical knowledge of the pharmacy processing software, Navitus’ claims processing software, phone system, quality monitoring and tracking tools, scheduling software, reporting suite, knowledge management application, and other applications and tools as applicableMaintain expert knowledge of client and program benefit design and resources used to assist patients within a client-specific or program benefits accuratelyAbility to travel between campuses 5% of the timeUnderstand and manage to department budget to ensure financial successOther duties as assigned QualificationsWhat our team expects from you?
High School or equivalent with at least 2 years’ experience in a managed care, specialty pharmacy, customer service, or PBM environment required or Associate or Bachelor’s degree preferredCPhT preferredExperience in a call center environment preferredDirect leadership or coaching/mentoring experience preferredPharmacy Claim/benefit experience preferredKnowledge of industry practices, HIPAA, and applicable data privacy practices preferredParticipate in, adhere to, and support compliance program objectivesThe ability to consistently interact cooperatively and respectfully with other employeesWhat 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!We are unable to offer remote work to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming.
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