Patient Services Supervisor

About the role

We are looking for a Patient Services Supervisor to lead, train, and motivate a team of customer service representatives delivering exceptional patient support across multiple locations. The role oversees daily operations, ensures quality standards, and handles escalated issues within a pharmacy benefit management environment.

Key responsibilities

• Manage quality assurance and call audit activities across multiple locations and omni‑channel lines of business.
• Lead efforts to build a cohesive, customer‑focused team culture.
• Oversee workload, scheduling, and service volume goals.
• Train and coach team members to maintain high customer service standards.
• Monitor performance metrics and implement process improvements.
• Address and resolve escalated customer issues.
• Train new hires on systems, procedures, service expectations, and internal processes.
• Perform additional duties as assigned.

Required profile

• Bachelor’s degree in health administration, business, or related field preferred, or equivalent work experience.
• Licensed or certified Pharmacy Technician, or ability to obtain licensure/certification within 6 months of hire.
• Excellent verbal and written communication, organizational, and leadership abilities.
• Ability to exercise prudent judgment, maintain confidentiality, and act diplomatically.
• Self‑directed with strong follow‑up skills.

Required skills

• Proficiency with Microsoft Office (Outlook, Excel, Word, Teams).
• Experience with telephony systems, CRM platforms, and workforce management tools.
• Knowledge of Pharmacy Benefit Management operations, claims processing, and medication use.
• Familiarity with HIPAA regulations.