Customer Care Supervisor-Patient Affordability

As part of Paysign’s Customer Care Department, the supervisor is responsible for leading and supervising a team of Medical Copay Claims Processors 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.

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 CSRs.
• 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.
• Above average attention to detail.
• 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.
• Easily adapts to and supports change.

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 Customer Care, will report to the senior leader of the department and is responsible for development and performance management of his/he 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.