Supervisor

Summary

Join Rightway as the Supervisor of the Pharmacy Contact Center, leading and overseeing a team of pharmacy service representatives. You will ensure high-quality support for members, pharmacies, and providers, maintaining service levels, coaching team members, and resolving escalated issues. Collaborate with managers and cross-functional teams to uphold operational standards, support training, and foster a positive team environment. This role offers the chance to drive frontline excellence and directly impact member experience. The position involves managing schedules, monitoring performance, implementing workflows, and conducting regular feedback sessions. You will also participate in quality monitoring and assist with onboarding new clients.

Requirements

• Bachelor’s degree preferred or equivalent work experience
• Prior experience (2–4 years) in a healthcare contact center, PBM, or pharmacy operations setting, with a strong understanding of pharmacy-related customer service
• Proven ability to coach, motivate, and support frontline team members in a high-volume, service-driven environment
• Comfortable balancing team performance metrics with individual development and engagement
• Strong problem-solving skills with the ability to think quickly and resolve member or provider issues in real time
• Skilled at using data to identify trends, support team improvements, and drive operational efficiency
• Excellent verbal and written communication skills, with confidence in handling escalations and communicating across teams
• Detail-oriented, highly organized, and able to manage multiple priorities in a fast-paced setting

Responsibilities

• Provide day-to-day supervision and support for pharmacy contact center representatives as their direct supervisor, including managing timecards, monitoring schedules, tracking attendance, and overseeing individual performance
• Support workforce management by collaborating with the Workforce Planning department to adjust staffing and queue assignments to maintain service level performance and optimize team productivity
• Help implement and refine contact center workflows to meet department standards, client expectations, and service guarantees
• Foster a positive team culture by conducting regular structured feedback conversations, coaching team members, reinforcing development goals, and promoting collaboration
• Monitor individual and team performance metrics, identifying trends and supporting action plans to improve outcomes
• Participate in quality monitoring initiatives and NPS survey programs that promote first-call resolution and reduce member call-backs
• Assist with onboarding new clients by preparing frontline teams and coordinating across internal stakeholders to ensure readiness
• Proactively monitor call activity to identify emerging issues and escalate or support issue resolution as needed
• Help maintain knowledge base materials, standard operating procedures, and training documentation
• Demonstrate a working understanding of PBM workflows, including pharmacy claims processing and industry terminology
• Uphold compliance with regulatory and privacy requirements across all member interactions

Preferred Qualifications

• Nationally Certified Pharmacy Technician Preferred
• Familiarity with pharmacy claims, PBM systems, and HIPAA/privacy requirements preferred

Benefits

$60,000-80,000