Backed by Khosla.
About the role
The Supervisor, Care Team provides day-to-day leadership and oversight of front-line Pharmacy Technicians and Leads, ensuring the delivery of high-quality support to our members, pharmacies, and providers — whether they reach us by phone, chat, or email. This role is critical to maintaining service level performance, coaching team members, monitoring attendance and resolving escalated issues in real time. You will work closely with the Managers, Sr.
What they're looking for
- Bachelor's degree preferred or equivalent work experience
- Nationally Certified Pharmacy Technician (preferred), state licensure or registration required where applicable by law
- 3+ years of experience in a healthcare contact center, retail pharmacy, PBM, or pharmacy operations setting, with a strong understanding of pharmacy-related customer service
- Experience as a people leader, having previously led teams of pharmacy technicians (preferred)
- 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
More about this role
The Supervisor, Care Team provides day-to-day leadership and oversight of front-line Pharmacy Technicians and Leads, ensuring the delivery of high-quality support to our members, pharmacies, and providers — whether they reach us by phone, chat, or email. This role is critical to maintaining service level performance, coaching team members, monitoring attendance and resolving escalated issues in real time. You will work closely with the Managers, Sr. Managers and cross-functional teams to uphold operational standards and foster a collaborative team culture.
- Provide day-to-day supervision and support for Pharmacy Technicians and Leads as their direct supervisor, including managing timecards, monitoring schedules, tracking attendance, and overseeing individual performance.
- Partner with the Workforce Management team to adjust staffing and queue assignments for your channel, maintaining service level performance and optimizing team productivity.
- Help implement and refine Care Team workflows to meet department standards, client expectations, and service guarantees.
- Foster a positive team culture by conducting regular structured feedback conversations, coaching team members,...
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