Customer Care Supervisor

1 hour, 58 minutes ago
Full-time
Mid Level
Customer and Technical Support
Capital Rx

Capital Rx

Capital Rx provides comprehensive health benefit management and transparent pharmacy benefit management solutions, integrating various healthcare services to support millions of plan members across diverse sectors.

Health Care Providers & Services
251-1K
Founded 2017

Description

  • Handle complex and sensitive customer inquiries and escalations with empathy and professionalism.
  • Oversee daily call center operations, including performance monitoring, procedure adherence, and issue resolution.
  • Lead, train, mentor, and coach remote customer service agents.
  • Monitor individual and team performance metrics and provide feedback for continuous improvement.
  • Provide real-time subject matter expertise to team members resolving customer issues.
  • Conduct team meetings, individual coaching sessions, and related documentation.
  • Communicate issues and resolutions to members, pharmacy staff, providers, and internal stakeholders.
  • Collaborate cross-functionally to improve processes and the customer experience.
  • Ensure compliance with call center procedures, company policies, and applicable guidelines.
  • Promote company culture and communicate policy or department changes to the team.

Requirements

  • 4+ years of customer service experience, including 2+ years of call center supervisory experience.
  • Experience in retail pharmacy, PBM, or related healthcare environments.
  • Experience managing and engaging a remote call center team preferred.
  • High school diploma or equivalent required; associate or bachelor’s degree preferred.
  • Strong communication, active listening, relationship-building, and transparency skills.
  • Strong analytical, problem-solving, decision-making, multitasking, and organizational skills.
  • Ability to work independently with minimal supervision and collaborate effectively.
  • Ability to thrive in a metric-driven, high-volume call center environment.
  • Bilingual Spanish and Medicare experience preferred.
  • Flexibility to work evenings, weekends, and holidays as required.

Benefits

  • Remote position available to U.S.-based employees.
  • Base salary range of $71,200–$112,000 USD.
  • Equal employment opportunity and nondiscrimination protections.

Interested in this position?

Apply directly on the company website

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