Supervisor - Program Management

Accountabilities: Program Operations Management: Oversee daily program activities in accordance with contractual scopes of work, established standard operating procedures, program guidelines, and approved budgets. Ensure operational tasks are completed efficiently and in compliance with applicable requirements. Team Leadership and Supervision: Supervise and coordinate the work of approximately 1–20 direct reports. Establish priorities, assign responsibilities, monitor productivity, and collaborate with program managers to ensure team objectives and deadlines are met. Performance Monitoring and Quality Assurance: Develop and monitor program metrics, service-level agreements (SLAs), quality indicators, and operational performance measures. Identify performance gaps, recommend improvements, and ensure employees adhere to quality, service, and program standards. Employee Development and Training: Participate in recruitment, interviewing, employee evaluations, onboarding, and ongoing training. Coach team members, support professional development, and track compliance with required procedures and performance expectations. Process Documentation and Improvement: Develop and update training materials, project-specific procedures, and workflow documentation. Translate operational decisions into clear processes and implement improvements that enhance efficiency, consistency, and service quality. Complex Case and Escalation Management: Investigate and resolve complex cases, escalated concerns, and unresolved operational issues. Conduct detailed research, determine appropriate solutions, and identify situations requiring exceptions to standard procedures. Stakeholder Communication: Coordinate with program managers, other supervisors, and internal departments to align operational priorities and resolve issues. Support presentations of program information to internal and external stakeholders as needed. Team Meetings and Reporting: Conduct monthly team meetings, prepare agendas and minutes, communicate program updates, and establish clear goals and expectations. Participate actively in virtual and in-person meetings and business events. Compliance and Operational Oversight: Enforce program guidelines and project-specific procedures, maintain appropriate documentation, and ensure daily activities remain aligned with contractual commitments and organizational policies. Additional Responsibilities: Travel as required, support changing business needs, and perform other duties assigned by management. Requirements Education: Associate or bachelor's degree in a relevant discipline, or equivalent professional experience. Relevant Industry Experience: Five or more years of relevant experience in pharmacy benefit management, specialty pharmacy, or patient support and access services, preferably within a hub services environment. Pharmacy and Healthcare Expertise: At least three years of experience in pharmacy and/or medical benefit verification, prior authorizations, and/or appeals. Customer Service Experience: Demonstrated customer service experience, with call center experience considered an advantage. Leadership and Team Management: Proven ability to supervise employees, establish priorities, manage performance, resolve challenges, and develop a productive, collaborative team. Operational and Analytical Skills: Strong analytical and problem-solving abilities, with experience monitoring performance metrics, identifying process inefficiencies, and implementing practical improvements. Technical Proficiency: Strong computer skills, including proficiency with Microsoft Office applications and the ability to maintain accurate program documentation, reports, and training materials. Communication Skills: Excellent verbal, written, and presentation skills, with the ability to communicate procedures, provide constructive feedback, and collaborate effectively with employees, managers, and clients. Organization and Time Management: Ability to manage multiple priorities, coordinate daily activities, meet deadlines, and maintain operational quality in a fast-paced environment. Adaptability: Willingness to work a flexible schedule, participate in virtual and in-person meetings, and travel when required. Professional Attributes: A proactive, accountable, and detail-oriented approach, with a commitment to employee development, service excellence, and continuous improvement. Benefits Remote Work: Opportunities to work remotely from a home-based location in the United States. Competitive Compensation: Annual salary ranging from $43,888 to $65,625 , depending on qualifications and experience. Retirement Savings: 401(k) plan with employer matching contributions. Paid Time Off: 20 days of paid time off, in addition to paid holidays. Healthcare Coverage: Medical, dental, and vision insurance. Health Savings Options: Health Savings Account (HSA) and Flexible Spending Account (FSA) options. Telemedicine: Access to virtual medical appointments. Disability and Life Insurance: Short-term disability, long-term disability, and life insurance coverage. Employee Assistance: Employee assistance programs to support personal and professional well-being. Wellness Benefits: Access to wellness programs and employee discount programs. Family Support: Adoption assistance benefits. Professional Development: Opportunities for career advancement, promotion, and tuition reimbursement. Flexible Work Environment: A work environment designed to support employee growth, flexibility, and professional development.