Customer Service Supervisor - Express Scripts - Remote
About Our Client: The organization operates in the healthcare and health services industry, focusing on improving the health and vitality of clients, customers, and patients. It addresses challenges in healthcare delivery and health service management through its divisions, enhancing the lives of those it serves on a broad scale. About the Opportunity: The CUSTOMER SERVICE SUPERVISOR role involves leading and developing a virtual team of Patient Care Advocates who support commercial market members and clients. This position is responsible for ensuring service quality, coaching team members, and partnering with various departments to maintain operational effectiveness. The supervisor plays a key role in driving team performance, improving customer experience, and supporting organizational goals. Responsibilities: Lead a virtual team of 20+ Advocates to achieve service and quality goals daily. Coach and develop team members through regular one-on-one meetings. Establish a culture of accountability with clear expectations. Monitor calls and data to identify issues and create action plans. Use metrics and real-time tools to analyze trends and inform leadership. Provide tools, training, and support to remove barriers for Advocates. Foster an inclusive team environment to enhance retention and engagement. Drive continuous improvement and collaborate across departments. Address escalations, staffing gaps, and system issues promptly. Requirements: High School Diploma or GED. Minimum of 1 year leadership experience such as RTL, SME, mentor, trainer, or supervisor. Strong written and verbal communication skills, including handling difficult conversations professionally. Ability to analyze operational reports and develop measurable action plans. Collaborative approach with influence across cross-functional teams. Strategic thinker focused on continuous improvement. Knowledge of HIPAA, quality standards, and compliance requirements. Proficiency in Microsoft Office applications. Flexibility to work beyond scheduled shifts during peak times. Pay Range and Compensation Package: Annual salary range of 51,700 to 86,100 USD, depending on experience and location. Eligibility to participate in an annual bonus plan. Benefits & Perks: Medical insurance. Vision insurance. Dental insurance. 401(k) retirement plan. Company-paid life insurance. Tuition reimbursement. Minimum of 18 days paid time off per year. Paid holidays and leaves of absence. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.