Position Summary

 The Pharmacy Support Specialist Supervisor (PSS Supv) serves as the primary operational anchor, mentor, and escalation point for the Pharmacy Support Specialist teams. This role balances advanced hands-on operational execution with leadership responsibilities, including coaching underperforming staff, designing training materials, and driving process consistency. The PSS Supv resolves complex procedural issues independently, manages high-touch client or member escalations, and partners closely with the Pharmacy Operations Manager to ensure the team hits key performance and quality metrics.  Beyond clinical and tactical coaching, a significant portion of this role is dedicated to day-to-day administrative people management, including tracking attendance, managing timecard compliance, and coordinating PTO schedules to ensure seamless operational coverage  

Essential Functions

Team Leadership & People Development

• Operational Point of Contact: Serve as the immediate first point of contact for the PSS team regarding daily operational questions, complex cases, and systemic troubleshooting.
• Coaching & Mentorship: Mentor, coach, and provide daily guidance to PSS team members to foster professional growth, skill development, and consistent quality output.
• Workforce & Timecard Administration: Oversee the daily administrative logistics of a non-exempt workforce. This includes tracking team attendance, reviewing and approving weekly timecards, managing PTO requests, and monitoring shift adherence to ensure optimal queue coverage during peak operational hours. 
• Performance Management: Collaborate with the Pharmacy Operations Manager to identify areas for skill elevation; develop tailored improvement frameworks and deliver dedicated mentorship to successfully bridge performance variations and help team members excel. Conduct regular quality reviews of inbound calls, case documentation, and operational workflows.
• Recruitment Support: Actively participate in and support the recruitment, interviewing, and selection process for incoming team members.
• Autonomous Problem Solving: Resolve internal team and workflow issues independently whenever possible, or escalate to management with thorough context and actionable proposed solutions.

Training & Knowledge Management

• Ongoing Training Delivery: Lead the ongoing training process for the PSS team post-onboarding, ensuring total proficiency in operational procedures, internal systems (including Google Workspace and PBM platforms), and product knowledge.
• Curriculum & Material Development: Proactively identify training gaps across the floor; design, update, and deliver targeted training sessions and reference materials to address process updates or system modifications.

Advanced Operations & Escalation Handling

• High-Tier Escalations: Personally manage and resolve escalated or highly complex inbound member and client concerns, ensuring comprehensive documentation and definitive resolution.
• Workflow Oversight (PA & Appeals): Oversee and directly contribute to administrative tasks surrounding prior authorization (PA) cases and appeals to maintain strict accuracy, speed, and regulatory compliance.
• Clinical Team Integration: Provide expert-level support to the clinical pharmacy team during complex PA case reviews and coordinate high-touch outbound member or provider communications.
• Special Projects: Contribute to—and occasionally act as the project manager for—special operational tasks and product expansion initiatives as assigned.
• Other duties as required.*

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

• PBM Experience: Minimum of 3 years of experience in PBM operations is required, with a proven track record in medical necessity workflows or prior authorization case reviews. (Candidates without direct PBM experience will be considered only if they possess equivalent leadership, training, or special project management experience).
• Leadership Experience: Minimum of 1 year of experience in a formal leadership, mentorship, team lead, or instructional training capacity is highly preferred.
• Decision-Making Skills: Demonstrated ability to independently resolve highly complex, ambiguous issues and make sound operational decisions under pressure.
• Communication Skills: Exceptional verbal and written communication skills are strictly required.
• Technical Proficiency: Expert-level familiarity with Google Workspace products (Docs, Drive, Slides) and Microsoft Office (Word, Excel, PowerPoint), with the ability to easily learn and train others on specialized PBM system architectures.
• Systems Expertise & Technological Agility: Advanced mastery of operational platforms, PBM architectures, and CRM systems. Must be highly comfortable not only executing workflows within these modules but also troubleshooting system issues, monitoring queue dashboards, and instructing/training staff on proper platform utilization. 
• Licensure: Pharmacy Technician experience or active certification is highly preferred.
• Growth Mindset: Fast learner who is highly adaptable and motivated by long-term growth opportunities as our product suites expand.

Company Standard Requirements:

• Ability to work well with others in a collaborative environment
• Ability to get things done with resources you don’t control
• Willingness to admit you don’t know and ask for help
• Exhibit constant curiosity and a drive to problem solve
• Exhibit desire to learn and grow on a continuous basis