Supervisor, RxCompass Operations
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Job Description
RxCompass healthcare operations supervisor overseeing pharmacy-program queues, metrics, and frontline care teams. Coaching staff and resolving member-service issues across pharmacy benefits workflows.
Responsibilities:
- Monitor and manage daily RxCompass operational queues to ensure timely processing and service level adherence
- Ensure coordinators actively work assigned queues and meet turnaround expectations
- Review queue aging, backlog, and case status to maintain operational flow and prevent service delays
- Rebalance workloads to ensure equitable distribution of work
- Monitor team KPIs, including productivity, queue throughput, quality scores, adherence, and service levels
- Conduct regular performance check-ins and provide real-time coaching
- Escalate performance concerns and systemic operational issues to the Manager
- Ensure team members follow established workflows and SOPs
- Track and address aging cases or unresolved items
- Ensure accurate documentation of case activity and system records
- Serve as the first escalation point for complex member cases and service issues
- Assist with barriers related to prescriptions, pharmacies, physicians, or program eligibility
- Support onboarding and training of new coordinators and navigators
- Promote accountability, professionalism, and member-first service culture
- Collaborate with Pharmacy Operations, Claims, Client Services, and other internal teams
- Provide feedback on workflow improvements and support new process or program implementations
- Directly supervise Care Coordinators, Care Navigators, and related frontline operational staff
- Provide the Manager with feedback regarding staffing needs, performance concerns, and operational improvements
- Comply with HIPAA obligations concerning Protected Health Information (PHI)
Requirements:
- 3–5+ years experience in healthcare operations, pharmacy benefits, specialty pharmacy, or related field (preferred)
- 1–3+ years leadership experience supervising frontline teams (preferred)
- Strong understanding of queue management and service-level driven environments
- Ability to monitor operational metrics and coach team members to improve performance
- Strong organizational and prioritization skills
- Excellent communication and coaching abilities
- Ability to manage competing operational demands in a fast-paced environment
- Proficiency in Microsoft Office and operational reporting tools
- Knowledge of HIPAA compliance and member data protection requirements
- Bachelor’s degree preferred
- Relevant healthcare, pharmacy benefit management, or specialty pharmacy operations experience preferred
- Experience working in high-volume service environments with defined SLAs
- Ability to work 10:00 AM–7:00 PM CST, with schedule adjustments for meetings across all time zones
- Ability to work extended hours, weekends, and holidays pursuant to industry demands
- Required HIPAA training attendance, completion, and demonstrated competency
- Must report discovered HIPAA violations to the Compliance Officer and/or Human Resources
Benefits:
- High Medical, Dental, Vision Insurance
- Disability and Life insurance
- Employee Assistance Program
- Remote work options
- Generous Paid-Time Off
- Annual Reviews and Development Plans
- Retirement Plan with company match immediately 100% vested
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