Lumicera Health Services Powered by Navitus

Innovative Specialty Pharmacy Solutions- Lumicera Health Services is defining the “new norm” in specialty pharmacy to optimize patient well-being through our core principles of transparency and stewardship. Here at Lumicera, our team members work in an environment that celebrates creativity and fosters diversity. 

Due to growth, we are adding this Supervisor, Customer Care to our Patient Services department.

We are unable to offer remote work to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming.

The Supervisor, Customer Care (SCC) Specialty Pharmacy is responsible for day-to-day leadership/support of Patient Care Assistant staff members. The Supervisor is responsible for disseminating information through proper media channels and ensuring staff comprehension. The SCC will assist with analyzing, monitoring, and implementing change as necessary to ensure the staff consistently meet performance metrics and deliver superior service to internal and external goals and guarantees. The SCC will remain informed of current and anticipated client or contractual requirements, changes facing the department and assist or lead interventions or changes as directed.

Is this you? Find out more below!

How do I make an impact on my team?

• Ensure daily workload standards are met by understanding current workflow/scheduling needs and plans and ensuring direction to staff supports workflow/scheduling goals
• Identify and remove barriers that are preventing goals from being achieved
• Review client transitions and changes in volume; ensure talking points are clear
• Ensure staff comprehension by requesting feedback or through observation 
• Responsible for day to day leadership/support of department staff 
• Participate in setting and enforcing appropriate quality metrics for staff
• Facilitate training/development needs for individuals and department
• Manage disciplinary process as outlined in department/company policies
• Consistently document and retain records of all training, reviews, and feedback with Specialists 
• Maintain technical knowledge of the pharmacy processing software, Navitus’ claims processing software, phone system, quality monitoring and tracking tools, scheduling software, reporting suite, knowledge management application, and other applications and tools as applicable. 
• Manage processes to be compliant with all requirements including state, federal, and accreditation regulations to include CMS, URAC, ACHC, etc. 
• Ability to travel between campuses 5% of the time 

What our team expects from you? 

• High School or equivalent with at least 2 years’ experience in a managed care, specialty pharmacy, customer service, or PBM environment required. or Associate or Bachelor’s degree preferred. CPhT preferred.

• Experience in a call center environment preferred
• Direct leadership or coaching / mentoring experience preferred
• Pharmacy Claim / benefit experience preferred
• Knowledge of industry practices, HIPAA, and applicable data privacy practices preferred

• Participate in, adhere to, and support compliance program objectives
• The ability to consistently interact cooperatively and respectfully with other employees

What can you expect from Lumicera?

• Hours/Location: Monday - Friday 8:00am-5:00pm CST, Remote
• Paid Volunteer Hours
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program – up to $750!
• Top of the industry benefits for Health, Dental, and Vision insurance, Flexible Spending Account, Paid Time Off, Nine paid holidays, 401K, Short-term and Long-term disability, College Savings Plan, Paid Parental Leave, Adoption Assistance Program, and Employee Assistance Program

#LI-Remote