Customer Service Supervisor PBM

Marpai Administrators (Subsidiary of Marpai Inc. (NASDAQ: MRAI)) is a technology company transforming the Third Party Administration sector serving employers with self-funded health plans. Marpai Administrators (“Marpai”) is an AI-powered national TPA (third party administrator) using deep learning and machine learning to maximize population health outcomes with the greatest cost efficiency for any health plan budget. We create healthier members and a healthier bottom line. Marpai proactively targets at-risk members with meaningful clinical interventions to improve outcomes.

ABOUT THE POSITION:

The Customer Service Supervisor, PBM reports to the Customer Service Manager and is responsible for leading a team of specialized agents, customer service representatives, to deliver high-quality service to resolve complex questions regarding prescription drug coverage. This role plays a critical part in enhancing customer satisfaction, driving retention, and supporting the overall business objectives by maintaining efficient operations and fostering a positive team environment.

WHAT YOU WILL BE DOING:

• Supervise team: Guide the team through complex member inquiries regarding drug formularies, tier structures, and copays. Supervise the investigation and resolution with members, pharmacies and prescribers of rejected pharmacy claims, coordinating eligibility overrides and technical point-of-sale errors.
• Enforce compliance with regulatory requirements: Monitor and train teams on strict adherence to HIPAA regulations and other applicable regulations.
• Monitor Key Performance Indicators (KPI) and Service Level Agreements (SLA): Ensure the team meets contractual SLAs.
• Training and Coaching: Analyze trends of issues to identify, training gaps, performance issues, and create a plan to address the gaps and recommend solutions as needed. Provide coaching and critical conversations to direct reports for developmental and correctional issues.
• Quality assurance and audits: Complete monthly call monitoring. Review monthly scorecard with individuals on team, identifying trends that need to be addressed as well as kudos for jobs well done.
• Handles overflow for calls, chat, and emails as needed especially during peak
• Maintain and develop Standard Operating Procedures
• Other duties as required
  
  
  

WHAT SUCCESS LOOKS LIKE:

• Drive member accessibility through effectively managing resources, coordinating multiple daily tasks, and enhancing the effectiveness of customer interactions
• Ensure exceptional quality through the monitoring and coaching of call interactions and claim processing
• Cultivate the ultimate customer experience by ensuring the team is well trained and coached
• Ensure team is meeting and exceeding expectations and metrics
  
  
  

WHAT DO YOU NEED:

• Industry Experience: 2 years of experience in a PBM, managed care, healthcare call center, or pharmacy environment.
• Preferred License: Active Certified Pharmacy Technician (CPhT) designation or state pharmacy technician license is highly preferred.
• 3 years minimum call center experience
• 3 years in a supervisory or leadership role in a call center
• Strong leadership and team management skills
• Excellent communication, both verbal and written
• Problem-solving and conflict resolution skills
• Ability to analyze performance metrics and use data to improve team effectiveness
• Encourage and support accountability and engagement, including sharing of information, ownership and successes with others
• Consistently communicate expectations to clients and internal team members
• Capability to manage service recovery as necessary
  
  
  

WORK REQUIREMENTS:

• Tampa, FL or Remote
• Fast paced, dynamic work environment requiring the ability to be adaptive, innovative and flexible
• No travel required
  
  
  

WHY WORK AT MARPAI?

We have great benefits:

• Generous PTO
• Medical and Prescription
• Health and Wellness Programs
• EAP
• FSA / HSA / Dependent Care
• Dental
• Vision
• Life and Disability
• STD/LTD
• Voluntary Benefits: Critical Illness, Accident, Hospital
• 401k with Employer Match
• LegalShield
• Identity Theft Protection
  
  
  

Marpai is an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

This is a remote position.