Supervisor, Pharmacy Contact Center

ABOUT THE ROLE: 

As the Supervisor of the Pharmacy Contact Center, you will provide day-to-day leadership and oversight of front-line pharmacy service representatives, ensuring the delivery of high-quality support to our members, pharmacies, and providers. This role is critical to maintaining service level performance, coaching team members, and resolving escalated issues in real time. You will work closely with Contact Center Managers and cross-functional teams to uphold operational standards, support training and quality efforts, and foster a collaborative team environment. This is an opportunity to lead with empathy, drive frontline excellence, and make a direct impact on the member experience in a dynamic and fast-growing organization.

WHAT YOU’LL DO:

• Provide day-to-day supervision and support for pharmacy contact center representatives as their direct supervisor, including managing timecards, monitoring schedules, tracking attendance, and overseeing individual performance.
• Support workforce management by collaborating with the Workforce Planning department to adjust staffing and queue assignments to maintain service level performance and optimize team productivity.
• Help implement and refine contact center workflows to meet department standards, client expectations, and service guarantees.
• Foster a positive team culture by conducting regular structured feedback conversations, coaching team members, reinforcing development goals, and promoting collaboration.
• Monitor individual and team performance metrics, identifying trends and supporting action plans to improve outcomes.
• Participate in quality monitoring initiatives and NPS survey programs that promote first-call resolution and reduce member call-backs.
• Assist with onboarding new clients by preparing frontline teams and coordinating across internal stakeholders to ensure readiness.
• Proactively monitor call activity to identify emerging issues and escalate or support issue resolution as needed.
• Help maintain knowledge base materials, standard operating procedures, and training documentation.
• Demonstrate a working understanding of PBM workflows, including pharmacy claims processing and industry terminology.
• Uphold compliance with regulatory and privacy requirements across all member interactions.

WHO YOU ARE:

• • Bachelor’s degree preferred or equivalent work experience
  • Nationally Certified Pharmacy Technician Preferred
  • Prior experience (2–4 years) in a healthcare contact center, PBM, or pharmacy operations setting, with a strong understanding of pharmacy-related customer service
  • Proven ability to coach, motivate, and support frontline team members in a high-volume, service-driven environment
  • Comfortable balancing team performance metrics with individual development and engagement
  • Strong problem-solving skills with the ability to think quickly and resolve member or provider issues in real time
  • Skilled at using data to identify trends, support team improvements, and drive operational efficiency
  • Excellent verbal and written communication skills, with confidence in handling escalations and communicating across teams
  • Detail-oriented, highly organized, and able to manage multiple priorities in a fast-paced setting
  • Familiarity with pharmacy claims, PBM systems, and HIPAA/privacy requirements preferred

SALARY: $60,000-80,000

Offer amounts for both remote and in office roles are influenced by geographic location.

CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment. 

ABOUT RIGHTWAY:

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $205mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global. We’re headquartered in New York City, with satellite offices in Denver and Dallas. Our clients rely on us to transform the healthcare experience, improve outcomes for their