Supervisor, Pharmacy Contact Center

This position will be in our Irving, TX office 5 days a week.

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.

ABOUT THE OFFICE:

Our new office in Las Colinas is designed with employee experience in mind, offering a mix of comfort, convenience, and community:

• Free onsite parking and round-the-clock security team
• Free onsite fitness center and outdoor garden space for breaks
• Fully stocked kitchen with coffee, snacks, and beverages
• Discounted onsite café with a refreshed menu
• Modern, light-filled workspace with collaborative and quiet areas
• Regular happy hours and community events hosted by building management
• Walking distance to restaurants and retail in the Las Colinas area

This office brings together the perks of in-person connection with a supportive, well-equipped environment.

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 dep