Provider Experience Supervisor - National Remote

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. 

We take a hands-on approach to patient care that makes a meaningful imprint on the health and quality of life of each patient. We are committed to quality outcomes for the patients and providers we serve.

The Supervisor role will be to lead a team of care coordinators on either inbound call, provider portal chat, provider outreach, or sales inquiries and escalations.

ESSENTIAL FUNCTIONS

• Directly lead and support a team of pharmacy care coordinators
• Will report directly to a manager of Provider Experience
• Responsible for the overall management of executing strategy, partnering with Operations and Sales and other departmental leaders to develop processes, training, developing metrics, and provide mentoring and coaching.
• Lead a team of Provider Experience team members whose responsibilities entail, obtaining support documents for prior authorizations, partnering with prior authorization coordinators and other operational teams, provider clarification support, follow up on prior authorization outcome, assisting with appeals, handling inbound/outbound calls, addressing issues, handling concerns from clients, providers, patients and other corresponding departments and sites
• Client service management: responsibilities entail partnering with the sales team to drive revenue, effectively managing client business, and building relationships
• Travel will be less than 10%

KNOWLEDGE, SKILLS AND ABILITIES

• Able to problem solve with decisiveness and urgency.
• Experience establishing and executing action plans.
• Strong business acumen and ability to make good judgement.
• Ability to be diplomatic when faced with conflict, and always communicate in a professional and courteous manner.
• Ability to produce quality results with a detail-oriented focus.
• Ability to exemplify servant leadership while building high-performing teams and managing talent.
• General knowledge of pharmacy laws, practices and procedures.
• Strong analytical skills, good organizational skills, and ability to manage and prioritize multiple projects; ability to identify and solve practical problems; ability to produce results by determining timeframes, deadlines, and successive steps
• Strong interpersonal skills, strong oral communication skills and the ability to communicate effectively either one-on-one or before groups.
• Ability to network, collaborate and interact with leaders effectively.
• Proficient in Microsoft Office applications.
• Flexible and have the initiative to thrive in a dynamic environment of rapidly changing needs; work well under pressure; and is a highly motivated with the ability to self-direct and prioritize.
• High professional ethics and standards.

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications

• High School Diploma or GED
• 1+ years of Leadership experience
• Beginner level of proficiency with MS Office (Word, Excel, Outlook)

Preferred Qualifications

• Associate's degree or 2+ years of leadership experience
• Pharmacy experience (mail order, retail, hospital, LTC etc.)
• Prior experience as a Team Lead or Supervisory experience
• Current and unrestricted Pharmacy Technician License
• National Technician Certification (PTCB)
• Call center experience
• PBM and / or Managed Care experience
• Solid problem-solving skills
• Superior commu