Supervisor, Pharmacy Operations (2026-8068)

Please Note: This is a temporary position from October 2026 - March 2027 The Supervisor manages program staff, activities, processing, order fulfillment and deliverables associated with assigned Program(s). KEY RESPONSIBILITIES: • Direct the work force either directly or indirectly through the management hierarchy to include interviewing, selection, orienting, training, coaching, performance management, as appropriate • Coordinate and supervise the daily activities of a team pharmacy members and programs that range from routine to moderately complex. Typically, does not spend more than 5% of time performing the same work as those supervised • Assist with monitoring attendance, weekly time approval, and PTO requests • Ensures agents understand and comply with all pharmacy objectives, performance standards, and policies • Assist Team Leads with answering agent questions regarding best practices or difficult calls • Ensure necessary changes are made in staffing based on day of week, volume of work, client priority, or other anticipated or unanticipated events to ensure SLAs are achieved • Identify operational issues, suggest and implement improvements • Perform QA on agent phone calls • Monitor and evaluate agent performance, train, coach, and escalate performance issues as necessary • Monitor Key Performance Indicators (KPIs) – Identify, track and utilize KPIs to achieve business objectives and drive continuous process improvement • Perform routine audits to ensure standard operating procedure (SOP) compliance • Ensures completion of new hire on-boarding and competency training • Preparing reports and analyzing data to assist management as they determine client program goals • Working with other supervisors and management team members to support agents and maximize customer satisfaction • Keep management updated on all activities, metrics, and issues • Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or action • Monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets • Ensure that staff receive the training needed to be proficient in their roles • Answer questions and requests, respond to and refer inquiries to the Pharmacist when necessary • Provide high quality customer service to patients and doctors while protecting patient confidentiality • Perform all other duties as assigned The above duties are meant to be representative of the position and not all-inclusive. MINIMUM JOB REQUIREMENTS: • Bachelor's Degree and/or three (3) or more years related experience or equivalent combination of education and experience • Three (3) or more years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field • Two (2) or more years of supervisory experience providing customer service to patients, clients, or customers, including meeting quality standards for services – preferably in a call center setting • Commitment to complete the ‘technician in training’ requirements approved by the Indiana Board of Pharmacy within one year of hire date, if unlicensed • Knowledge of medical terminology (including sig codes and Roman numerals), brand and generic names of medications, and general pharmacy terminology • Experience with HIPAA, PDMA, cGMP adverse events • Experience with insurance procedures, drug reimbursement issues, and claim adjudication process • Computer literacy to include operating systems, Microsoft Office Suite, presentation software, communication and collaboration tools, and Adobe PDF or comparable • Ability to read, write, speak, and understand the English language PREFERRED EDUCATION AND EXPERIENCE: • Two (2) years of previous pharmacy technician experience with exposure to all functional areas (order entry, medical records, filling, inventory, returns, etc.) • Registered and licensed pharmacy technician by the Indiana Board of Pharmacy in good standing • Nationally certified through the PTCB or another approved certifying agency • Bi-lingual, English and Spanish • Project management experience • Customer service evaluation and satisfaction experience KNOWLEDGE, SKILLS & ABILITIES: • Ability to coach, train, and motivate employees and evaluate their performance • Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners) • Ability to confer with clients by phone and email to discuss tactical issues relating to program operation • Able to manage one's own time and that of their direct reports; seeks agreement on resource allocation taking into account all stake holders; demonstrates frugality by properly preparing and adhering to budgets; seeks ways to decrease cost and spend only on things that improve customer satisfaction • Thorough understanding of the State of Indiana Board of Pharmacy Regulations • Personal initiative and commitment to team and organizational goals • Ability to work independently with minimal supervision • Ability to work under pressure and appropriately prioritize responsibilities • Ability to accept changing workflows and unexpected demands requiring flexibility • Excellent verbal and written communication skills • Excellent analytical, problem solving and decision-making skills • Excellent interpersonal and customer service skills • Excellent organization skills with attention to detail • Excellent typing / keyboarding skills • Ability to learn from a variety of techniques • Ability to accept ambiguity at times and apply decision making skills to determine course of action • Ability to follow established process flows • Ability to perform accurately and efficiently when inputting information into computer software • Ability to effectively multi-task • Strong computer skills including Microsoft Office products • Basic math skills • Strong understanding and practice of data entry, medical records, and dispensing systems and equipment • Ability to possess and obtain knowledge of medication names – generic and trade • Ability to recognize subtle differences in names and numbers • Ability to work effectively in highly stressful situations, exhibiting flexibility in changing situations PHYSICAL DEMANDS: • Location of job activities 100% inside • Noise and / or vibrations exposure • Reaching (overhead), handling, and feeling • Stand and sit for prolonged periods of time Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The expected base pay range for this position is $50,000–$55,000 per year. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses. CareTria is an Equal Opportunity Employer.