Call Centers, Case Management, Co-Payments, Coaching, Consulting, Continuous Improvement, Corrective Action, Customer Relations, Customer Satisfaction, Customer Support/Service, Documentation, Healthcare, High School Diploma, Leadership, Maintain Compliance, Performance Analysis, Performance Metrics, Performance Reviews, Pharmacy, Process Improvement, Quality Metrics, Quality Monitoring, Service Delivery, Staff Development, Staff Training, Team Lead/Manager, Time Management
LOCATION
Lakeland, FL
POSTED
16 days ago
Job ID 23463 – Customer Care Foundation Supervisor
Location: Lakeland, 33810 – This position is onsite
Pay: $23.50-$24.50 per hour
Type: Contract to hire
Schedule: Monday to Friday: 11:30 to 8pm
Job description:
Lead and supervise a team responsible for customer support, eligibility review, enrollment processing, and case management activities, ensuring high-quality service delivery and operational excellence.
Manage staffing, workload distribution, performance evaluations, coaching, training, and employee development while fostering a culture of accountability, collaboration, and continuous improvement.
Monitor operational performance and key metrics, including productivity, quality, turnaround times, accuracy, and customer satisfaction, implementing corrective actions and process improvements as needed.
Serve as the primary escalation point for complex customer, provider, partner, and internal issues, ensuring timely resolution while maintaining compliance with policies, procedures, and quality standards.
Develop and maintain training materials, performance reporting, quality monitoring programs, and operational documentation while building strong relationships with clients and key stakeholders.
Nice to have:
College degree preferred
Florida Registered Pharmacy Technician license – In good standing
Requirements:
Must have (3)+ years of healthcare, call center, copay assist, or pharmacy
Must have (2)+ years of leadership in pharmacy or healthcare