MTM Operations Supervisor

This is an opportunity for an operations leader who knows how to bring structure to a fast-paced environment, develop people, and use data to drive meaningful improvements. You'll play a direct role in building a culture of accountability, engagement, and continuous improvement while helping Clarest deliver consistent, patient-centered medication management at scale.

What You’ll Do

You'll lead the daily execution and continuous improvement of MTM operations, creating consistency across team performance, service delivery, and quality.

• Oversee daily clinical operations: Ensure consistent execution of telephonic MTM workflows, documentation expectations, and program requirements across a high-volume, remote healthcare environment.
• Manage workflows and service delivery: Oversee queue management, workload distribution, operational priorities, and escalations to support service levels and timely execution.
• Partner on workforce planning: Collaborate with Workforce Management to align staffing, scheduling, and team coverage with operational demand.

• Own operational performance: Monitor productivity, quality, documentation accuracy, service levels, attendance, and schedule adherence, translating business goals into clear daily expectations.
• Use data to drive improvement: Analyze performance trends, quality assurance findings, and operational data to identify root causes, address risks, and implement corrective actions.
• Coach and develop team members: Conduct virtual one-on-ones, provide regular feedback, reinforce skills, and support performance improvement through targeted coaching and live monitoring.
• Lead onboarding and training: Support new-hire onboarding and development, building readiness for independent work within established timelines and performance expectations.
• Build accountability across a remote team: Establish clear communication norms, escalation pathways, and team routines that reinforce consistency, ownership, and operational discipline.
• Support employee engagement and retention: Identify workload barriers, performance gaps, and engagement risks early, taking appropriate action to support team effectiveness.
• Address employee relations matters: Manage performance and behavioral concerns promptly and professionally, following company policies and progressive discipline practices in partnership with Human Resources and leadership as needed.
• Maintain compliance and quality standards: Reinforce HIPAA, privacy, security, and clinical documentation requirements while ensuring patient safety and service quality remain non-negotiable.
• Resolve operational challenges: Identify workflow bottlenecks and partner cross-functionally to improve processes, scripts, documentation standards, and handoffs.
• Support continuous improvement: Participate in and lead quality improvement initiatives and cross-functional projects that improve operational efficiency, service consistency, and patient outcomes.
• Escalate risks appropriately: Promptly communicate patient safety concerns, quality issues, compliance risks, and other matters requiring leadership attention.
• Reinforce a culture of professionalism: Foster an inclusive, collaborative environment where team members feel comfortable raising questions, identifying risks, and sharing ideas for improvement.

What We’re Looking For

• Experience in regulated healthcare operations, such as Medication Therapy Management (MTM), pharmacy operations, pharmacy benefit management (PBM), healthcare contact centers, care coordination, telehealth, or similar service environments.
• Supervisory or people leadership experience in a healthcare operations setting, including coaching, performance management, and employee onboarding or training.
• Experience leading remote or geographically distributed teams in a fast-paced, metrics-driven environment.
• Experience managing operational KPIs, including productivity, quality, service levels, attendance, and schedule adherence.
• Demonstrated ability to use performance data, quality assurance findings, and trend analysis to identify issues and implement corrective actions.
• Experience managing workflows, operational priorities, escalations, and service continuity in a high-volume environment.
• Working knowledge of healthcare compliance requirements, including HIPAA, privacy, security, and clinical documentation standards.
• Strong communication and interpersonal skills, including the ability to set expectations, deliver constructive feedback, and navigate difficult conversations.
• Experience partnering with cross-functional stakeholders to resolve operational challenges and improve processes.
• Proficiency with healthcare operations systems and standard office tools, including documentation platforms, operational dashboards, timekeeping systems, and Microsoft Office.

An active LPN/LVN license in good standing is preferred but not required.

Bonus Points If You Have

• Experience leading MTM programs or telephonic medication management services.
• Experience supervising LPNs, clinical staff, pharmacy technicians, or other healthcare operations teams.
• Experience in pharmacy, PBM, or other medication-focused healthcare operations.
• Experience using quality monitoring, call monitoring, or QA scorecards to improve individual and team performance.
• Experience with workforce management, capacity planning, queue management, or service-level optimization.
• Experience developing coaching plans, performance improvement plans, or structured employee development programs.
• Experience improving clinical workflows, documentation practices, operational scripts, or escalation processes.
• Experience leading quality improvement initiatives or implementing operational changes across remote teams.
• Experience partnering with Human Resources on employee relations, performance concerns, and progressive discipline.