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Who We Are EmpiRx Health is a disruptor in an ever-changing healthcare industry, offering a market-differentiating, value-based pharmacy benefits management solution. We are bold and fearless in our approach to healthcare, how we talk about ourselves, and our use of advanced technology and analytics.
What We Do
We partner with HR and Benefits managers nationwide to ensure our membership has access to the best pharmacy benefits available. We place more emphasis on member care than any other PBM by focusing on health outcomes first. Our pharmacists and clinicians are at the center of everything we do―and our population health solution delivers tailored strategies for our clients. Our pharmaceutical staff daily consults with physicians to drive the greatest clinical and financial outcomes.
Employee-Centric Culture
At EmpiRx Health, our employees are our most valuable asset. We’ve earned recognition as an award-winning leader in healthcare by investing in our employees. We are committed to fostering a culture of excellence and continuous improvement. Our approach to performance management is designed to empower employees to achieve their full potential while contributing to the overall success of the organization. Our leadership teams drive the employee experience with a strength-based learning and development approach. We’ve fostered an environment where every voice is heard, and talents are nurtured. At EmpiRx Health, we celebrate groundbreaking ideas, encourage collaboration, and value open dialogue.
Who We’re Looking For
EmpiRx Health is in unprecedented growth, and we’re seeking a highly skilled and experienced Customer Service Supervisor.
If you are a highly motivated and results-driven professional with a passion for customer service and team leadership, and you have experience supervising teams in a call center environment—excelling at inspiring, coaching, and mentoring team members to achieve performance goals and deliver world-class customer service—then you possess the qualities we are looking for.
As a proactive problem solver dedicated to providing excellent customer service and possessing a strong customer focus, your ability to handle complex and escalated issues with empathy and professionalism sets you apart.
In addition to your exceptional interpersonal skills, if you exhibit strong written and verbal communication abilities, your effective interaction with team members and management reflects your commitment to collaboration. Your robust analytical skills allow you to interpret information and determine appropriate resolutions.
Your capacity to work in a fast-paced environment and manage multiple tasks simultaneously further demonstrates your agility and efficiency. If these qualities resonate with you, we encourage you to consider joining our team.
What You’ll Do
As a Customer Service Supervisor, your role will encompass a wide range of responsibilities:
- Handle complex or sensitive customer inquiries or complaints that require supervisor intervention or resolution with empathy and professionalism.
- Oversee the day-to-day operations of the call center, including monitoring performance, handling escalated calls, ensuring adherence to procedures and protocols, and resolving operational issues.
- Train, mentor, and supervise a team of Customer Service representatives, providing ongoing guidance and support to ensure their professional development and maximize their performance.
- Monitor individual and team performance metrics and provide regular feedback to help drive continuous improvement.
- Collaborate with other departments to improve processes and enhance the overall customer experience.
- Demonstrate strong verbal and written communication skills when providing professional responses to complex and/or sensitive topics and situations, both internally and externally.
- Support and provide high-quality five-star customer service.
- Assist in upholding corporate policies and call center policies and procedures.
- Assist in the timely communication of company/department changes to team members.
- Provide real-time subject matter expertise support to team members to assist in issue resolution.
What You Need
- PBM Experience.
- Supervisory or Similar Role Experience.
- Flexibility to work in shifts including evenings, weekends and holidays as required.
Preferred
- Pharmacy experience.
- 2 -3 years of Call Center Experience, with at least 1 year of supervisory experience.
- Remote work experience.
Benefits And Perks
At EmpiRx Health, we understand that a fulfilling career goes beyond the tasks at hand. It’s about creating an environment where employees thrive both professionally and personally. As a valued member of our team, you’ll have access to a range of benefits designed to support your overall wellbeing and enhance your work-life balance:
- Medical, prescription, vision, dental, life, and disability insurance, with coverage for domestic partnerships.
- A 401K match program to secure your financial future.
- Parental leave for childbirth and adoption.
- Student loan reimbursement.
- Additional perks include flexible PTO, hybrid work arrangements, online wellness resources and counseling access, and an employee discount program.
Join EmpiRx Health, where we are transforming the healthcare landscape with innovation and unwavering commitment to our employees and members. Make a difference and grow with us!
Work Environment: Hybrid in Orlando, Florida
EmpiRx Health is an Equal Opportunity Employer
At EmpiRx Health, we wholeheartedly embrace the power of diversity and the magic of inclusion. The kaleidoscope of unique perspectives, backgrounds, and talents fuels our innovation and sets us apart. We’re on a mission to build a team as diverse as the world we serve, where everyone is welcome and celebrated. We’re not just breaking down barriers; we’re actively erasing them to create an environment where opportunity knows no bounds. In unity, we find our strength and invite individuals from all walks of life to join us in our exhilarating journey to shape a brighter, more inclusive future together.
Compensation Structure
The compensation structure for this position at our company is governed by various state Fair Pay Acts. Salaries will vary based on multiple factors, including but not limited to professional and academic experience, training, associated responsibilities, and other business and organizational needs.
