Lead Rx Customer Service team; manage scheduling, training, and KPIs.
Guide escalations; handle communications with pharmacies, beneficiaries, prescribers.
Use Rx Platform to resolve caller needs.
Monitor metrics to CMS service levels; adjust as needed.
Document PA requests and status per policies.
Mentor team; support training content and knowledge sharing.

🎯 Requirements

Associate's Degree as Pharmacy Technician (or equivalent work experience).
6+ years experience in pharmacy or healthcare call centers.
Experience as a Supervisor or leading teams.
Experience within PBM, clinical operations and/or Medicare Part D.
Excellent oral and written communication; bilingual Spanish/English.
Flexible hybrid work model which will require on-site days (Puerto Rico Location Only).

🎁 Benefits

Flexible hybrid work model with on-site days at Puerto Rico location.

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