Description
We are seeking a Commercial Supervisor to lead a virtual team of Patient Care Advocates (PCAs) who support our Commercial Market members and clients. As a Commercial Supervisor, you will coach and inspire a virtual team to deliver a warm, expert experience every day. You will partner with your Senior Manager to bring our operational strategy to life and lead daily operations.
Key Responsibilities
- Lead a virtual team of 20+ Advocates to meet or exceed service and quality goals every day.
- Coach and develop Advocates through regular one-on-ones that celebrate wins, build skills, and set clear follow-up plans.
- Build a culture of accountability by sharing clear expectations in team and individual meetings.
- Spot service issues early through call monitoring and data review, then create action plans that keep performance strong.
- Use metrics and real-time tools such as Verint and CC Pulse to find trends and share insights with Workforce Management and leadership.
- Remove barriers so Advocates have the tools, training, and support they need to deliver great service.
- Boost retention and engagement by creating an inclusive team where every voice is valued.
- Drive continuous improvement and partner across teams to make the customer experience even better.
- Respond quickly to escalations, staffing gaps, and system issues to keep service on track.
Qualifications - Required
- High School Diploma or GED.
- 1+ years of leadership experience, such as RTL, SME, mentor, trainer, or supervisor.
- Strong written and verbal communication skills, including handling difficult conversations with care and professionalism.
- Ability to read operational reports, find root causes, and turn findings into measurable action plans.
- Collaborative style with the ability to influence and drive change across cross-functional teams.
- Creative, strategic thinker focused on continuous improvement.
- Working knowledge of HIPAA, Express Scripts quality standards, and company compliance requirements.
- Working knowledge of Microsoft Office, including Outlook, Teams, Word, Excel, and PowerPoint.
- Flexibility to work beyond your normal shift during peak periods or urgent needs.
Qualifications - Preferred
- Bachelor's degree.
- Strong coaching background.
- Experience leading and engaging a virtual or geographically dispersed team.
- Experience managing attendance, schedule adherence, occupancy, staffing, and service levels.
- Experience addressing performance concerns, documenting coaching, administering corrective action, and partnering with Employee Relations or Human Resources.
- Experience leading teams through process, technology, client, or organizational change.
- Experience managing client expectations, service commitments, or performance guarantees.
- Proficiency with Verint, Amazon Connect, and AI-enabled tools such as AI Companion.
Benefits
- Comprehensive range of benefits, including medical, vision, dental, and well-being and behavioral health programs.
- 401(k), company-paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence.