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Participant Services Technician Supervisor
EveriseParticipant Services Technician Supervisor managing team development and operational adherence in customer service for healthcare. Focused on KPIs, training, and continuous improvement across various service areas.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing healthcare operations, including performance reviews, compliance with HIPAA and CMS regulations, and leading team development initiatives. Proficient in analyzing operational metrics and implementing process improvements to enhance service delivery.
Highest-signal resume keywords
Healthcare Operations ManagementPerformance Review and CoachingCompliance with HIPAA and CMSLean/Six Sigma Process ImprovementPharmacy Technician Certification (CPhT)
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance Metrics AnalysisWorkload BalancingQueue Performance ManagementTraining Opportunity IdentificationDocumentation Maintenance
Soft Skills
Team DevelopmentConflict ResolutionCommunication SkillsCoaching and Mentoring
Tools & Technologies
Reporting ToolsWorkforce Management Systems
Certifications & Qualifications
Arizona or Texas Pharmacy Technician LicenseNational Pharmacy Technician Certification (CPhT)
Industry Keywords
PBMSpecialty PharmacyParticipant ServicesCall Center OperationsSLA Compliance
About the role
Key responsibilities & impact- Direct, coach, and develop team members through regular 1:1 meetings.
- Complete performance reviews, coaching documentation, and corrective actions.
- Manage staffing, schedules, queue performance, and workload balancing.
- Review KPIs including Quality, AHT, Productivity, Attendance, and SLA.
- Identify training opportunities and partner with Learning & Development.
- Handle escalated member, provider, and client concerns.
- Monitor daily operational performance against SLA, productivity, quality, and schedule adherence goals.
- Ensure compliance with HIPAA, CMS, state board of pharmacy requirements, and internal policies.
- Use reporting to identify trends and recommend corrective actions.
- Partner with Workforce Management, Training, Operations, and Leadership.
- Support continuous improvement initiatives and standardization efforts.
- Maintain documentation and confidentiality standards.
- Participate in calibration sessions and business meetings.
- Lead or support special projects as assigned.
- Support non-clinical prescription processing and participant service workflows.
Requirements
What you’ll need- High School Diploma or GED.
- Three or more years of relevant PBM, specialty pharmacy, participant services, or healthcare operations experience.
- Previous leadership or quality experience appropriate to the role.
- Active Arizona or Texas Pharmacy Technician License (preferred).
- National Pharmacy Technician Certification (CPhT) (preferred).
- Call center healthcare operations experience (preferred).
- Lean/Six Sigma or process improvement exposure (preferred).
- Experience presenting operational metrics (preferred).
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development