[Remote] Pharmacy Benefit Operations Supervisor

Note: The job is a remote job and is open to candidates in USA. Point C is a National third-party administrator (TPA) focused on delivering customized self-funded benefit programs. They are seeking a Pharmacy Solutions Operations Supervisor to oversee pharmacy member support operations, manage phone queues, and ensure a high-quality member experience. Responsibilities Oversees and manages pharmacy phone queue, ensuring exceptional member experience, appropriate documentation, and effective customer service Tracks key performance indicators and provides reports to manager in a timely manner Maintains reasonable member satisfaction goals and works with the team to meet them Interacts with members should calls need to be escalated to management Onboards new employees and trains them based on their expertise and skill set Proactively identifies potential member disruption Answer inbound calls and return voicemails from members, delivering exemplary customer service and support Troubleshoot and resolve prescription-related issues for members whose plans utilize CVS or Carelon as the PBM Coordinate with providers’ offices and retail/mail-order pharmacies as needed to resolve claims processing, prior authorization, and medication access issues Document all actions, progress, and communication in the ticketing system and Acuity, updating ticket status in accordance with internal standards Conduct proactive member outreach, including but not limited to disruption list communications and follow-up calls Collaborate closely with Pharmacy Services team members and cross-functional departments to ensure timely resolution of pharmacy-related concerns Perform other duties as assigned Skills Active or eligible Pharmacy Technician license/certification (state-specific requirements apply). National Certification is preferred 1–2+ years of experience in a pharmacy on the health plan/carrier side Strong understanding of pharmacy operations, prescription workflows, and medication terminology Excellent verbal and written communication skills, with the ability to deliver clear and compassionate support Proficient in navigating systems such as ticketing platforms, pharmacy software, or claims tools (experience with Acuity is a plus) High attention to detail, strong organizational skills, and ability to manage multiple priorities in a fast-paced environment Commitment to confidentiality, accuracy, and a positive member experience Experience troubleshooting pharmacy or claims issues with PBMs such as CVS, Carelon, Optum, or Express Scripts Benefits Comprehensive medical, dental, vision, and life insurance coverage 401(k) retirement plan with employer match Health Savings Account (HSA) & Flexible Spending Accounts (FSAs) Paid time off (PTO) and disability leave Employee Assistance Program (EAP) Company Overview Point C is a network of self-insured healthcare plan third-party administrators. It was founded in 2020, and is headquartered in Chicago, Illinois, USA, with a workforce of 501-1000 employees. Its website is