*This role is based in Pittsburgh, PA; candidates must reside locally or be willing to relocate.

What You'll Do:

The Supervisor, Pharmacy Operations is a member of a broader supervisory team and is responsible for supervising primarily pharmacy technicians and related operations in the pharmacy area. This person is a champion for the patients and providers of BlinkRx, and helps ensure that timely service is provided that exceeds customer expectations.

This management position will function as the liaison between pharmacy technician staff and pharmacy / hub management. The supervisor will use a high-level of communication and collaboration with internal agents to complete pharmacy and prescriber outreach, and data entry of prescriptions from BlinkRx. Additionally, overseeing on-site, cross-functional agents will be required. This individual is a recognized leader and provides strong, visible, values, driven leadership and advocacy for pharmacy.

Responsibilities

Executing Daily Production

• Own the success of the end-to-end prescription journey in order to provide an exceptional patient and provider experiences
• Monitor queue volumes throughout the day and reallocate work as needed to maintain productivity, including cross-functionally
• Perform quality checks and ensure team adherence to established processes and compliance standards
• Address workflow errors or issues as they arise and partner with leadership when escalation is needed
• Step into production during high-volume periods or coverage gaps
• Cultivate a positive and collaborative work environment and culture
• Performs other job duties as assigned

Direct Team Supervision

• Supervise a team of hourly technicians/agents, on-site and virtually in other location(s)
• Set clear daily performance expectations aligned to established productivity and quality targets
• Conduct regular 1:1 meetings focused on performance, development, and engagement
• Provide real-time coaching and feedback based on observed performance and metrics
• Support corrective action processes when expectations are not met
• Assist with hiring, onboarding and training new team members
• Maintain accurate timecard, attendance, and documentation records

Cross-Functional Supervision

• Partner closely with cross-functional leaders based in Pittsburgh, PA, Boise, ID, and St Louis, MO to ensure alignment on performance standards, workflows, and site-level priorities for the St, Louis
• Operate with a tech-forward mindset, leveraging systems, dashboards, and data to drive performance, identify trends, and inform decision-making
• Ensure all tasks are performed in a safe and compliant manner that is consistent with corporate policies as well as state and federal laws

Managing Performance Through Data

• Review daily and weekly performance reports to track productivity, SLA attainment, and quality.
• Use data to guide coaching conversations and prioritization decisions.
• Flag trends, risks, or recurring issues to Pharmacy Operations leadership.
• Ensure team metrics are updated and communicated clearly.

Supporting Process & System Changes

• Champion adoption of new technologies, operational changes, tools or policy updates, ensuring pharmacy technicians are trained, supported, and aligned during rollouts.
• Provide feedback from the frontline to leadership regarding system challenges or training needs.
• Participate in testing or rollout support for operational changes.

What You'll Need:

• Minimum 3 years of management and/or supervisory experience in a fast paced metrics driven environment with accountability to performance KPIs and service-level goals
• Minimum 5 years experience as an individual contributor in a retail, specialty pharmacy, healthcare, PBM, insurance, or pharmacy/medical claims (experience in revenue cycle, claims adjustment and benefits coordination may qualify)
• Associate’s or Bachelor's degree in Healthcare, Business Administration, Supply Chain, or a related field preferred; equivalent work experience considered (minimum high school diploma or GED required).
• Demonstrate quality experience coaching employee performance and partnering with HR to manage employee relations issues
• Strong attention to detail with a high degree of accuracy
• Technical aptitude and ability to learn new software
• Capable of working independently with minimal supervision
• Effective interpersonal skills with the ability to coach agents
• Ability to adapt to changing processes, technologies and workloads

Preferred Qualifications:

• Proficient understanding of operational standards including SIG codes, general prescription knowledge, pharmacy workflows and pharmacy benefits processing strongly preferred
• Strong knowledge of pharmacy regulations and compliance
• Data-driven mindset with experience in analyzing performance metrics and reporting

Location/Hours:

Fully onsite role in Pittsburgh, PA Monday - Friday. Shift availability between 8am EST - 9pm EST

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