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Prime Therapeutics Supervisor, Customer Care Remote in California in Indianapolis, Indiana

Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make.

Job Posting Title

Supervisor, Customer Care Remote in California

Job Description Summary

Primary function is to supervise the customer care staff responsible for responding to telephone inquiries from providers and members as they relate to eligibility, benefits, claims, and authorization of services. Supervises the staff in the implementation, servicing, and maintenance of accounts and account related activities.

Job Description

  • Manages the customer care management (CMC) and supports services (if applicable) to ensure compliance with policies, procedures and customer requirements.

  • Measures performance and productivity against the standards.

  • Ensures the care center is meeting telephone access standards for Magellan.

  • Provides routine staff supervision activities regarding staffing, disciplinary actions and performance appraisals.

  • Interviews and screens applicants for positions within the department.

  • Monitors and evaluates data from the call tracking and call management telephone system for accuracy, completeness, inquiry response time and performance issues.

  • Ensures associates are given their QI scores, monthly report cards, and their productivity statistics individually.

  • Ensures motivational programs are being utilized.

  • Manage the department`s customer/support services quality improvement programs to ensure member and provider satisfaction.

  • Identifies training needs for the Customer Service Unit in developing specific training programs for the Service Center.

  • Responsible for the training and development of lower level staff and maintaining a teamwork environment.

  • Manages the complaint and grievance process.

  • Coordinates with sales account management and regional staff to provide smooth implementation of new business within the Care Center and Support Services.


  • Minimum 5 years' experience in a call center environment and 2 years' supervisory experience.

  • Must possess service excellence attitude.

  • Demonstrated track record of managing change with proven results.

  • Ability to identify individual and team developmental needs.

  • Ability to effectively coach and develop team members.

  • Healthcare call center environment.

Work Experience

Work Experience - Required:

Customer Service, Supervisory

Work Experience - Preferred:


Education - Required:

GED, High School

Education - Preferred:



Certifications - Required:

Certifications - Preferred:

Potential pay for this position ranges from $51,230.00 - $76,850.00 based on experience and skills. Pay range may vary by 8% depending on applicant location.

To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page (https://www.primetherapeutics.com/careers/benefits/) and click on the "Benefits at a glance" button for more detail.

Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, genetic information, marital status, family status, national origin, age, disability, veteran status, or any other legally protected class under federal, state, or local law.

Prime Therapeutics' fast-paced and dynamic work environment is ideal for proactively addressing the constant changes in today's health care industry. Our employees are involved, empowered, and rewarded for their achievements. We value new ideas and work collaboratively to provide the highest quality of care and service to our members.

If you are looking to advance your career within a growing, team-oriented, award-winning company, apply to Prime Therapeutics today and start making a difference in people's lives.

Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. ‚Äč If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process, please contact Human Resources at 1.866.469.1257 or email Careers@primetherapeutics.com.