Supervisor, SavRx Account Management Service Center-ONSITE

Job Title: Supervisor, SavRx Account Management Services

The Supervisor, SavRx Account Management Services is accountable for handling daily team leadership, smart workflow improvements and workforce staffing for the Benefit Coordinators in the SavRx Account Management department. The Supervisor is accountable for guiding the Benefit Coordinator team while owning the operational frameworks that make the team successful. The position will balance team schedule needs against customer and account management incoming volumes to ensure high-quality support within established service level agreements regarding timeliness and accuracy. The Supervisor will maintain documentation of all areas of responsibility, including workforce balancing, training plans and curriculum development and implementation for agents to provide accurate service. The supervisor will be responsible for assisting in monitoring individual performance metrics and responding directly to escalated calls.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Lead the day-to-day operations of the Benefits Coordination team, ensuring timely, accurate, and high-quality service delivery to internal and external stakeholders.
• Work with Talent Acquisition and HR Business Partner to recruit, hire, onboard, train, and develop Benefit Coordinators, fostering a collaborative, customer-focused, and high-performing team environment.
• Monitor and evaluate individual and team performance through regular review of productivity, quality, and service metrics, conducting ongoing coaching, performance discussions, and formal check-ins to drive continuous improvement and accountability.
• Provide leadership, direction, and performance management support, including corrective action measures when necessary, to ensure adherence to department standards and expectations.
• Manage daily workflow and work allocation by triaging requests and assigning client, customer, and account management support activities to Benefit Coordinators based on priorities, workload, and business needs.
• Serve as the primary escalation point for complex customer issues, service concerns, operational challenges, and technical inquiries, providing guidance and solutions to ensure effective resolution.
• Partner with internal stakeholders to address service issues, implement process improvements, and enhance the overall customer experience.
• Develop, document, implement, and maintain standard operating procedures (SOPs), work instructions, and other operational documentation to ensure consistency, compliance, and operational efficiency.
• Identify opportunities to improve team processes, workflows, and service delivery models, driving operational excellence and supporting departmental goals.
• Ensure compliance with company policies, benefit administration requirements, and applicable regulatory standards while maintaining a high level of customer service and professionalism.

Process Improvement & Operational Excellence

• Continuously evaluate workflows, service delivery processes, and operational inputs to identify opportunities to improve efficiency, quality, accuracy, and customer satisfaction.
• Design, implement, and maintain streamlined workflow intake processes utilizing the CMP tool to ensure consistent work routing, prioritization, and tracking.
• Lead process redesign initiatives by modernizing outdated workflows and implementing automation solutions to enhance productivity, reduce manual effort, and improve service outcomes.
• Establish, monitor, and report on key performance indicators (KPIs) for both the team and individual contributors, providing actionable insights to support performance management and operational decision-making.
• Develop reporting and dashboard solutions that measure service levels, workload trends, quality outcomes, and operational effectiveness.
• Drive a culture of continuous improvement by identifying best practices, recommending process enhancements, and implementing sustainable operational solutions.

Demand & Capacity Planning

• Analyze historical workload volumes, service demand trends, and intake channels to forecast short- and long-term staffing requirements and resource needs.
• Develop workforce planning strategies to ensure appropriate staffing levels are maintained to meet service expectations and business objectives.
• Monitor real-time workload distribution, service levels, and team capacity, proactively adjusting assignments and resources to address demand fluctuations and prevent service disruptions.
• Identify emerging trends and capacity risks, providing recommendations to leadership to optimize workforce utilization and service delivery performance.
• Maintain operational readiness by balancing workload, staffing coverage, and business priorities to ensure timely response and resolution of customer requests.

Client Relationship Management

• Deliver exceptional customer service to both internal and external clients by serving as a trusted resource and maintaining strong professional relationships.
• Effectively manage challenging or sensitive client situations through active listening, sound judgment, problem-solving, and timely resolution of concerns.
• Respond promptly and professionally to client inquiries, requests, and service needs while consistently meeting established commitments and service expectations.
• Gather and analyze client feedback to identify opportunities for service enhancements and continuous improvement initiatives.
• Partner with clients, stakeholders, and cross-functional teams to ensure service delivery aligns with business needs and client expectations.
• Represent the Account Management Service Center in client meetings, presentations, and operational discussions, providing expertise, updates, and support as needed.
• Promote a client-focused culture that emphasizes responsiveness, accountability, communication, and service excellence.

Supervisory Responsibilities

Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

BS/BA Degree or equivalent; 2+ years of experience (or equivalent combination of education and experience) and 1 year of supervisory experience. Supervisory experience may be substituted with two (2) years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be completed within 12 months in new position.

Computer Skills

High level of proficiency in Office 365; familiarity with CRM platforms preferred.

Certificates, Licenses, Registrations

None required

Other Skills and Abilities

• Proven experience, more than 3 years, in a customer support environment.
• Basic understanding and experience implementing process improvements, change management and some exposure to Lean/Six Sigma or Agile is desired.

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Mathematical Skills

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Language Skills

• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

• Building Effective Teams
• Decision Quality
• Informing
• Confronting Direct Reports
• Delegation
• Organizational Agility
• Customer Focus
• Drive for Results
• Political Savvy

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Ability to maintain clear near visual acuity at approximately