Operational Specialist (Prior Authorization/Call Center)

Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products - BlinkRx and Quick Save - remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients.BlinkRx is the world's first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can't afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn't have the medication in stock.We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us! This role is based in Pittsburgh, PA (Robinson Township); candidates must reside locally.The OpportunityThe Patient Services Operations team is at the forefront of Blink's mission to bring affordable prices and deliver the best experience for our patients. As a Supervisor, Pharmacy Operations (Prior Authorization), you will play a critical role in ensuring the day-to-day execution of prior authorization workflows within a fast-growing hub pharmacy environment.This is a hands-on management role for someone who thrives in fast-paced, high-volume operations and enjoys working closely with front-line teams. You will directly supervise hourly specialists, manage daily production performance, and ensure SLAs, quality standards, and productivity goals are consistently met.Success in this role requires strong execution, attention to detail, and a commitment to team development. You'll monitor queue health, coach employees using performance data, address workflow issues in real time, and escalate risks appropriately. You will also support the rollout of new processes and tools, helping your team adapt effectively as the business evolves.This is an opportunity to build strong foundational leadership skills, develop high-performing teams, and make a direct impact on patient outcomes through operational excellence.ResponsibilitiesExecuting Daily Production OperationsOwn the success of the end-to-end prior authorization journey in order to provide an exceptional provider experience and meet program SLAsMonitor queue volumes throughout the day and reallocate work as needed to maintain productivity, across all prior authorization functionsPerform quality checks and ensure team adherence to established processes and compliance standardsAddress workflow errors or issues as they arise and partner with leadership when escalation is neededStep into production during high-volume periods or coverage gapsCultivate a positive and collaborative work environment and culturePerform other job duties, as assignedDirect Team SupervisionSupervise a team of hourly prior authorization specialists, on-site and virtually in other location(s)Set clear daily performance expectations aligned to established productivity and quality targetsConduct regular 1:1 meetings focused on performance, development, and engagementProvide real-time coaching and feedback based on observed performance and metricsSupport corrective action processes when expectations are not metAssist with hiring, onboarding and training new team membersMaintain accurate timecard, attendance, and documentation recordsOperate with a tech-forward mindset, leveraging systems, dashboards, and data to drive performance, identify trends, and inform decision-makingEnsure all tasks are performed in a safe and compliant manner that is consistent with corporate policies as well as applicable state and federal lawsManaging Performance Through DataReview 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 ChangesChampion adoption of new technologies, operational changes, tools or policy updates, ensuring prior authorization specialists 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.Required Qualifications: Minimum 5 years of management and/or supervisory experience in a fast paced metrics driven environment with accountability to performance KPIs and service-level goalsDemonstrate quality experience coaching employee performance and partnering with HR to manage employee relations issuesStrong attention to detail and ability to manage multiple priorities in a fast-paced settingTechnical aptitude and ability to learn new softwareCapable of working independently with minimal supervisionEffective interpersonal skills with the ability to coach agentsAbility to adapt to changing processes, technologies and workloadsComfortable managing daily production targets, SLAs, and quality standardsAbility to thrive in a dynamic, fast-paced environment and effectively navigate ambiguity to drive resultsHigh school diploma or equivalentPreferred QualificationsBachelor's degree in Business Administration, Healthcare Administration, Operations Management, or related field5 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)Proficient understanding of prior authorization operational standardsStrong knowledge of pharmacy regulations and complianceData-driven mindset with experience in analyzing performance metrics and reportingWhat success looks like in the role:Daily production goals and SLAs are consistently met.Team members clearly understand expectations and improve performance over time.Attendance, quality, and productivity issues are addressed promptly.Workflow disruptions are minimized through proactive daily management.The team demonstrates strong process adherence and accountability.Location/Hours:Fully onsite role in Robinson Township, PA (Pittsburgh, PA)Monday - Friday 8 hours shift between 8am - 9pm EST and Saturday rotation 9am - 5pm EST