Supervisor Rx Navigation (Second Shift)

SHIFT:

M-F 12:00pm-8:30pm EST

About The Role

As a Supervisor on the Pharmacy Navigation team you will provide day-to-day leadership and oversight of front-line pharmacy service technicians as they chat with members through the Rightway app ensuring the delivery of high-quality support to our members pharmacies and providers. This role is critical to maintaining service level performance coaching team members and resolving escalated issues in real time. You will work closely with Pharmacy Navigation Sr. Managers and cross-functional teams to uphold operational standards support training and quality efforts and foster a collaborative team environment. This is an opportunity to lead with empathy drive frontline excellence and make a direct impact on the member experience in a dynamic and fast-growing organization.

What Youll Do

• Provide day-to-day supervision and support for Pharmacy Navigation technicians as their direct supervisor including managing timecards monitoring schedules tracking attendance and overseeing individual performance.
• Support workforce management by collaborating with the Workforce Planning department to adjust staffing and queue assignments to maintain service level performance and optimize team productivity.
• Help implement and refine pharmacy navigation workflows to meet department standards client expectations and service guarantees.
• Foster a positive team culture by conducting regular structured feedback conversations coaching team members reinforcing development goals and promoting collaboration.
• Monitor individual and team performance metrics identifying trends and supporting action plans to improve outcomes.
• Participate in quality monitoring initiatives and NPS survey programs
• Assist with onboarding new clients by preparing frontline teams and coordinating across internal stakeholders to ensure readiness.
• Proactively monitor chat activity to identify emerging issues and escalate or support issue resolution as needed including member escalations.
• Help maintain knowledge base materials standard operating procedures and training documentation.
• Demonstrate a working understanding of PBM workflows including pharmacy claims processing and industry terminology.
• Participate in special projects as determined by management utilizing expertise and skills to drive business outcomes
• Uphold compliance with regulatory and privacy requirements across all member interactions.

Who You Are

• Bachelors degree preferred or equivalent work experience
• Nationally Certified Pharmacy Technician (Required) and licensed or registered in the state that you live if required in the state where you live.
• Prior experience (at least 3 years) in a retail pharmacy PBM or pharmacy operations setting with a strong understanding of pharmacy-related customer service
• Proven ability to coach motivate and support frontline team members in a high-volume service-driven environment
• Experience as a people leader having previously led large teams of pharmacy technicians (preferred)
• Comfortable balancing team performance metrics with individual development and engagement
• Strong problem-solving skills with the ability to think quickly and resolve member or provider issues in real time
• Skilled at using data to identify trends support team improvements and drive operational efficiency
• Excellent verbal and written communication skills with confidence in handling escalations and communicating across teams
• Detail-oriented highly organized and able to manage multiple priorities in a fast-paced setting
• Familiarity with pharmacy claims PBM systems and HIPAA/privacy requirements preferred

BASE SALARY: $

Offer amounts for both remote and in office roles are influenced by geographic location.

CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e. job scams) Rightway wants to inform potential candidates that we will only contact them from the @ email domain. We will never ask for bank details or deposits of any kind as a condition of employment.

ABOUT RIGHTWAY:

Rightway is on a mission to harmonize healthcare for everyone everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patients care journey through a modern mobile app. Rightway is a front door to healthcare giving patients the tools they need along with on-demand access to Rightway health guides human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017 Rightway has raised over $205mm from investors including Khosla Ventures Thrive Capital and Tiger Global. Were headquartered in New York City with satellite offices in Denver and Dallas. Our clients rely on us to transform the healthcare experience improve outcomes for their teams and decrease their healthcare costs.

HOW WE LIVE OUR VALUES TO OUR TEAMMATES:

Were seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our following core values:

1) We are human first
Our humanity binds us together. We bring the same empathetic approach to every individual we engage with whether it be our members our clients or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen toand heareach other we celebrate our differences and similarities we are present for each other and we strive for mutual understanding.

2) We redefine what is possible
We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries other leaders and other challenges. We use ingenuity and resourcefulness when faced with tough problems.

3) We debate then commit
We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution we actively listen to one another approach it with a yes and mentality and assume positive intent. Once a decision is made we align and champion it as one team.

4) We cultivate grit
Changing healthcare doesnt happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for the face of daunting situations we value persistence. We embrace failure as a stepping stone to future success. On this journey we seek to act with guts resilience initiative and tenacity.

5) We seek to delight
Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team we each play a crucial part in our members care and take that responsibility seriously. When faced with an obstacle we are kind respectful and solution-oriented in our approach. We hold ourselves accountable to our clients and our members success.

Rightway is Proudly an Equal Opportunity Employer that believes in strength in the diversity of thought processes beliefs background and education and fosters an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis covered by appropriate law. All employment is decided on the consideration of merit qualifications need and performance.