Supervisor, Contact Center Services

MedImpact Healthcare Systems - Tempe, AZ3.3

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!

Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

The Scoop:
We are a 24/7/365 call center and shifts are subject to change due to business need and includes holidays and weekends.

The Supervisor, Contact Center Services has primary responsibility for supervision of a variety of Contact Center Services staff and manages day-to-day operations in the achievement of defined service objectives. This role supports management to assure team alignment with the overall goals and objectives of the Operations Business Unit and the Corporation and provides leadership to ensure the highest levels of quality, service, performance levels, and efficiency standards are implemented and maintained. The position trains and develops staff to successfully perform their duties and advance within the Operations career path and relies on knowledge and experience of healthcare operations concepts, practices and procedures. The role takes responsibility for personal growth and career engagement. A wide degree of independence, latitude and creativity is expected.

What You Get To Do:
Responsible for delivering exceptional service to customers, including open channels of communication, prompt response to inquiries and requests, and timely, accurate results that meet client specifications
Ensures that staff is properly trained and supervised in order to timely and accurately execute processing needs in compliance with performance standards and regulatory agencies
Supervises on average, 12+ staff members, including interviewing and recommending candidates for hire, coaching and developing staff members, assigning and monitoring work in progress, evaluating performance, enforcing attendance & performance standards, administering employee corrective action, and making compensation recommendations
Models and cultivates staff behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership
Ensures that staff members are aware of business plan objectives, individual accountabilities, and the competencies critical to successful job performance
Supervises assigned work group to achieve service commitments, including sustainable, measurable, accurate, reliable, and timely execution of service deliverables
Provides day-to-day leadership, including administering policies, business processes, quality standards, and performance measurement criteria
Sets high standards and encourages new ideas for improving organizational performance
Partners with other MedImpact teams to effectively resolve customer issues and inquiries to ensure mutual success, supports new business
Participates as a member of cross functional workgroups, teams, and committees as assigned
Sets high standards and encourages new ideas for improving team performance
Takes informed risks and remains open minded and flexible
Promotes continuous improvement by documenting processes, assigning roles & responsibilities, and measuring results
Seeks out and actively participates in business initiatives that contribute to service excellence
Utilizes planning, prioritizing, and organizational skills to effectively deploy the assets, tools, and processes necessary to achieve business objectives
Works with Call Center Manager and Director to implement strategic business work plan goals
Maintains commitment to operational goals in the face of obstacles and collaborates with internal customers
Cultivates positive relationships with MedImpact customers through direct interaction and by achieving positive customer satisfaction results
Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues
Promptly responds to service failures, resolves issues, and escalates concerns as appropriate

What You Need:
Education and/or Experience

For consideration candidates will need a Bachelor's degree from four-year College or university; or equivalent combination of education and experience. A minimum of two (2) to three (3) years job related experience in a PBM or healthcare environment preferred; A minimum of two (2) years of leadership experience. Demonstrated ability to positively interact with clients, customers and assigned staff; Demonstrated willingness to take accountability for achieving service commitments and a demonstrated ability to achieve results.

Computer Skills

Proficiency with MS Windows Office programs, including MS Word, Excel, and Outlook to create complex documents, manage schedules, and analyze data.

Certificates, Licenses, Registrations

Current Pharmacy Technician License and/or CPhT certification preferred

Other Skills and Abilities

Excellent skills in written and oral communication; organization/prioritization; decision-making; problem analysis and resolution; negotiation; team building; and leadership; Ability to maintain a high degree of confidentiality using, tact, discretion, and professionalism in all aspects of the job; Strong attention to detail and follow-through skills.

Demonstrated ability to appear for work on time, follow directions from a supervisor, interact well with co-workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment; Demonstrated ability to meet or exceed the competencies as listed on the attached sheet.

The Perks:
Medical / Dental / Vision / Wellness Programs
Paid Time Off / Company Paid Holidays
401K with Company match
Life and Disability Insurance
Tuition Reimbursement
Employee Referral Bonus
This position is eligible for Employee Referral Bonus at Level I

To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to

MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego, California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.


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

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.