```html Welcome to workpinnacle Pioneering Customer Service Management in Healthcare At workpinnacle, we are redefining the way specialty pharmaceutical manufacturers connect with patients, providers, and payers. As a leading force in customer service management, workpinnacle blends direct drug distribution, non‑commercial pharmacy services, patient access support, and innovative financial programs into a single, seamless experience. Our mission is simple yet powerful to deliver exceptional customer journeys that improve health outcomes and create lasting value for all stakeholders. If you thrive in a fast‑paced, mission‑driven environment and want to make a tangible impact, we invite you to join our dynamic team as a Supervisor, Customer Service Management. About the Role As a Supervisor in our Access & Patient Support department, you will be the linchpin that keeps our front‑line operations running smoothly. You will lead a high‑performing team of customer service and reimbursement specialists, ensuring that every interaction meets workpinnacle’s gold standard for quality, compliance, and empathy. Your leadership will shape the culture of excellence, drive continuous improvement, and directly influence the satisfaction of our patients and partners. Key Responsibilities Team Leadership & Development Mentor, coach, and empower a diverse group of Access Patient Support and reimbursement staff. Conduct regular performance reviews, identify skill gaps, and create individualized development plans. Operational Excellence Design and enforce standard operating procedures, monitor key performance indicators, and implement process improvements that reduce cycle time and increase accuracy. Scheduling & Resource Management Build and maintain staffing schedules that align with contractual obligations and peak demand periods, ensuring optimal coverage and cost efficiency. Quality & Compliance Oversee daily activities to guarantee adherence to internal policies, regulatory requirements, and industry best practices. Conduct audits and root‑cause analyses to prevent recurring issues. Customer Advocacy Act as the escalation point for complex customer inquiries, collaborating with cross‑functional teams to resolve issues swiftly and maintain trust. Data‑Driven Decision Making Analyze performance metrics, identify trends, and recommend actionable insights that drive continuous improvement and strategic planning. Budget Stewardship Manage the department’s budget, track expenses, and identify opportunities for cost savings without compromising service quality. Cross‑Functional Collaboration Partner with Sales, Finance, and IT to align customer service initiatives with broader organizational goals. Succession Planning Identify high‑potential team members, create career pathways, and prepare the next generation of leaders within the department. Culture Champion Foster an inclusive, respectful, and high‑energy work environment that encourages innovation, accountability, and continuous learning. Essential Qualifications Bachelor’s degree in Business, Healthcare Administration, or related field (or equivalent experience). 3–5 years of progressive experience in customer service, patient support, or healthcare reimbursement. Proven leadership skills with a track record of building high‑performing teams. Deep understanding of healthcare reimbursement processes, benefit investigations, and payer contracts. Advanced proficiency in Microsoft Office (Word, PowerPoint, Teams, Outlook, Excel) and CRM platforms. Exceptional communication skills—both written and verbal—capable of presenting complex information to diverse audiences. Strong analytical mindset with the ability to interpret data, spot trends, and recommend solutions. Demonstrated ability to mediate conflicts, facilitate consensus, and drive positive outcomes. Self‑motivated, organized, and adaptable in a dynamic, fast‑paced environment. Passion for continuous learning and coaching others to reach their full potential. Preferred Qualifications Prior supervisory experience in a customer‑facing healthcare setting. Experience with process improvement methodologies (Lean, Six Sigma, Kaizen). Familiarity with customer relationship management (CRM) software and data analytics tools. Strong problem‑solving skills and the ability to thrive under pressure. Skills & Competencies Strategic Thinking & Execution Team Building & Talent Development Operational Planning & Process Optimization Customer‑Centric Mindset Data Analysis & KPI Management Conflict Resolution & Negotiation Change Management & Adaptability Cross‑Functional Collaboration Technology Savvy (CRM, MS Office, Data Visualization) Career Growth & Learning Opportunities At workpinnacle, we believe that professional growth is a shared journey. As a Supervisor, you will Progress into senior leadership roles such as Director of Customer Experience or Head of Patient Support. Participate in workpinnacle’s Leadership Development Program, featuring mentorship, coaching, and rotational assignments. Access to industry conferences, webinars, and certifications (e.g., Certified Customer Experience Professional). Engage in cross‑departmental projects that broaden your skill set and expand your network. Receive regular performance feedback and a clear roadmap for advancement. Work Environment & Company Culture workpinnacle is built on a foundation of respect, empathy, and open communication. Our culture celebrates diversity of thought, experience, and background, empowering every employee to bring their authentic selves to work. We prioritize Inclusive decision‑making that values every voice. Transparent communication channels across all levels. Recognition programs that celebrate both individual and team achievements. Well‑being initiatives that support mental, physical, and financial health. A collaborative environment where ideas are tested, refined, and implemented. Compensation & Benefits While specific figures vary by experience and location, workpinnacle offers a competitive total rewards package that includes Salary range $65,500 – $93,500 (commensurate with experience). Comprehensive medical, dental, and vision coverage. Paid time off (vacation, sick leave, holidays). Health Savings Account (HSA) and Flexible Spending Accounts (FSAs). 401(k) retirement plan with company match. Short‑ and long‑term disability coverage. Paid parental leave and family support programs. Well‑being resources fitness stipends, mental health counseling, and wellness challenges. Employee assistance program and financial planning services. Access to a flexible work schedule and remote work options. Remote Work Arrangements This position is fully remote. You will be expected to work from a quiet, private, and distraction‑free environment with reliable high‑speed internet. workpinnacle will provide the necessary hardware and software to ensure you can perform your duties effectively. We value flexibility, but also expect professionalism and consistent availability during core business hours. How to Apply If you are a motivated, results‑driven leader ready to elevate customer service in the healthcare sector, we encourage you to apply today. Submit your resume and a cover letter outlining your relevant experience and why you’re excited about this opportunity through our online portal. We look forward to exploring how your expertise can help workpinnacle continue to set the standard for customer experience. Equal Employment Opportunity workpinnacle is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity or expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status, or any other status protected by federal, state, or local law. Apply for this job ```