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   Current UPMC employees must apply in HR Direct

Pharmacy Contact Center Supervisor


Provide daily supervision and development of Pharmacy customer service team tasked with prior authorization processing. Manage work queues and staff by monitoring queue volumes and moving staff as needed.  Manage overtime usage by developing innovative schedules to cover staff hours daily based on when queue volumes mandate alternative schedules.  Facilitate the team attainment of quality, production and turnaround time goals through training and coaching as needed. Represent team at meetings involving other departments through strong communication skills.  Develop strong working relationships with internal customers and partners.  Ensure excellent customer satisfaction for external customers.


  • Maintain employee and insured confidentiality.
  • Prepare employee performance evaluations and participate in merit increase process.
  • Interface with customers via telephone, correspondence and/or in person to answer inquires, resolve concerns and ensure customer satisfaction.
  • Supervise and develop team members within multiple functional areas within the Department.
  • Conduct team meetings and provide information to team members in a timely manner.
  • Assist in the development/refinement of policies and procedures.
  • Support other departments as requested during periods of backlogs.
  • Continually examine team performance, provide feedback, make recommendations and implement action plans to meet quality and production expectations.
  • Participate in interviewing, hiring and training of team members.
  • Assist in the resolution of difficult claim inquiries, provide expert certificate of coverage interpretation and system support.
  • Analyze available reports to assist in attainment of performance standards, identify root cause of potential or existing problems.
  • Maintain a positive work environment through employee recognition and interaction
  • Assist with external audits as necessary.
  • Continually monitor production capacity and allocate resources throughout the department as necessary to ensure attainment of all performance standards.
  • Establish effective workflow to facilitate communication and teamwork between departments.



  • B.S. degree preferred.
  • 3-5 years experience in Insurance, Managed Care, or Benefit's Administration environment; supervisory experience preferred.
  • 1 year of experience in a pharmacy setting strongly preferred.
  • Prior high-volume call-center experience required.
  • Excellent organizational, interpersonal and communication skills.
  • Strong analytical ability.MS Office/PC skills.

Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

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   Current UPMC employees must apply in HR Direct