Supervisor, Patient Programs

Due to growth, we are adding a Supervisor, Patient Programs to our team.

The Supervisor, Patient Programs provides operational leadership, performance oversight, and day-to-day direction for the Patient Programs team. This position is accountable for aligning team workflows, staffing, communication, training, and quality practices to support manufacturer program requirements, patient management program expectations, service level commitments, and department performance goals. The Supervisor monitors, analyzes, and reports team performance trends; identifies opportunities impacting quality, productivity, compliance, patient experience, service levels, and revenue-generating program activity; and implements timely action plans to improve outcomes.

Is this you? Find out more below!

How do I make an impact on my team? 

• Lead day-to-day operations for assigned Patient Programs team members, including workflow prioritization, staffing coordination, scheduling support, workload balancing, and real-time issue resolution to meet quality, productivity, compliance, and service level expectations.
• Monitor, analyze, and report individual and team performance metrics.
• Identify trends, root causes, and performance gaps and implement action plans that improve operational efficiency, patient experience, program adherence, revenue-generating activity, and department outcomes.
• Ensure supervised team members complete assigned outreach, documentation, follow-up, and program activities accurately and on time to support revenue capture, manufacturer program commitments, patient management program performance, and overall business results.
• Coach, develop, and evaluate team members through ongoing feedback, performance discussions, competency assessment, goal setting, hiring support, onboarding, training, and workforce readiness activities to meet current and evolving program and specialty pharmacy requirements.
• Support corrective action or performance improvement processes in alignment with department and company policies, and address associate relations matters in partnership with leadership and Human Resources, as appropriate.
• Ensure timely and effective communication of operational updates, program changes, quality expectations, and workflow requirements; verify staff understanding and reinforce consistent execution across the team.
• Partner with trainers, quality analysts, pharmacy services leadership, clinical services leadership, and other internal stakeholders to maintain training resources, process documentation, quality monitoring practices, and audit readiness.
• Serve as a prompt escalation resource for patient inquiries, program calls, supervisor calls, workflow barriers, and interdepartmental issues; ensure timely resolution and share learnings with staff to prevent recurrence and strengthen process understanding.
• Support client transitions, program implementations, and new patient onboarding activities by coordinating operational readiness, identifying workflow impacts, and promoting a seamless transition of care.
• Maintain working knowledge of operational applications and continually assess workflows, staffing practices, reporting, patient support processes, and technology utilization to identify opportunities for standardization, efficiency, quality improvement, scalable service delivery, and troubleshooting.
• Understand and reinforce distribution and dispensing requirements for specialty pharmacy drugs, including REMS, limited distribution drug requirements, manufacturer program expectations, related best practices, and adherence to applicable federal and state laws.
• Other duties as assigned.

What our team expects from you?

• High School diploma or equivalent required.
• Associate or bachelor’s degree preferred.
• Certified Pharmacy Technician certification preferred.
• 2+ years of progressively responsible experience in specialty pharmacy, pharmacy support, patient services, healthcare operations, or a related healthcare environment required.
• 1+ years of demonstrated leadership experience required, including direct supervision, lead responsibilities, workflow oversight, training, coaching, performance support, or operational coordination.
• Experience using performance metrics, quality trends, and workflow data to support action plans and improve service levels, productivity, compliance, patient experience, or team performance required.
• Experience with manufacturer programs, patient management programs, REMS or limited distribution requirements, audit readiness, process documentation, training support, escalation management, or cross-functional issue resolution preferred.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.

What can you expect from Lumicera?

• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5% - No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program – up to $750!

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