The Member Services Supervisor is responsible for the day-to-day management of the Member Advocates to ensure our members receive exceptional service achieved in a professional manner in accordance with Maxor’s standards, guidelines, and regulations, and in accordance with our Member Services departmental policies and procedures.

This position will monitor key performance indicators for each Member Advocate that reports to them and address any issues by coaching, training and disciplinary action if needed. This position must convey leadership in the department by positively influencing the Member Advocates in the performance of their job and being a role model in the department. This position requires tact, sensitivity and professionalism.

This position will also be responsible for contributing to creating a positive, team based culture focused on maximizing our team’s talents and the customer experience. This position will also be expected to identify process improvements and recommend viable changes that enhance effectiveness.

Position Location

This is a remote-based position within the Continental US.

Our Company

Founded in 1926, Maxor is a leading, independent pharmacy solutions platform that improves prescription drug affordability and outcomes. Over time, Maxor has built a unique and complementary suite of clinically integrated services and technology offerings that deliver clinical, financial and strategic value to patients, payors and providers across the pharmacy supply chain. Maxor has a proud heritage of growth and innovation earned over the decades. Amarillo, Texas is the legacy headquarters for Maxor, but our talent base is national. We operate pharmacies and other business operation sites across the United States with employees working from 44 states.

Why Maxor?

At Maxor, we recognize that our employees are our most valuable assets. We actively seek and retain talented professionals who are mission-driven to improve healthcare outcomes for patients. Likewise, our employees are essential to their own well-being, finding fulfillment in meaningful work, competitive compensation, diverse and inclusive teams, and limitless career possibilities.  With a growing workforce of 1,400+ and almost a century of pharmacy experience, we offer the stability of a Fortune 500 company and the energy and innovation of a startup. Our expertise and technology support the entire pharmacy ecosystem, but our impact goes beyond pharmacy services. We enable pharmacy care. 

• Perform day-to-day coaching, engagement, and management of the Member Advocates
• Demonstrate thought leadership by generating viable ideas that solve problems, improve efficiency, and/or enhance our culture
• Monitor key performance indicators and address any issues by coaching, training and disciplinary action if needed
• Convey leadership in the department by positively influencing the Member Advocates in the performance of their job and being a role model in the department
• Promptly report any allegations of impropriety to the Compliance Department.
• Comply with Maxor’s Ethical Business Conduct policy and Maxor’s Compliance Program.
• Remain free from exclusion under the OIG and SAMS Medicare/Medicaid lists.
• Complete required training, as assigned, within the established timeframes.
• Must be able to cope with the mental and emotional stress of the position.
• Ensure staff is informed of product upgrades or enhancements in a timely manner.
• Hire and train competent staff.
• On a biweekly basis, verify departmental timesheets for departmental employees ensuring the timesheets are accurate based on the work-schedule and necessary corrections are done prior to timely Payroll submission.
• Develop and mentor departmental staff by providing career coaching; motivate departmental staff, individually and as a group; understand and support diversity; and establish an effective team.
• Conduct initial and annual performance evaluations.
• Promote teamwork; discipline staff when warranted.
• Maintain regular attendance in accordance with established policies.
• Perform other job-related duties as assigned.

Education:

• High school diploma, GED, or equivalency required. Associate’s Degree or some college courses preferred

Experience:                            

• Minimum 2 years’ experience in a Call Center or Customer Support Center leadership role.
• Demonstrated experience leading contact center advocates teams, including effectively managing performance and employee engagement in a high volume operation.
• Prior experience with chat support, leading virtual teams and/or bi-lingual capabilities preferred.

Knowledge, Skills, and Abilities:

• Highly energetic, engaged leader with passion to serve others.
• Strong knowledge of principles and practices of effective
• Demonstrated ability to communicate clearly and concisely, both orally and in
• Strong ability to foster, and lead a collaborative, virtual team based culture.
• Proven ability to coach performance, and create a culture of accountability and
• Ability to apply analytical thinking to problem solving and
• Excellent critical thinking and problem-solving
• Excellent judgment and leadership background experience.
• Documented success solving customer’s complaints in a timely and professional
• Ability to conduct performance evaluations, effectively counsel, mentor and/or reward/motivate
• Excellent telephone customer service
• Strong typing, computer, and telephone

WE OFFER

At Maxor, we foster a diverse and progressive culture that promotes a work-from-home model and a "dress-for-your-day" approach to work attire. Our team-oriented environment encourages collaboration and innovation.  

We offer highly competitive compensation and comprehensive health benefits including:

• Comprehensive mental health and wellbeing resources
• Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design, including a $850 individual annual medical deductible and $25 office visit copays, with low biweekly premiums
• Company-paid basic life/AD&D, short-term and long-term disability insurance
• Rx, dental, vision, other voluntary benefits, and FSA
• Employer-matched 401k Plan
• Industry-leading PTO plan
• And more!

Maxor is an EOE, including disability/vets

Apply today at:  https://www.maxor.com/careers/