Member Services Supervisor - (Lakeland, FL)

Summary This is a critical position requiring excellent supervisor and customer interaction skills. Individual is expected to oversee Member Service Representatives to ensure enhanced member satisfaction with WellDyneRx by responding to phone calls, emails and voice messages. Analytical abilities are essential. This position supervises the focal point for all member inquiries regarding their pharmaceutical benefit coverage, whether at the retail or mail order level. Essential Duties and Responsibilities Supervises subordinate personnel. Oversees daily operation of Call Center including call flow, abandons, etc. Assists the Call Center Manager in: hiring, determining workload and delegating assignments. Monitors and evaluates Member Service Representative performance. Creates performance reviews and recommends corrective or disciplinary actions. Monitors random calls to improve quality, minimize errors and track operative performance.