Customer Support Supervisor

Clearance Level
Customer Service
Raleigh, North Carolina

REQ#: RQ47522

Travel Required: None

    Pharmacy Prior Approval Supervisor: Customer Support Supervisor

    Role: Supervise the day-to-day operations of the Pharmacy Prior Approval Team


    • Manage and supervise customer support staff to ensure service level agreements for services are met.
    • Handles calls from customers who wish to speak to a supervisor.
    • Schedule staff to adequately handle call volume on any point in time
    • Monitors progress of PA adjudications and call volume intake.
    • Performing under North Carolina approved criteria that outlines policies and requirements this position determines prior approval for specific medication requests.
    • Answers incoming customer calls regarding prior approval requests. Document calls received from providers and recipients associated history.
    • Identifies need for additional information; contacts appropriate source to obtain needed information.
    • Disseminate new information to the team.
    • Trains and coaches new hires and existing employees
    • Performs review of prior approval requests for pharmacy program; may assist in preparation of mediations and hearings
    • Monitors number of calls and pa’s that agents adjudicate providing performance review and giving feedback to direct reports on a monthly basis. Motivate and encourage agents through positive communication and feedback.
    • Other duties as assigned


    Basic Qualifications:

    • High School diploma and Minimum of 5 years’ experience as a Pharmacy Technician experience as well as having active PTCB certified
    • Associates or Bachelor’s degree in Business or Management
    • Preference for knowledge on NCMMIS Fiscal Agent Operations
    • Preference for knowledge of business processes of NC DHHS and/or NC Health Choice program
    • Four or more years of customer service experience
    • Strong analytical and problem solving skills
    • Strong interpersonal skills to interact with team members
    • Strong communication skills to communicate with clients
    • Good interpersonal skills to provide leadership and work guidance to less experienced personnel
    • Good business and analytical problem solving skills
    We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

    GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.