Pharmacy Technician Call Center Supervisor

Job Title: Pharmacy Technician Call Center Supervisor Location: Remote – Florida Shift Options • Monday–Friday, 8:00 AM – 4:30 PM EST • Monday–Friday, 2:30 PM – 11:00 PM EST About Neovance: At Neovance, we’re transforming the patient experience by driving better outcomes through compassion, innovation, and operational excellence. With more than 30 years of experience partnering with the biopharmaceutical industry, we deliver agile, technology-enabled patient access solutions that help people start and stay on therapy. Our expertise spans HUB services, patient assistance programs, field reimbursement, nursing, and non-commercial pharmacy - each designed to remove barriers to care and ensure patients receive the therapies they need when they need them. Guided by our values of Agility, Integrity, Tenacity, Unity, and Quality, we work as one Neovance team to optimize access, enhance adherence, and make a meaningful impact, one patient at a time. The Opportunity Are you a licensed pharmacy technician with leadership experience ready to make a direct impact on patient care? As a Pharmacy Technician Call Center Supervisor at Neovance, you'll lead a dynamic team of pharmacy technicians, ensuring seamless operations and exceptional service delivery. You'll serve as the go-to resource for your team, managing daily workflows, team development, and resolving escalations while driving continuous improvement in our call center operations. This role combines hands-on leadership with strategic oversight, giving you the opportunity to shape processes, develop talent, and directly contribute to better patient outcomes. What You'll Do • Manage daily operations - Oversee technician schedules, workflow assignments, overtime authorization, and time-off approvals to meet client processing requirements and service levels • Ensure quality and compliance - Verify technicians complete daily tasks according to program requirements, pharmacy SOPs, and procedural guidelines while monitoring efficiency, phone etiquette, and processing accuracy. • Resolve technical and operational issues - Review prescription processing deficiencies, submit IT service tickets, and identify staffing needs and process improvements. • Develop team performance - Deliver regular coaching, conduct performance reviews, and manage performance improvement plans. • Ensure team readiness - Participate in interviews, onboard new team members, monitor training completion, and maintain competency records for compliance. • Drive continuous improvement - Participate in pharmacy quality initiatives and assist with developing, updating, and reviewing operational procedures. • Handle escalations - Serve as primary contact for customer service issues, complete order reviews and data analysis requests from program managers and pharmacists, and professionally resolve patient and provider concerns. • Track performance metrics - Partner with leadership to monitor and achieve program goals and operational targets. What You'll Bring: Required Qualifications • Florida Board of Pharmacy Registered Pharmacy Technician license • National Pharmacy Technician Certification (CPhT) • High School Diploma or equivalent education • At least 5 years of pharmacy technician experience, preferably in a call center or high-volume environment • At least two years of experience in a lead or supervisor role in a similar environment Preferred Qualifications • Exceptional customer service and communication abilities • Strong organizational and time management skills • Proficiency with computer systems and pharmacy software • Spanish language fluency • Experience with call center operations and metrics management Compensation & Benefits All job offers are determined based on a candidate’s location, skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. Regular, full-time, or part-time employees working 30 or more hours per week are eligible for comprehensive benefits including: • Medical, Dental, and Vision coverage • Life Insurance • Short- and Long-Term Disability • 401(k) with a 5% company match with immediate vesting • Personal Time Off (PTO) or Flexible Time Off (FTO) • Company bonus where applicable Neovance conducts all official hiring processes exclusively through verified channels. We do not extend employment offers or confirm hiring decisions based solely on email communication. We encourage you to be vigilant against fraudulent hiring messages—especially those offering unusually high pay, requesting personal information early in the process, or claiming to extend an offer without an interview. For a full list of our job openings visit our career page. Apply tot his job