Patient Advocate Supervisor

Patient Advocate Supervisor Zeal Specialty Pharmacy Pittsburgh, PA Job Details Full-time $55,000 - $60,000 a year 4 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Life insurance Qualifications High school diploma or GED Team development Supervising experience Quality assurance Team management Problem-solving Data entry Stakeholder management Full Job Description About the Role The Patient Advocate Supervisor is responsible for the direct leadership, performance management, and development of a growing team of Patient Advocates. This role ensures the efficient execution of prescription processing, reimbursement workflows, and patient/customer service while driving operational excellence, quality, and team engagement. The Supervisor serves as the primary escalation point, resource planner, and performance coach, ensuring all patient and partner interactions meet the highest standards of accuracy, compliance, and care. Key Responsibilities Team Leadership & Supervision

• Directly supervise, coach, and develop a team of Patient Advocates and Lead Patient Advocates.
• Conduct regular 1:1 meetings, performance reviews, and career development planning.
• Monitor individual and team performance against KPIs.
• Manage phone queue assignments and monitor performance KPIs
• Manage staffing schedules, workload distribution, and coverage.
• Foster a positive, accountable, and patient-focused culture.
• Address employee relations issues in partnership with HR. Operational Oversight
• Oversee daily workflow across prescription intake, data entry, benefits investigation, prior authorizations, billing, and other customer service functions.
• Utilize real-time metrics to prioritize workloads.
• Coordinate with pharmacy operations and other stakeholders.
• Act as escalation point for complex issues.
• Staff to fill gaps as needed. Performance Management & Quality Assurance
• Track and analyze team performance metrics.
• Ensure adherence to regulatory and compliance standards.
• Identify root causes and implement corrective actions. Training & Staff Development
• Work with Lead Patient Advocates to onboard and train new hires.
• Provide ongoing education and updates.
• Develop training materials and SOP's (Standards of Protocol).
• Mentor team members for growth opportunities. Patient & Partner Experience
• Ensure high-quality, empathetic service delivery.
• Resolve escalated issues promptly.
• Collaborate with internal and external stakeholders.
• Promote a patient-first mindset. Process Improvement & Strategy
• Identify and implement workflow improvements.
• Participate in continuous improvement initiatives.
• Support new implementation processes.
• Provide feedback to leadership.
• Support strategic initiatives.
• Represent the team in projects and meetings. Qualifications Education & Experience
• High school diploma required; higher education preferred.
• 3-5+ years relevant experience in a customer-service role.
• 1-2 years of prior leadership experience required. Knowledge & Skills
• Strong understanding of pharmacy and reimbursement workflows.
• Proven leadership and team management skills.
• Data-driven mindset.
• Excellent communication and problem-solving skills.
• Ability to manage multiple priorities.
• Proficiency in relevant systems and tools. Work Environment
• Fast-paced healthcare setting.
• Schedule flexibility as needed.

Pay:

$55,000.00 - $60,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person