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Supervisor, Patient Experience Center

Job Locations US-NC-Morrisville
Posted Date 5 days ago(10/17/2025 11:20 AM)
ID
2025-6215
# of Openings
1

Overview

Mercalis fosters a culture that encourages individuality and provides opportunities for creativity, growth, and success while fostering a team environment. We are a diversity-driven organization with an inclusive approach to delivering patient-centric solutions that, eliminate barriers for patients, and increase patient access to life altering medications.

 

The Supervisor, Patient Experience Center is responsible for leading an assigned team of agents and/or Team Leads. The Supervisor’s effectiveness is determined by the success of their direct reports’ overall performance. As a part of the leadership team, the Supervisor is expected to manage in accordance with all Mercalis policies and procedures and display professionalism at all times.

Responsibilities

 

  • Responsible for coaching and developing a team of Patient Experience Specialists in all areas of performance including, but not limited to metrics and behaviors related to the patient experience
  • Listen to individual calls on an established cadence and when requested by stakeholders; provide ongoing feedback/coaching to direct and indirect reports
  • Communicate policy updates and company information through team meetings, one-on-one development sessions, and training
  • Document all feedback meetings and coaching & development sessions in appropriate database in a timely manner
  • Write and conduct performance evaluations and reviews
  • Ensure team completes all compliance training by established deadline and provide refresher instruction to team on a quarterly basis to ensure they can follow the correct process for reporting AE or other Client-required compliance information
  • Identify and report pharmacovigilance information as required by client(s) (i.e., Adverse Events)
  • On-time adherence to training deadlines for all corporate policies and procedures governing access to confidential data
  • Collaborate with direct Manager to determine issues impacting staffing and prepare resolutions to ensure call volume is adequately supported and service levels are met
  • Collaborate with cross-functional support groups including QAQC, Training, WFM, internal/external HUBS, and Client Services to manage day-to-day operations
  • Responsible for reviewing, validating, and approving timesheets for direct reports
  • Manage call escalations as needed
  • Ensure all SOPs and program guidelines are followed with consistency
  • Ensures that daily goals are met by reviewing and analyzing real-time and historical data regarding productivity and quality of performance for the team
  • Provide recommendations for process improvements and asissts with the implementation of these as needed
  • Utilize Mercalis’ leadership competencies as the driving force behind the team’s success
  • Conducts miscellaneous tasks or projects as assigned

Qualifications

  • Bachelor’s degree and 2 years of reimbursement/insurance, healthcare billing, physician office, health insurance processing preferred or in lieu of a degree, a High School diploma or equivalent with 4 years of reimbursement/insurance, healthcare billing, physician office, health insurance processing
  • Minimum 1-year supervisory experience preferred, preferably in a call center capacity
  • Effective problem solving/process improvement skills used to identify and resolve day-to-day operational issues
  • Ability to think analytically, to identify qualitative or quantitative trends, and take appropriate action
  • Demonstrated attention to detail, organizational, prioritization and time management skills; experience building daily/weekly structure in schedule
  • Ability to lead within a fluid and dynamic environment
  • Excellent problem-solving and decision-making skills required
  • Attention to details
  • Strong organizational and communication skills
  • Ability to work a flexible schedule to meet the needs of the business and performance requirements

 

Why Work For Mercalis?

  • Diversity, Equity, Inclusion & Belonging are paramount to our culture and success. Our dedication to DEI&B is both organic and intentional
  • Our Mission is rewarding and fulfilling (Patient Access to Life-Saving/Improving/Extending Medications/Treatments)
  • We employ the best Talent and Tools from the Patient Access Industry (We are the Industry Leader)
  • We monitor the market to ensure we offer competitive salaries and benefits.
  • 401K w/ 5% matching; day-1 vestment period
  • 15 days PTO
  • 7 Holidays + 2 Floating Days
  • Health/Dental/Vision/Life; Coverage Day-1
  • Gym Reimbursement
  • Volunteer Hours

*This is not an exhaustive list of benefits.

*Benefits are subject to change.

** Some positions require onsite presence and/or structured hours/shifts.

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