Customer Care Supervisor, Judi Rx

About this role

About Judi Health Judi Health is a health technology company providing benefit administration solutions to employers, unions, health plans, and government entities. Judi Health replaces fragmented, outdated systems with the industry's first Unified Claims Processing™ architecture, seamlessly consolidating pharmacy and medical benefit administration on a single, secure platform. By delivering true price transparency, eliminating unnecessary middleman fees, and leveraging advanced AI-powered care delivery, Judi Health helps clients achieve unprecedented operational efficiency and service levels.

At Judi Health, we're deploying the infrastructure our country needs to deliver the healthcare we all deserve. We are the intelligence platform powering benefits plans for millions of Americans and proudly leading the next generation of care. To learn more, visit www.judi.health . Location : Remote (U.S. only) Position Responsibilities : In the role of a Customer Service Supervisor, you will have a wide range of responsibilities, including: Handle complex or sensitive customer inquiries or complaints that require supervisor intervention or resolution with empathy and professionalism Oversee the day-to-day operations of the call center, including monitoring performance, handling escalated calls, ensuring adherence to procedures and protocols, and resolving operational issues Train, mentor, and supervise a team of customer service professionals, providing continuous guidance and support to ensure their professional growth and optimize their performance Monitor individual and team performance metrics and provide regular feedback to drive continuous improvement Collaborate with other departments to improve processes and enhance the overall customer experience Demonstrate strong verbal and written communication skills when providing professional responses to complex and sensitive topics and situations internally and externally Support and deliver high-quality customer service Ensure compliance with call center policies and procedures and timely communication of company/department changes to team members Provide real-time subject matter expertise support to team members to resolve issues Lead and mentor a team of remote agents to ensure timely resolution of member inquiries within quality guidelines Effectively communicate issues and resolutions to members, pharmacy staff, and providers, and work internally and cross-functionally as appropriate with internal stakeholders Responsible for conducting team meetings, individual coaching sessions, and managing all associated documentation Follow all internal call center standard operating procedures as well as all company compliance guidelines and policies Ensure that you serve as a culture ambassador for the call center and help promote company policy Required Qualifications : Suppose you are a highly motivated and results-driven professional passionate about customer service and team leadership.