Manager, RxCompass/Variable Copay Operations -

Manager, RxCompass/Variable Copay Operations - REMOTE

Role and Responsibilities

The RxCompass and Variable Copay Operations Manager reports to the Associate Director of RxCompass and Variable Copay Operations and is responsible for overseeing frontline service delivery across RxCompass and Variable Copay programs. This role manages Supervisors who oversee Associate Care Navigators, PAP Navigators, and Care Coordinators to ensure performance excellence, SLA adherence, queue integrity, and high-quality member support. The following objectives further define the key job functions with a special focus on the following:

OPERATIONAL PERFORMANCE MANAGEMENT

• Oversee daily operational performance across RxCompass and Variable Copay teams.
• Ensure Supervisors actively manage queue volumes, turnaround times, and service levels.
• Monitor KPIs including SLA adherence, productivity, quality scores, call/ticket metrics, and escalation trends.
• Conduct daily and weekly operational reviews with Supervisors to drive accountability and performance improvement.
• Identify performance gaps and implement structured corrective action plans.

SUPERVISOR LEADERSHIP & WORKFORCE MANAGEMENT

• Directly manage Supervisors overseeing Associate Care Navigators, PAP Navigators, and Care Coordinators.
• Lead hiring, onboarding, coaching, performance management, and development of Supervisors.
• Ensure Supervisors maintain clear expectations, documentation standards, and performance accountability for frontline teams.
• Support workforce planning, scheduling strategy, and capacity forecasting in collaboration with the Associate Director.
• Foster a culture of urgency, professionalism, and member-first service delivery.

ESCALATION & ISSUE MANAGEMENT

• Serve as the operational escalation point for complex member and client issues.
• Escalate systemic concerns to the Associate Director when appropriate.
• Ensure timely resolution of escalations while maintaining quality and compliance standards.
• Monitor trends in escalations to proactively address recurring issues and performance gaps.

PROCESS ADHERENCE & CONTINUOUS IMPROVEMENT

• Ensure SOP adherence across all RxCompass and Variable Copay workflows.
• Partner with Training and QA to improve performance outcomes and knowledge consistency.
• Support implementation of workflow updates, system enhancements, and operational changes.
• Promote efficiency and consistency across frontline processes.

CROSS-FUNCTIONAL COLLABORATION

• Collaborate with Claims, IT, Product, Clinical, and Client Services teams to resolve operational barriers.
• Partner with Business Integration during implementation rollouts and process transitions.
• Ensure frontline operational readiness for new program initiatives.
• Abide by all obligations under HIPAA related to Protected Health Information (PHI).
• If a HIPAA violation is discovered, whether individually or by another, you must report the violation to the Compliance Officer and/or Human Resources.
• Attend, complete, and demonstrate competency in all required HIPAA Training offered by the company.
• Flexibility to understand, appreciate, and embrace that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
  

Required Skills and Competencies

??? 5-8+ years of experience in healthcare, PBM, specialty pharmacy, or related operational environments.

??? 3-5+ years of leadership experience managing Supervisors, Team Leads, or frontline healthcare staff.

??? Demonstrated success managing high-volume operational environments with strict SLA and turnaround requirements.

??? Strong understanding of queue management, workforce productivity metrics, and service-level performance tracking.

??? Experience developing and holding leaders accountable to performance expectations and quality standards.

??? Ability to coach and develop Supervisors to improve team engagement, documentation accuracy, and member experience.

??? Strong problem-solving skills with the ability to identify operational gaps and implement corrective actions.

??? Effective communication skills with the ability to engage frontline staff, cross-functional partners, and senior leadership.

??? High sense of urgency, adaptability, and ability to function effectively in fast-paced environments.

??? Strong organizational skills and ability to prioritize competing operational demands.

??? Proficiency in Microsoft Office and operational reporting systems.

??? Ability to maintain confidentiality and adhere to HIPAA and compliance requirements.

Supervisory Responsibility

??? Directly supervises Operations Supervisors overseeing Associate Care Navigators, PAP Navigators, and Care Coordinators.

??? Provides indirect oversight of frontline operational staff through Supervisor leadership.

??? Responsible for hiring, coaching, performance management, development planning, and corrective action for Supervisors.

??? Accountable for ensuring Supervisors maintain staffing coverage, performance standards, and documentation compliance across all assigned teams.

Position Type and Expected Hours of Work

• Full-time/Salaried/Exempt.

Some flexibility in hours is allowed, but the employee must be available during the "core" work hours of 8:00 AM to 5:00 PM CT. We cover clients from the West to the East Coast; work times must be adjusted to cover meetings in all time zones. Ability to work extended hours, weekends, and holidays pursuant to industry demands.

What We Have to Offer

Our benefits package is deigned to keep our employees happy and healthy - physically, mentally and financially.

• Medical, Dental, Vision insurance
• Disability and Life insurance
• Employee Assistance Program
• Remote work options
• Generous Paid-Time Off
• Annual Reviews and Development Plans
• Retirement Plan with company match immediately 100% vested

Travel

No travel is expected for this position.

Required Education and Experience

??? Bachelor's degree required (Business, Healthcare Administration, Pharmacy, or related field preferred).
??? 5-8+ years of progressive experience in pharmacy benefits management, specialty pharmacy, healthcare operations, or related service environments.
??? 3-5+ years of direct leadership experience managing Supervisors, Team Leads, or frontline healthcare teams.
??? Demonstrated experience managing high-volume queue environments with defined service level agreements (SLAs) and turnaround time expectations.
??? Proven ability to drive workforce productivity, quality improvement, and performance accountability initiatives.
??? Experience handling complex member or client escalations within a healthcare or PBM setting.
??? Working knowledge of Variable Copay, Patient Assistance Programs (PAP), care navigation, infusion coordination, or related pharmacy support programs preferred

RxCompass, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, RxCompass, LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

RxCompass, LLC expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of RxCompass, LLC employees to perform their job duties may result in discipline up to and including discharge. EOE M/F/D/V

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