Director, Specialty Pharmacy Customer Care

WellDyne; Town of Florida (NY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

WellDyne seeks a senior leader to oversee Customer Care for Specialty Pharmacy, driving high-quality service across channels and partnering with Operations and Client Services. You will manage escalation handling, performance management, and continuous improvement to meet client expectations.

The role requires readiness to work in a fast-paced environment, with focus on patient access and care quality, while maintaining HIPAA compliance and 24/7 support readiness.

Qualifications

• High School Diploma required.
• College Degree a plus.

Responsibilities

• Provide leadership to Customer Care Specialty Supervisors to ensure high-quality support.
• Develop and mentor leadership staff to build an accountable management team.
• Lead specialty contact center operations ensuring service levels and quality standards.
• Collaborate with Pharmacy Operations and Client Services to meet goals.
• Act as main internal liaison with stakeholders to align program objectives.
• Identify areas for improvement and implement best practices to enhance efficiency.
• Lead collection, analysis and reporting of key program metrics for leadership updates.

Skills

Leadership

Communication

Analytical skills

Problem-solving

Cross-functional collaboration

Education

High School Diploma

Bachelor’s degree desirable

Tools

CRM systems

Reporting tools

Excel

PowerPoint

Job description

WellDyne seeks a senior leader to oversee Customer Care for Specialty Pharmacy, driving high-quality service across channels and partnering with Operations and Client Services. You will manage escalation handling, performance management, and continuous improvement to meet client expectations.

The role requires readiness to work in a fast-paced environment, with focus on patient access and care quality, while maintaining HIPAA compliance and 24/7 support readiness.