Hybrid Call Center Manager, Pharmacy

Alignment Healthcare USA, LLC in; Orange (CA); Hybrid; USD 59,000 - 88,000; Full time

Job summary

Alignment Health in Orange, CA is seeking a Hybrid Call Center Manager for our Pharmacy team. You will oversee Pharmacy Technician Leads and staff, ensuring efficient call center operations, quality metrics, and regulatory compliance.

The role blends leadership with hands-on process improvements. The ideal candidate has 5–6 years of call center management experience, strong communication, and knowledge of pharmacy workflows.

Qualifications

• Requires 5–6 years of Call Center Management experience.
• Hybrid role; managers onsite 2–3 times per week.
• Education: High school diploma or equivalent; preferred: associate or bachelor's in healthcare or related field.

Responsibilities

• Supervise Pharmacy Technician Leads and technicians to support pharmacy operations in a call center.
• Monitor team performance and provide coaching, feedback, and development opportunities.
• Conduct performance evaluations and support corrective actions as needed.
• Translate strategic goals into actionable workflows for the technician team.
• Collaborate to implement workflow improvements and operational policies.
• Ensure compliance with procedures and regulatory requirements.
• Support audit readiness and ensure technician documentation meets standards.
• Collaborate on claims processing, member/provider correspondence, and PBM interactions.

Skills

Leadership

Call center management

Coaching

Performance monitoring

Workflow coordination

Communication

Team management

Education

High school diploma or equivalent

Associate or Bachelor's degree in healthcare, business, or related field

Tools

Pharmacy systems

CRM tools

Microsoft Office Suite

Job description

Hybrid Call Center Manager, Pharmacy (Finance)

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

This is a hybrid position in Orange, CA, candidates must be local.

The Hybrid Pharmacy Call Center Manager for our Pharmacy Technicians is responsible for the day-to-day supervision and performance management of the pharmacy technician team. This role ensures operational efficiency, supports the MAPD Pharmacy department's goals related to medication adherence and pharmacy quality, and collaborates cross-functionally to enhance member experience and outcomes.

Job Responsibilities:

• Supervise Pharmacy Technician Leads and pharmacy technicians to ensure timely and accurate completion of work supporting pharmacy operations in a call center environment.


• Monitor team performance and provide coaching, feedback, and development opportunities.


• Conduct performance evaluations and support corrective action processes as needed.


• Translate strategic goals into actionable workflows for the technician team.


• Foster a culture of accountability and continuous learning through coaching, mentoring, and performance feedback.


• Collaborate with the Sr. Manager, Pharmacy Technicians to implement workflow improvements and operational policies.


• Ensure compliance with departmental procedures and regulatory requirements.


• Support audit readiness and ensure technician documentation meets internal standards.


• Assist in resolving issues related to claims processing, member/provider correspondence, and PBM interactions.


• Work cross-functionally to enhance workflows and improve pharmacy quality outcomes, Star performance, and member satisfaction.


• Support various pharmacy programs and campaign activities.


• Participate in departmental meetings and contribute to quality improvement initiatives.


• Participate in PBM oversight meetings and quality control monitoring.


• Other duties and projects not listed above

Supervisory Responsibilities:

Oversees assigned staff. Responsibilities include recruiting, selecting, orienting, and training employees; assigning workload; planning, monitoring, and appraising job results; and coaching, counseling, and performance management.

Job Requirements:

This is a Hybrid role; our managers are onsite 2-3 times per week.

Experience:

Required: 5-6 years Call Center Management experience.

Preferred: Experience in managed care, Medicare Part D, or pharmacy quality programs.

Education:

Required: High school diploma or equivalent required

Preferred: Associate or Bachelor's degree in healthcare, business, or related field

Specialized Skills:

Required: Strong leadership and team management skills. Excellent communication and interpersonal abilities. Proficient in workflow coordination, performance monitoring, and coaching. Proficient in Microsoft Office Suite and pharmacy systems (e.g., claims platforms, CRM tools).

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range: $58,531.00 - $87,797.00

Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.