Lead Patient Support & Call Center Excellence

S27a; Northern (KY); Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Retirement plan

Paid time off

Paid parental leave

Employee assistance programs

Job summary

CareTria in Kentucky seeks a Sr. Manager, Patient Support to oversee day-to-day operations of assigned programs, ensuring workflow, patient experience, and appropriate staffing. This role partners with Pharmacy Leadership to execute operational strategy and maintain high service levels.

You’ll lead Supervisors and Team Leads, monitor KPIs, drive process improvements, coordinate staffing with HR, and coach staff on quality, compliance, and patient confidentiality to deliver exceptional care.

Qualifications

• Bachelor's Degree and 3+ years related experience or equivalent.
• 5+ years in a contact center/pharmacy/healthcare environment.
• 5+ years supervisory experience.

Responsibilities

• Execute day-to-day operations for assigned program(s) focusing on workflow and patient experience.
• Oversee staffing to meet financial objectives and ensure proper deployment.
• Direct oversight of Supervisors and Team Leads.
• Update Pharmacy Leadership and client services on activities and metrics.
• Ensure SLAs are achieved and drive staffing planning with HR.
• Identify problems, propose solutions, and drive process improvements.
• Monitor KPIs to achieve business objectives and improve performance.
• Regularly meet with staff and Pharmacy Leadership to set goals and review procedures.
• Collaborate with IT to identify productivity improvements and cost savings.
• Maintain patient confidentiality and establish duties and responsibilities.
• Lead development of end-to-end business processes and succession planning.

Skills

Excellent communication

Interpersonal skills

Organization skills

Analytical thinking

Microsoft Office

Project management

Change management

Leadership

Process improvement

Education

Bachelor's Degree

Tools

Microsoft Office

Visio

PowerPoint

Outlook

Job description

CareTria in Kentucky seeks a Sr. Manager, Patient Support to oversee day-to-day operations of assigned programs, ensuring workflow, patient experience, and appropriate staffing. This role partners with Pharmacy Leadership to execute operational strategy and maintain high service levels.

You’ll lead Supervisors and Team Leads, monitor KPIs, drive process improvements, coordinate staffing with HR, and coach staff on quality, compliance, and patient confidentiality to deliver exceptional care.