Manager, Customer Care

WellDyne; Lakeland (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

WellDyne is seeking a Customer Care Manager to oversee daily mail order and PBM operations, ensuring exceptional patient and client experiences while maintaining regulatory and organizational standards. This role provides leadership to frontline staff and supervisors, drives operational performance, and champions quality and service improvements.

You will collaborate with Client Services, monitor performance, coordinate training, and support new client implementations in a fast-paced, 24/7

Qualifications

• High School Diploma required.
• Post High School or specialized training a plus.
• College Degree preferred.
• Three to Five years’ experience managing teams in a contact center or healthcare environment.
• PBM, pharmacy or healthcare industry experience is desired

Responsibilities

• Lead and manage daily mail order and PBM operations to ensure efficient service delivery and achievement of departmental goals.
• Supervise, coach, mentor, and develop supervisors and frontline staff.
• Collaborates closely with Client Services to support client relationship management activities, prepare and present operational updates, and participate in client meetings, business reviews, and Quarterly Business Reviews (QBRs).
• Serves as the primary operational escalation point for Client Services, ensuring timely resolution of client issues, effective communication, and coordination across internal stakeholders.
• Collaborates with Workforce Optimization (WFO) to analyze adherence trends, address performance gaps, and drive initiatives that enhance advocate effectiveness, operational efficiency, and customer experience.
• Leads operational readiness efforts for new client implementations, translating business requirements into actionable processes and ensuring Contact Center teams are equipped with the knowledge, tools, and training necessary to support client-specific needs.
• Assists the Contact center Director in hiring, determining workload and delegating assignments.
• Monitors and evaluates Customer Care Representative & Supervisor Performance.
• Creates performance reviews and recommends corrective or disciplinary actions.
• Monitors random calls to improve quality, minimize errors and track operative performance.
• Develops and maintains area specific records such as attendance and performance reports, etc.
• Supports escalated calls and other unresolved patient issues.
• Coaches and re-trains as specific areas for improvement are identified.
• Ability to design and/or prepare training/instructional materials, teaching aids and devices; on occasion involving coordination with other departments.
• Able to clearly identify problem areas to address and/or update as needed.
• Ensure compliance with HIPAA, state regulations, accreditation standards, and organizational policies.
• Other duties as assigned.

Skills

Leadership

Team development

Healthcare regulations

Analytical abilities

Communication skills

CRM systems

Excel

PowerPoint

Problem solving

Multitasking

Education

High School Diploma

College Degree

Tools

CRM platforms

Healthcare technology platforms

Reporting tools

Job description

At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable.

Our Vision:

Powering better health through pharmacy care driven by tech, trust and heart

Our Mission:

To deliver pharmacy care where access is effortless, care is affordable and patients come first.

Summary

This is a critical position responsible for overseeing daily healthcare operations, ensuring exceptional patient, member, or customer experiences while maintaining compliance with regulatory and organizational standards. This role provides leadership to frontline staff and supervisors, drives operational performance, implements process improvements, and collaborates with cross-functional teams to achieve quality, financial, and service objectives. The Customer Care Manager serves as a key leader in promoting operational excellence, employee engagement, and positive health outcomes.

Essential Duties and Responsibilities

• Lead and manage daily mail order and PBM operations to ensure efficient service delivery and achievement of departmental goals.
• Supervise, coach, mentor, and develop supervisors and frontline staff.
• Collaborates closely with Client Services to support client relationship management activities, prepare and present operational updates, and participate in client meetings, business reviews, and Quarterly Business Reviews (QBRs).
• Serves as the primary operational escalation point for Client Services, ensuring timely resolution of client issues, effective communication, and coordination across internal stakeholders.
• Collaborates with Workforce Optimization (WFO) to analyze adherence trends, address performance gaps, and drive initiatives that enhance advocate effectiveness, operational efficiency, and customer experience.
• Leads operational readiness efforts for new client implementations, translating business requirements into actionable processes and ensuring Contact Center teams are equipped with the knowledge, tools, and training necessary to support client-specific needs.
• Assists the Contact center Director in hiring, determining workload and delegating assignments.
• Monitors and evaluates Customer Care Representative & Supervisor Performance.
• Creates performance reviews and recommends corrective or disciplinary actions.
• Monitors random calls to improve quality, minimize errors and track operative performance.
• Develops and maintains area specific records such as attendance and performance reports, etc.
• Supports escalated calls and other unresolved patient issues.
• Coaches and re-trains as specific areas for improvement are identified.
• Ability to design and/or prepare training/instructional materials, teaching aids and devices; on occasion involving coordination with other departments.
• Able to clearly identify problem areas to address and/or update as needed.
• Ensure compliance with HIPAA, state regulations, accreditation standards, and organizational policies.
• Other duties as assigned.

Education and Experience

• High School Diploma required.
• Post High School or specialized training a plus.
• College Degree preferred.
• Three to Five years’ experience managing teams in a contact center or healthcare environment.
• PBM, pharmacy or healthcare industry experience is desired

Knowledge, Skills, and Abilities

• Strong pharmacy operations knowledge.
• Leadership and team development expertise.
• Understanding of healthcare regulations, HIPAA, and accreditation standards.
• Excellent verbal and written communication skills.
• Strong analytical, reporting, and problem-solving abilities.
• Experience with healthcare technology platforms, CRM systems, and reporting tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Advanced knowledge of Microsoft Office Suite, particularly Excel and PowerPoint.
• Ability to influence cross-functional stakeholders and drive organizational change.
• Ability to work flexible hours as needed in a 24/7 environment
• Ability to sit at a desk using a computer and phone/headset for a large majority of their day.

Work Environment / Physical Demands

This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.

EOE M/F/D/V – WellDyne and HealthDyne are equal opportunity employer and prohibits discrimination of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected status under federal, state, or local law.