Manager, Patient Services (Pharmacy - Call Center)

AcariaHealth, Inc.; Connecticut; A distancia; USD 70.000 - 126.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Comprehensive benefits

Remote work options

Descripción de la vacante

Centene is seeking a Manager of Patient Services (Call Center - Pharmacy) to lead a remote team delivering high-volume pharmacy customer service. You will oversee 3–8 direct reports, manage performance, coaching, and escalations, and partner with cross-functional teams to maintain quality and compliance.

The role requires a Bachelor’s degree or equivalent experience with 5+ years in pharmacy/healthcare call centers, plus strong analytic and process-improvement skills.

Formación

• Bachelor’s degree in related field or equivalent experience.
• 5+ years of pharmacy or healthcare customer service or call center experience.
• Lead experience in a functional area with cross-functional teams and staff management.
• High-volume pharmacy call center experience preferred.

Responsabilidades

• Manage the workflow of the customer service function and ensure compliance with benchmarks and standards.
• Forecast call volume and determine staffing levels.
• Develop and maintain department performance and productivity reports.
• Implement customer service initiatives to enhance operational efficiency and quality.
• Review, investigate and resolve complex inquiries from internal and external customers regarding member and provider services.
• Develop and implement policies to ensure compliance with contracts, laws and quality standards.
• Identify process and infrastructure needs to support initiatives.
• Assist in developing short and long-term objectives and actions to achieve goals.
• Assist with implementation of major operational projects.

Conocimientos

Leadership

Call center mgmt

Healthcare knowledge

Analytical skills

Coaching

Educación

Bachelor’s degree or equivalent

Descripción del empleo

Position Purpose: Manage the specialty pharmacy call center customer service function, including technology needs and implementation. Coordinate with various operational departments to research and resolve complaints and inquiries.

Key Details

Manager, Patient Services (Call Center - Pharmacy). This remote role leads the daily operations of a Specialty Pharmacy Patient Services call center, overseeing approximately 3-8 direct reports and providing indirect leadership and support to front-line team members. Operational hours are Monday - Friday, 7:00 AM to 9:00 PM CST, and candidates must be available during CST business hours with schedule flexibility to support call center coverage, escalations, peak periods, and occasional after-hours operational needs. Some responsibilities include monitoring service levels, call volume, staffing, productivity, quality, and customer experience metrics; identifying operational risks; making timely decisions; coaching Supervisors on performance management and employee development; coordinating complex patient, provider, and internal escalations; partnering with cross-functional teams; maintaining operational reporting; and communicating business updates. The ideal candidate will have high-volume call center leadership experience, including hiring, training, assigning work, coaching, and managing performance. Experience in specialty pharmacy, healthcare patient services, or another regulated contact center environment is strongly preferred, along with strong analytical and problem-solving skills, workforce planning knowledge, process improvement experience, effective communication, change management capabilities, and a demonstrated ability to lead leaders while maintaining compliance, quality, and a patient-focused approach.

• Manage the workflow of the customer service function and ensure compliance with established benchmarks and standards
• Forecast call volume and determine appropriate staffing levels
• Develop and maintain department performance and productivity reports
• Implement customer service initiatives to enhance operational efficiency and delivery of quality performance
• Review, investigate and resolve complex inquiries regarding member and provider services issues from internal and external customers
• Develop and implement policies and procedures to ensure compliance with all contractual requirements, laws and regulations and quality standards
• Identify process and infrastructure needs to support existing and new business initiatives
• Assist in the development of short and long-term objectives and implement course of action to achieve goals
• Assist with implementation of all major operational projects

Education/Experience

Bachelor’s degree in related field or equivalent experience. 5+ years of (pharmacy or healthcare) customer service or call center experience. Previous experience as a lead in a functional area, managing cross functional teams on large scale projects or supervisory experience including hiring, training, assigning work and managing the performance of staff. High-volume pharmacy call center, highly preferred.

Pay Range: $70,100.00 - $126,200.00 per year

At Centene, we connect people to the care they need to live healthier lives — and the work you do here makes that impact real every day. You’ll take on meaningful challenges that directly support individuals, families, and communities, building your skills while making healthcare more accessible and effective. It’s work with a purpose you can see, backed by a team committed to improving lives well beyond the workday.

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act.