Manager, Specialty Customer Care

WellDyne; Lakeland (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

WellDyne in Lakeland, FL seeks a senior leader to oversee the Customer Care Specialty team, ensuring high-quality support across channels and alignment with Operations and Client Services. You will lead Supervisors, drive service excellence, manage performance metrics, HIPAA compliance, and continuous improvement; travel may be required.

The role requires a minimum of 3 years of leadership in healthcare, strong analytics, and experience with CRM and reporting tools.

Qualifications

• Leadership experience in a healthcare/service environment.
• Strong collaboration with cross-functional partners (Implementation, Client Services, WFO).
• Excellent verbal and written communication skills.

Responsibilities

• Provide leadership and direction 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, calibrating with Work Force Optimization for service levels and metrics.
• Collaborate with the pharmacist-in-charge to meet pharmacy goals.
• Serve as the main internal contact for stakeholders and partners to improve patient access to therapy.
• Identify process improvements to reduce waiting times and improve outcomes.
• Collect, analyze, and report program metrics to senior leadership.

Skills

Leadership

Healthcare operations

HIPAA compliance

CRM systems

Data analysis

Education

Bachelor's degree in healthcare administration

Tools

CRM systems

Excel

PowerPoint

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 leadership role responsible for overseeing the customer experience for Specialty pharmacy, ensuring high-quality experience for customers and clients. The Manager leads Customer Care Specialty Supervisors driving service excellence across all communication channels, while serving as a key internal partner for Specialty Pharmacy Operations and Client Services. This role is accountable for operational decision making, performance management and continuous improvement initiatives that support organizational goals and client expectations.

Essential Duties and Responsibilities

• Provide leadership and direction to Customer Care Specialty Supervisors to ensure consistent, accurate and high-quality support for customer care inquiries.
• Develop and mentor leadership staff to build a strong, accountable management team and foster a
• culture of ownership and service excellence.
• Lead and manage specialty contact center operations, calibrating with Work Force Optimization, ensuring service levels, quality standards and performance metrics are met or exceeded.
• Collaborate with specialty pharmacy pharmacist-in-charge to ensure pharmacy goals are met.
• Act as the main point of contact for internal stakeholders, ensuring alignment on program objectives and collaborating with external healthcare providers, patients, and vendors to enhance patient access to therapy.
• Identify areas for improvement within the specialty process, implementing best practices to improve efficiency, reducing waiting times, and ensure better patient outcomes.
• Lead the collection, analysis, and reporting of key program metrics to assess program effectiveness and patient outcomes. Provide regular updates to senior leadership on program performance.
• Ensure compliance with HIPAA, and all accreditation standards and organizational policies.
• Manage escalated patient, provider, client and operational issues through effective problem-solving and collaboration.
• Support hiring, onboarding, training, performance management and succession planning activities.
• Lead quality improvement initiatives and corrective action plans if goals are not met.
• Foster a culture of accountability, professionalism, continuous improvement, and patient-centered care.
• Other duties as assigned.

Education and Experience

• High School Diploma required.
• College Degree a plus.
• Minimum of 3 years of leadership experience managing teams in a healthcare or service-oriented environment.
• Experience collaborating with cross-functional partners such as Implementation, Client Services, WFO, etc.

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. May have occasional high stress when dealing with customers/clients. Some travel may be required.

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.