Patient Services Experience Lead

LucyRx Health Solutions, Inc.; Las Vegas (NV); Remote; USD 110,000 - 180,000; Full time

Job summary

LucyRx Health Solutions, Inc. is seeking a senior Patient Services leader to direct day-to-day operations, drive staffing, optimize queue performance, and protect service levels.

You will coach Supervisors and frontline staff, set clear priorities, and partner with Clinical, Pharmacy Operations, and HR to enhance the end-to-end patient experience. The role emphasizes data-driven decision making, KPI monitoring, and workforce planning in a remote-first environment with a focus on patient and

Qualifications

• 5+ years of progressive experience in customer service, call center, pharmacy operations, PBM, or healthcare operations.
• Minimum of 2 years of people-leadership experience.
• Experience managing operational metrics, service levels, quality results, escalations, and employee performance.
• Experience developing frontline leaders and building coaching and accountability practices.
• Strong analytical, communication, change-management, decision-making, and cross-functional partnership skills.

Responsibilities

• Lead day to day Patient Services operations, including staffing, queue performance, service levels, quality, productivity, schedule coverage, member experience, and escalation management.
• Directly manage and develop Supervisors and other assigned leaders and agents through goal setting, coaching, ongoing and consistent feedback, recognition, and development planning.
• Establish clear team priorities and reinforce consistent expectations for service, documentation, compliance, attendance, and operational execution.
• Monitor and analyze operational reports, performance guarantees, department KPIs, quality findings, customer themes, and workflow barriers to identify trends and implement corrective or preventive actions.
• Oversee onboarding, training, cross-training, and knowledge-management practices in partnership with Training, Quality, Clinical, and related teams.
• Partner with Client Services, Clinical, Pharmacy Operations, Technology, Human Resources, and other stakeholders to resolve issues and improve the end-to-end service experience.
• Ensure escalated patient, member, pharmacy, and client concerns are addressed promptly, appropriately documented, and used as learning opportunities.
• Participate in workforce planning, schedule design, hiring, employee relations, performance management, and succession planning for the department.
• Lead process-improvement initiatives that strengthen efficiency, employee usability, quality, and customer outcomes.
• Prepare and communicate operational updates, risks, recommendations, and action plans to department leadership.
• Participate in after-hours leadership coverage and support business continuity needs.
• Perform other duties as assigned.

Skills

Analytical

Communication

Change management

Decision making

Cross-functional partnership

Education

Bachelor's degree in business, healthcare administration, pharmacy operations, or related field

Tools

Microsoft Outlook

Excel

Word

Teams

CRM systems

Job description

LucyRx Health Solutions, Inc. is seeking a senior Patient Services leader to direct day-to-day operations, drive staffing, optimize queue performance, and protect service levels.

You will coach Supervisors and frontline staff, set clear priorities, and partner with Clinical, Pharmacy Operations, and HR to enhance the end-to-end patient experience. The role emphasizes data-driven decision making, KPI monitoring, and workforce planning in a remote-first environment with a focus on patient and