Patient Services Leader: Elevate Care & Ops

LucyRx; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

LucyRx is seeking a Patient Services Manager to lead the department's day-to-day operations, staffing, and service levels while coaching Supervisors and frontline agents. This remote-first role partners with Clinical, Pharmacy Operations, Technology, and HR to deliver high-quality patient and member support and maintain strong performance metrics.

The role emphasizes workforce planning, escalation handling, and process improvements to drive efficiency, quality, and a positive employee experience

Qualifications

• Bachelor’s degree in business, healthcare administration, pharmacy operations, or a related field preferred; equivalent relevant experience may be considered.
• Minimum of 5 years of progressive experience in customer service, call center, pharmacy, PBM, or healthcare operations, including at least 2 years of people-leadership experience.
• Demonstrated experience managing operational metrics, service levels, quality results, escalations, and employee performance.
• Experience developing frontline leaders and building consistent 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

Leadership

Operational excellence

Healthcare operations

Staff development

Analytical skills

Education

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

Tools

Microsoft Outlook

Excel

CRM / Workforce management systems

Job description

LucyRx is seeking a Patient Services Manager to lead the department's day-to-day operations, staffing, and service levels while coaching Supervisors and frontline agents. This remote-first role partners with Clinical, Pharmacy Operations, Technology, and HR to deliver high-quality patient and member support and maintain strong performance metrics.

The role emphasizes workforce planning, escalation handling, and process improvements to drive efficiency, quality, and a positive employee experience