Remote Patient Services Manager – Pharmacy Call Center

AcariaHealth, Inc.; Arkansas; Hybrid; USD 70,000 - 126,000; Full time

Job summary

Centene is seeking a Manager, Patient Services (Call Center - Pharmacy) to lead the Specialty Pharmacy Patient Services call center. The role oversees 3–8 direct reports and ensures coverage during CST business hours, with flexibility for peak periods and after-hours needs.

The position emphasizes coaching, performance management, and process improvements in a regulated healthcare environment. The ideal candidate has high-volume call center leadership experience within pharmacy or healthcare,

Qualifications

• Bachelor's degree in related field or equivalent experience.
• 5+ years of (pharmacy or healthcare) customer service or call center experience.
• Experience as a lead in a functional area, managing cross functional teams on large scale projects.

Responsibilities

• Manage the workflow of the customer service function and ensure compliance with benchmarks.
• Forecast call volume and determine staffing levels.
• Develop and maintain department performance and productivity reports.
• Implement customer service initiatives to enhance efficiency and quality.
• Review, investigate and resolve complex inquiries from members, providers, and internal customers.
• Develop and implement policies to ensure compliance with laws, regulations, and quality standards.
• Identify process and infrastructure needs to support business initiatives.
• Assist in development of short and long-term objectives and action plans.
• Assist with implementation of major operational projects.

Skills

Call center leadership

Staff management

Performance coaching

Analytical skills

Cross-functional teamwork

Education

Bachelor's degree or equivalent

Job description

Centene is seeking a Manager, Patient Services (Call Center - Pharmacy) to lead the Specialty Pharmacy Patient Services call center. The role oversees 3–8 direct reports and ensures coverage during CST business hours, with flexibility for peak periods and after-hours needs.

The position emphasizes coaching, performance management, and process improvements in a regulated healthcare environment. The ideal candidate has high-volume call center leadership experience within pharmacy or healthcare,