Senior 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

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.