Senior Remote Customer Care Leader

Capital Rx; United States; On-site; USD 71,000 - 112,000; Full time

Job summary

Judi Health is seeking an experienced Customer Service Leader to manage a remote call center serving members, providers, and partners. You will guide daily operations, coach agents, and ensure high-quality service across time zones.

The role requires 4+ years in customer service with supervisory experience, healthcare exposure (Medicare preferred), and strong communication. You’ll drive performance metrics in a fast-paced, metric-driven environment while upholding compliance and quality

Qualifications

• 4+ years of customer service experience with 5+ years supervisory experience in a call center.
• 2+ years of medical claims or related Health Care experience.
• Experience in retail pharmacy/PBM or related Health Care experience.
• Remote call center experience preferred with ability to manage a remote team.

Responsibilities

• Handle complex customer inquiries or complaints requiring supervisor intervention.
• Oversee day-to-day operations of the call center and resolve issues.
• Train, mentor, and supervise a team of customer service professionals.
• Monitor performance metrics and provide regular feedback for improvement.
• Collaborate with other departments to enhance customer experience.
• Lead and mentor a team of remote agents to ensure timely resolution.
• Communicate issues and resolutions to members, pharmacy staff, and providers.
• Conduct team meetings, coaching sessions, and document outcomes.
• Adhere to call center SOPs and company policies; promote culture.

Skills

Customer service

Team leadership

Coaching & mentoring

Communication

Analytical

Problem-solving

Remote team management

Medicare experience

Multitasking

Education

High school diploma or equivalent

Associate degree

Bachelor’s degree

Tools

CPT/ICD-10/HCPCS knowledge

Job description

Judi Health is seeking an experienced Customer Service Leader to manage a remote call center serving members, providers, and partners. You will guide daily operations, coach agents, and ensure high-quality service across time zones.

The role requires 4+ years in customer service with supervisory experience, healthcare exposure (Medicare preferred), and strong communication. You’ll drive performance metrics in a fast-paced, metric-driven environment while upholding compliance and quality