Manager, Patient Services (Call Center - Pharmacy)
Position Purpose: Manage the customer service function, including technology needs and implementation. Coordinate with various operational departments to research and resolve complaints and inquiries.
Key Details: This remote role leads the daily operations of a Specialty Pharmacy Patient Services call center, overseeing approximately 3-8 direct reports and providing indirect leadership and support to front-line team members. Operational hours are Monday - Friday, 7:00 AM to 9:00 PM CST, and candidates must be available during CST business hours with schedule flexibility to support call center coverage, escalations, peak periods, and occasional after-hours operational needs. Some responsibilities include monitoring service levels, call volume, staffing, productivity, quality, and customer experience metrics; identifying operational risks; making timely decisions; coaching Supervisors on performance management and employee development; coordinating complex patient, provider, and internal escalations; partnering with cross-functional teams; maintaining operational reporting; and communicating business updates. The ideal candidate will have high-volume call center leadership experience, including hiring, training, assigning work, coaching, and managing performance. Experience in specialty pharmacy, healthcare patient services, or another regulated contact center environment is strongly preferred, along with strong analytical and problem-solving skills, workforce planning knowledge, process improvement experience, effective communication, change management capabilities, and a demonstrated ability to lead leaders while maintaining compliance, quality, and a patient-focused approach.
- Manage the workflow of the customer service function and ensure compliance with established benchmarks and standards
- Forecast call volume and determine appropriate staffing levels
- Develop and maintain department performance and productivity reports
- Implement customer service initiatives to enhance operational efficiency and delivery of quality performance
- Review, investigate and resolve complex inquiries regarding member and provider services issues from internal and external customers
- Develop and implement policies and procedures to ensure compliance with all contractual requirements, laws and regulations and quality standards
- Identify process and infrastructure needs to support existing and new business initiatives
- Assist in the development of short and long-term objectives and implement course of action to achieve goals
- Assist with implementation of all major operational projects
Education/Experience: Bachelor's degree in related field or equivalent experience. 5+ years of (pharmacy or healthcare) customer service or call center experience. Previous experience as a lead in a functional area, managing cross functional teams on large scale projects or supervisory experience including hiring, training, assigning work and managing the performance of staff. High-volume pharmacy call center, highly preferred.
Please attach an up-to-date resume that meets Education / Experience requirements to your application.
Pay Range: $70,100.00 - $126,200.00 per year
Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.
