Manager, Patient Services (Call Center - Pharmacy)

Centene Corporation•Remote-TX, NV

1d•$70,100 - $126,200•Remote

About The Position

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. The role involves managing the customer service function, including technology needs and implementation, and coordinating with various operational departments to research and resolve complaints and inquiries.

Requirements

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 call center leadership experience
Strong analytical and problem-solving skills
Workforce planning knowledge
Process improvement experience
Effective communication skills
Change management capabilities
Demonstrated ability to lead leaders while maintaining compliance, quality, and a patient-focused approach
Availability during CST business hours with schedule flexibility to support call center coverage, escalations, peak periods, and occasional after-hours operational needs

Nice To Haves

High-volume pharmacy call center experience
Experience in specialty pharmacy
Experience in healthcare patient services
Experience in another regulated contact center environment

Responsibilities

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
Monitor service levels, call volume, staffing, productivity, quality, and customer experience metrics
Identify operational risks and make timely decisions
Coach Supervisors on performance management and employee development
Coordinate complex patient, provider, and internal escalations
Partner with cross-functional teams
Maintain operational reporting
Communicate business updates