Manager, Specialty Customer Care

WellDyne•Hybrid, FL, FL

8d•Onsite

About The Position

This is a critical leadership role responsible for overseeing the customer experience for Specialty pharmacy, ensuring high-quality experience for customers and clients. The Manager leads Customer Care Specialty Supervisors driving service excellence across all communication channels, while serving as a key internal partner for Specialty Pharmacy Operations and Client Services. This role is accountable for operational decision making, performance management and continuous improvement initiatives that support organizational goals and client expectations.

Requirements

High School Diploma required.
Minimum of 3 years of leadership experience managing teams in a healthcare or service-oriented environment.
Experience collaborating with cross-functional partners such as Implementation, Client Services, WFO, etc.
Strong pharmacy operations knowledge.
Leadership and team development expertise.
Understanding of healthcare regulations, HIPAA, and accreditation standards.
Excellent verbal and written communication skills.
Strong analytical, reporting, and problem-solving abilities.
Experience with healthcare technology platforms, CRM systems, and reporting tools.
Ability to manage multiple priorities in a fast-paced environment.
Advanced knowledge of Microsoft Office Suite, particularly Excel and PowerPoint.
Ability to influence cross-functional stakeholders and drive organizational change.
Ability to work flexible hours as needed in a 24/7 environment
Ability to sit at a desk using a computer and phone/headset for a large majority of their day.

Nice To Haves

College Degree a plus.

Responsibilities

Provide leadership and direction to Customer Care Specialty Supervisors to ensure consistent, accurate and high-quality support for customer care inquiries.
Develop and mentor leadership staff to build a strong, accountable management team and foster a culture of ownership and service excellence.
Lead and manage specialty contact center operations, calibrating with Work Force Optimization, ensuring service levels, quality standards and performance metrics are met or exceeded.
Collaborate with specialty pharmacy pharmacist-in-charge to ensure pharmacy goals are met.
Act as the main point of contact for internal stakeholders, ensuring alignment on program objectives and collaborating with external healthcare providers, patients, and vendors to enhance patient access to therapy.
Identify areas for improvement within the specialty process, implementing best practices to improve efficiency, reducing waiting times, and ensure better patient outcomes.
Lead the collection, analysis, and reporting of key program metrics to assess program effectiveness and patient outcomes. Provide regular updates to senior leadership on program performance.
Ensure compliance with HIPAA, and all accreditation standards and organizational policies.
Manage escalated patient, provider, client and operational issues through effective problem-solving and collaboration.
Support hiring, onboarding, training, performance management and succession planning activities.
Lead quality improvement initiatives and corrective action plans if goals are not met.
Foster a culture of accountability, professionalism, continuous improvement, and patient-centered care.
Other duties as assigned.