Patient Services Manager

LucyRx • Las Vegas, NV

8d • Remote

About The Position

The Patient Services Manager leads the operational performance and employee experience of the Patient Services department. This role is accountable for service delivery, workforce execution, quality, coaching, escalation management, and process consistency. The Manager develops frontline leaders, partners across the organization, and translates business priorities into clear operating plans that support patients, members, pharmacies, clients, and employees.

Requirements

• Bachelor’s degree in business, healthcare administration, pharmacy operations, or a related field preferred; equivalent relevant experience may be considered.
• Minimum of 5 years of progressive experience in customer service, call center, pharmacy, PBM, or healthcare operations, including at least 2 years of people-leadership experience.
• Demonstrated experience managing operational metrics, service levels, quality results, escalations, and employee performance.
• Experience developing frontline leaders and building consistent coaching and accountability practices.
• Strong analytical, communication, change-management, decision-making, and cross-functional partnership skills.
• Ability to manage multiple priorities in a fast-paced environment while maintaining a high standard of patient and employee support.
• Proficiency in Microsoft Outlook, Excel, Word, and Teams; experience with contact-center, ticketing, CRM, or workforce-management systems preferred.
• Ability to work outside standard business hours and participate in leadership coverage as needed.
• Experience managing operations through call center phone systems and related applications, including queue configuration, call routing, reporting, call recording, workforce coordination, and service-level monitoring.

Nice To Haves

• Pharmacy Technician certification preferred, or willingness and ability to obtain certification within the first six months of employment in this role

Responsibilities

• Lead day to day Patient Services operations, including staffing, queue performance, service levels, quality, productivity, schedule coverage, member experience, and escalation management.
• Directly manage and develop Supervisors and other assigned leaders and agents through goal setting, coaching, ongoing and consistent feedback, recognition, and development planning.
• Establish clear team priorities and reinforce consistent expectations for service, documentation, compliance, attendance, and operational execution.
• Monitor and analyze operational reports, performance guarantees, department KPIs, quality findings, customer themes, and workflow barriers to identify trends and implement corrective or preventive actions.
• Oversee onboarding, training, cross-training, and knowledge-management practices in partnership with Training, Quality, Clinical, and related teams.
• Partner with Client Services, Clinical, Pharmacy Operations, Technology, Human Resources, and other stakeholders to resolve issues and improve the end-to-end service experience.
• Ensure escalated patient, member, pharmacy, and client concerns are addressed promptly, appropriately documented, and used as learning opportunities.
• Participate in workforce planning, schedule design, hiring, employee relations, performance management, and succession planning for the department.
• Lead process-improvement initiatives that strengthen efficiency, employee usability, quality, and customer outcomes.
• Prepare and communicate operational updates, risks, recommendations, and action plans to department leadership.
• Participate in after-hours leadership coverage and support business continuity needs.
• Perform other duties as assigned.

Benefits

• remote-first team

What This Job Offers

• Job Type: Full-time
• Career Level: Manager