Manager, Patient Services – Call Center, Pharmacy

Job not on LinkedIn

🔥 0 minutes ago

🏈 Alabama, Arizona, +43 more states – Remote

🏈 Alabama – Remote 🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🦞 Maine – Remote 🦬 Montana – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🌾 North Dakota – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote 🦬 Wyoming – Remote

💵 $70.1k - $126.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

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Centene Corporation

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

🛡️ Insurance

💼 Consulting

🏥 Healthcare

Insurance • Consulting • Healthcare

Centene Corporation is a leading provider of government-sponsored healthcare services, specializing in delivering affordable and high-quality healthcare solutions. For over 40 years, Centene has focused on transforming the health of communities by expanding access to Medicaid, Medicare, and Health Insurance Marketplace services, as well as serving military communities through the TRICARE program. As the largest Medicaid managed care organization and a key participant in the Marketplace, Centene emphasizes localized healthcare delivery combined with strong partnerships with nonprofit organizations to meet the unique needs of its members. Centene is also committed to corporate sustainability and social responsibility, prioritizing environmental stewardship and ethical governance to enhance the well-being of the communities it serves.

📋 Description

• Manage the customer service function, including technology needs and implementation • Lead daily operations of a Specialty Pharmacy Patient Services call center • Oversee approximately 3–8 direct reports and provide indirect leadership and support to front-line team members • Manage workflow and ensure compliance with established benchmarks and standards • Monitor service levels, call volume, staffing, productivity, quality, and customer experience metrics • Forecast call volume and determine appropriate staffing levels • Develop and maintain department performance and productivity reports • 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 operational departments and teams • Implement customer service initiatives to improve operational efficiency and quality performance • Review, investigate, and resolve complex member and provider services inquiries • Develop and implement policies and procedures meeting contractual, legal, regulatory, and quality requirements • Identify process and infrastructure needs for existing and new business initiatives • Assist with short- and long-term objectives and implement actions to achieve goals • Assist with implementation of major operational projects • Maintain operational reporting and communicate business updates

🎯 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 • Experience hiring, training, assigning work, and managing staff performance • High-volume pharmacy call center experience highly preferred • Experience in specialty pharmacy, healthcare patient services, or another regulated contact center environment strongly preferred • 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 for call center coverage, escalations, peak periods, and occasional after-hours operational needs • Up-to-date resume meeting Education / Experience requirements

🏖️ Benefits

• Competitive pay • Health insurance • 401K plan • Stock purchase plans • Tuition reimbursement • Paid time off plus holidays • Flexible approach to work with remote, hybrid, field or office work schedules • Additional forms of incentives may be included in total compensation • Equal opportunity employer committed to diversity