Manager, Call Center Operations

🕒 June 25

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $90k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Mosaic Pharmacy Service

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💊 Pharmaceuticals

Healthcare • Pharmaceuticals

Mosaic Pharmacy Service is a healthcare organization that partners with health plans, health systems, and physicians to provide exceptional pharmacy care specifically targeting medically complex and vulnerable patients. By utilizing advanced analytics, Mosaic identifies patients at risk for medication-related issues and monitors their progress throughout their engagement with the service. They offer services such as medication regimen review and optimization, around-the-clock pharmacist availability, and synchronized medication delivery in convenient packaging. Their focus is on improving medication adherence, reducing care costs, and enhancing patient satisfaction.

📋 Description

• Oversee inbound and outbound call center operations across phone, digital, and chat channels. • Lead, coach, and develop Team Leads, setting clear performance expectations aligned to KPIs and enrollment goals. • Monitor call center performance against quality, productivity, and patient-experience metrics, and implement improvement plans where needed. • Manage staffing, queues, and coverage planning to ensure consistent, compliant service levels. • Serve as the escalation point for complex patient or staff issues. • Partner with Quality, Training, Enrollment, and Pharmacy Operations to deliver an integrated patient experience. • Support hiring, onboarding, and ongoing training activities for the team. • Drive continuous improvement initiatives across workflows, tools, and processes. • Prepare and present performance reports to leadership.

🎯 Requirements

• 3 or more years of progressive call center leadership experience, including leading Team Leads or supervisors. • Strong understanding of call center KPIs, workforce management, and operational metrics. • Excellent communication and leadership skills, with proven ability to develop and motivate frontline supervisors. • Demonstrated ability to operate independently, addressing situations head on with sound judgment and discernment about when to escalate or ask for help. • Dedicated, distraction free home working environment. • Ability to support occasional evening and weekend coverage as business needs require. • May on occasion need to travel to Sterling, Virginia for team members and leadership presence. • Must be authorized to work in the U.S. without company-sponsored visa sponsorship.

🏖️ Benefits

• Medical, dental, and vision coverage with prescription benefits, with RxAnte paying 100% of the employee-only premium • A Health Savings Account with company contributions • A 401(k) retirement plan with an employer match • Company-paid life, long-term disability, and accidental death and dismemberment insurance, with voluntary short-term disability available • An Employee Assistance Program and a benefits Customer Advocate service • Paid time off and paid company holidays • Company-provided laptop and phone to support remote work • Support for professional development and training