Customer Care Team Lead

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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WellDyne

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1990

🏥 Healthcare

💊 Pharmaceuticals

⚕️ Healthcare Insurance

Healthcare • Pharmaceuticals • Healthcare Insurance

WellDyne is a pharmacy benefit management (PBM) company that provides specialty pharmacy services, prescription discount solutions, utilization management, mail-order and central fill pharmacy operations, and outsourced pharmacy solutions. The company emphasizes clinical programs, adherence initiatives, data analytics, and personalized engagement to reduce drug costs and improve outcomes, particularly for high-cost specialty medications. With about 25 years of experience and locations in Lakeland, FL and Centennial, CO, WellDyne positions itself as an alternative to traditional PBM models by offering flexible plan design, dedicated account management, and industry-focused clinical expertise.

📋 Description

• Provide real-time floor and operational support to MCCP advocates • Serve as a primary resource for process questions, complex cases, and issue resolution • Perform and provide guidance on senior or advanced-level advocate responsibilities • Own or coordinate escalated member issues and complaints • Research and assist with complex member inquiries, tickets, account-related issues, and operational work • Coach associates and reinforce quality, documentation, productivity, customer service, and process expectations • Monitor queues and distribute workloads to help maintain service levels • Assist with inbound and outbound calls, tickets, and other operational work as needed • Provide guidance using approved procedures, job aids, and available resources • Partner with Operations, IT, Quality, Training, Client Services, and other support teams • Identify recurring member concerns, operational trends, and process gaps • Support new-hire development, cross-training, nesting, knowledge reinforcement, and process or workflow changes • Build effective working relationships and use sound judgment when handling difficult situations

🎯 Requirements

• High School Diploma required • Post High School education or specialized training a plus • One plus years’ experience in a customer service contact center environment required • Demonstrated success in an advanced or senior customer care/member services role preferred • PBM, pharmacy, healthcare, or related industry experience desired • Demonstrated knowledge of MCCP processes, workflows, systems, and escalation procedures preferred • Previous experience supporting complex cases, escalations, peer development, training, or floor support preferred • Consistent quality, productivity, attendance, adherence, and professionalism • Demonstrated mastery of current-level MCCP responsibilities • Successful completion of required MCCP training and applicable cross-training • Demonstrated ability to independently research and resolve complex member issues • Effective handling of escalations and difficult member situations • Ability to provide accurate guidance and support to peers • Strong documentation and follow-up • Demonstrated coaching, communication, and leadership capability • Ability to effectively balance member support with operational responsibilities • Readiness to support changing business needs and priorities • Internet speed minimum: 100 Mbps download / 10 Mbps upload • Cell phone capable of VPN push notifications • Dedicated workspace to reduce background noise • Hard-wired internet connection using a network cable

🏖️ Benefits

• Remote work arrangement • Internet speed requirement and HR verification via speed test • VPN push notifications supported through cell phone • Dedicated workspace • Hard-wired network connection using a modem/router and 10-foot network cable • Equal opportunity employment

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