Manager, Customer Care

Location: Remote (U.S. only)

Job Summary:

The Customer Care Manager leads daily Customer Care operations, overseeing Team Leaders and frontline teams to ensure exceptional service, achievement of SLAs, and a positive experience for members, providers, and pharmacies. This role drives operational performance through coaching, workforce optimization, process improvement, and cross-functional collaboration while fostering a high-performing, customer-focused culture.

Position Responsibilities:

• Work closely with Customer Care Leadership team to ensure all SLAs and other business targets are met and exceeded.
• Hire and manage a team of Customer Care Team Leaders and their respective teams across all inbound provider, member and pharmacy call volume.  
• Prepare reports and analyze Customer Care data to improve processes and workforce management concepts to ensure resources are properly allocated to maximizing efficiency and customer satisfaction.
• Lead team meetings, motivate and coach employees, and provide professional growth opportunities across the Customer Care teams. 
• Support all Customer Care quality control and training programs for Customer Care Representatives and Pharmacy Technicians. 
• Maintain a close collaboration and partnership with Clinical Operations team to ensure all Prior Authorization call volume is appropriately handled and handed off to Customer Care Pharmacists. 
• Ensure Customer Care escalations are both satisfactory and quickly resolved, communicating as necessary to Client Account Management team for ongoing client relationship management and follow up.
• Other tasks or projects as assigned.
  
  

Required Qualifications / Profile:

• High School Diploma or equivalent; Associates or Bachelor’s degree preferred.
• 5+ years of experience in Call Center environment with at least 3+ yrs in a managerial capacity within the PBM or Healthcare industry.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Strong coaching and leadership skills with the ability to motivate employees in a remote environment
• Exceptional interpersonal, customer service, problem-solving, clear and precise verbal and written communication, people management, and conflict resolution skills.
• Ability to collaborate and foster strong business working relationships.
• Passionate about providing excellent customer service with empathy.
• Self-discipline and the ability to handle multiple projects while meeting deadlines.
• Proficient with Office 365 products such as Outlook, Word and Excel.
• Working experience with Salesforce CRM and Salesforce Knowledge, including computers, software applications, phone systems, etc. preferred.