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Job Details

Summary:

Under the direction of the Senior Manager Provider Network Services, the Help Desk Manager is responsible for managing and overseeing the call center operations for the Elevate PSAO and Good Neighbor Pharmacy programs. Focus on workflow efficiencies, customer experience enhancement, and strategic business planning. This role emphasizes continuous improvement, team development, leadership, and accountability to enhance the effectiveness of customer support and issue resolution.

Primary Duties and Responsibilities:

Team Leadership & Development: Supervise and mentor help desk staff, fostering a collaborative team environment while ensuring operational initiatives and objections are successfully and consistently achieved. Effectively communicate vision, establish clear goals, and champion our customer-centric culture. Coach a high-performing team and identify areas for leveraging talent, growth, and career development. Swiftly and appropriately address performance issues as necessary.

Relationship Building: Be an enthusiastic leader and drive culture in the Orange, CA office. Identify and implement ways to build connection, collaboration, and knowledge sharing across teams for strengthened employee engagement. Assist Managed Care Directors, GNP team and sales associates in building and maintaining strong client and customer relationships

Process Development: Drive customer retention, reduce attrition, and improve customer experience through the development and implementation of effective programs, solutions, and processes

Continuous Improvement: Identify opportunities for process enhancements and implement best practices to improve membership management and customer satisfaction. Create, implement, and revise processes, policies, and procedures to effectively manage and drive membership participation; interact effectively with payers and draft communications

Performance: Monitor the performance of team members to ensure compliance with policies, standard operating procedures, service level agreements, quality standards, and customer service processes and expectations. Document, monitor, and evaluate all customer service performance measures, including phone system reports, system documentation, duties, and responsibilities

Collaboration: Drive cross-functional collaboration and cross-training for efficient workflow and resource management. Identify synergies and develop and execute plans to maximize them. Train and coach team members to perform at the highest level—accuracy, timeliness, customer communications, and minimal-touch resolution. Provide white-glove service to customers and recognize opportunities to promote Community Pharmacy Solutions services as appropriate

Support and Communication: Manage timely delivery of network-wide critical customer communications. Coordinate and distribute network communications such as plan summaries, weekly updates, newsletters, provider manuals, and network activity updates, including all documents to be posted on the website

Project Support: Collaborate with program leaders and staff on key projects, ensuring customer issues are resolved quickly and effectively

Revenue Contribution: Contribute to the achievement of annual revenue and profitability targets through effective membership management and customer engagement

Related Duties: Perform additional related duties as assigned to support the overall goals of the department and organization

Required Skills and Qualifications:

• Bachelor’s degree and/or Registered Pharmacy Technician with at least five (5) years of experience in a retail pharmacy or PBM environment preferred, two (2) of which in Management. Extensive Pharmacy Benefit Management background, preferably in enrollments or other account management areas

• Excellent customer service management skills

• Ability to communicate effectively both orally and in writing

• Ability to work independently under general direction

• Strong interpersonal and organizational skills

• Must be passionate about customer experience and process efficiency

• Knowledge of Pharmacy Benefit Management (PBM) companies and retail pharmacy operations