- Work with Customer Care leadership to meet and exceed SLAs and other business targets.
- Hire and manage Customer Care Team Leaders and their teams handling inbound provider, member, and pharmacy calls.
- Prepare reports and analyze Customer Care data to improve processes and workforce management.
- Lead team meetings, motivate and coach employees, and provide professional growth opportunities.
- Support quality control and training programs for Customer Care Representatives and Pharmacy Technicians.
- Coordinate with Clinical Operations to ensure Prior Authorization calls are handled and handed off to Customer Care Pharmacists.
- Resolve Customer Care escalations promptly and satisfactorily, coordinating with Client Account Management on follow-up.
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