Manager, Customer Care
New
J
Judi HealthHealthcare benefits
Remote (U.S. only)Full-TimeManager
Salary89,600 - 141,500 USD per year
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Job Details
- Experience
- 5+ years of experience in Call Center environment with at least 3+ yrs in a managerial capacity within the PBM or Healthcare industry.
- Required Skills
- Microsoft ExcelCoaching
Requirements
- Have a high school diploma or equivalent.
- Bring 5+ years of call center experience.
- Have at least 3 years of managerial experience in the PBM or healthcare industry.
- Demonstrate coaching and leadership skills, including the ability to motivate employees in a remote environment.
- Be able to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Demonstrate interpersonal, customer service, problem-solving, verbal and written communication, people management, and conflict resolution skills.
- Collaborate effectively and foster strong business working relationships.
- Manage multiple projects and meet deadlines.
- Be proficient with Office 365 products such as Outlook, Word, and Excel.
- Have working experience with Salesforce CRM and Salesforce Knowledge (preferred).
- An associate or bachelor’s degree is preferred.
Responsibilities
- 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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