PBM Call Center Manager
Job Summary
Leading day-to-day operations in a remote environment, the full-time PBM Call Center Manager will oversee service delivery, drive operational performance, and ensure compliance while enhancing customer experience in a Pharmacy Benefit Management call center.
Key responsibilities
- Manage PBM call center operations to meet service levels, productivity, quality, and customer experience goals
- Lead and develop supervisors and customer service teams through performance management and employee development initiatives
- Monitor SLAs, KPIs, and quality metrics to identify and implement opportunities for operational improvement
Required qualifications
- Three or more years of experience in healthcare, Medicaid, PBM, or related healthcare operations
- Demonstrated leadership experience in a high-volume call center, with five or more years preferred
- Strong knowledge of call center operations, including SLAs, KPIs, and quality management
- Familiarity with NCPDP standards and healthcare regulatory requirements
- Preferred experience with Medicaid/PBM operations and pharmacy claims processes
Complete Job Description
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