Manager of Data & Analytics for Transformation & Strategy at Ryan. Analyzing business cases and partnering with cross - functional teams to elevate transformation initiatives.
About the role
- Lead Pharmacy Help Desk and Member Services at Pharmacy Benefit Dimensions. Improve customer/provider satisfaction, manage staff, budgets, workflows, and compliance.
Responsibilities
- Develop and maintain the department’s call center goals as defined by senior management
- Enhance member and provider relationships by increasing satisfaction through leadership of the Pharmacy Help Desk and Member Services teams
- Promote teamwork and accountability in a performance based work environment
- Hire, train, mentor, and evaluate staff; manage personnel issues
- Monitor workflow, identify process improvement, and implement system changes
- Be accountable for overall quality, performance, customer satisfaction and financial goals for the servicing department
- Support and oversee supervisors and specialists and corporate initiatives
- Work closely with operations, support services and HR to ensure staffing, quality delivery, and staff development
- Oversee daily attendance, productivity, and quality standards for team members
- Maintain high levels of internal and external customer satisfaction and drive first-call resolution
- Monitor performance metrics and adjust assignments to meet service level goals
- Ensure adequate coverage through scheduling oversight and workload management
- Manage departmental budget and proactively address operational challenges using data insights
- Maintain up-to-date knowledge of contracts, benefits, and internal systems and ensure HIPAA compliance through regular monitoring and auditing of team communications
Requirements
- Bachelor’s degree required
- An additional four (4) years of experience will be considered in lieu of degree
- Five (5) years of experience in pharmacy or customer service, to include experience in a call center, required
- Experience with pharmacy online claims billing preferred
- Two (2) years of progressive leadership/management experience required
- Strong leadership skills to include coaching, training, conflict resolution, performance improvement and goal achievement
- Excellent communication skills with the ability to influence and collaborate across functions
- Ability to solve problems and demonstrate process management expertise
- Ability to manage departmental budgets and interpret financial data
- Ability to align departmental goals with organizational objectives
- Skilled in developing cross-functional teams and proactively addressing challenges through data and metrics
- Proven examples of displaying the PBD values: Trusted Advisor, Innovative, Excellence, Guardianship, Dedication and Caring
- Immigration or work visa sponsorship will not be provided for this position
Benefits
- First-class perks, benefits and a culture that fosters growth, innovation and collaboration
- Associates may be eligible for a scorecard incentive
- Full range of benefits
- Generous paid time off
- Reasonable accommodations for qualified individuals with disabilities and disabled veterans
Job title
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