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

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

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