Manager, Patient Services (Call Center - Pharmacy)

Manager, Patient Services (Call Center - Pharmacy)

Position Purpose: Manage the customer service function, including technology needs and implementation. Coordinate with various operational departments to research and resolve complaints and inquiries.

• Manage the workflow of the customer service function and ensure compliance with established benchmarks and standards

• Forecast call volume and determine appropriate staffing levels

• Develop and maintain department performance and productivity reports

• Implement customer service initiatives to enhance operational efficiency and delivery of quality performance

• Review, investigate and resolve complex inquiries regarding member and provider services issues from internal and external customers

• Develop and implement policies and procedures to ensure compliance with all contractual requirements, laws and regulations and quality standards

• Identify process and infrastructure needs to support existing and new business initiatives

• Assist in the development of short and long-term objectives and implement course of action to achieve goals

• Assist with implementation of all major operational projects

Education/Experience: Bachelor’s degree in related field or equivalent experience. 5+ years of (pharmacy or healthcare) customer service or call center experience. Previous experience as a lead in a functional area, managing cross functional teams on large scale projects or supervisory experience including hiring, training, assigning work and managing the performance of staff. High-volume pharmacy call center, highly preferred.

Please attach an up-to-date resume that meets Education / Experience requirements to your application.

At Centene, we connect people to the care they need to live healthier lives — and the work you do here makes that impact real every day. You’ll take on meaningful challenges that directly support individuals, families, and communities, building your skills while making healthcare more accessible and effective. It’s work with a purpose you can see, backed by a team committed to improving lives well beyond the workday.
 

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.  Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status.  Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act