Customer Care Manager - ConsultNet

The Customer Care Manager supervises daily operations and team members while ensuring efficiency, cost-effectiveness, and absolute customer satisfaction in a complex, inbound Customer Care center. Customer Care Manager, Rx will focus on supporting our Medicare Part D and PBM business by providing a complex level of service to Medicare Part D and Commercial PBM members and managing Customer Care Representatives, Rx.


RESPONSIBILITIES:

• Lead a team of 10-15 direct reports; coach, develop, and motivate team members to ensure that they provide a fantastic customer experience during every interaction with our customers.
• Oversees and monitors daily workflow to ensure smooth operations, process efficiency, and quality
• Develops and motivates staff. Provides ongoing coaching to build high-performing, effective teams.
• Oversees all escalated issues for representatives and ensures appropriate resolution, cascades yearly/monthly goals through the Performance Check-in process.
• Communicate key messages effectively to ensure the team is well-informed about issues that may impact them or their customers
• Be a subject matter expert on PBM and Medicare Part D business; explain processes, protocols, benefits, services to members and (sometimes providers)
• Ability to ensure the call center team members are actively aware and meeting CMS TATs for ASA
• Ensures call center reps recognize and file grievances as appropriate.
• Client Performance Guarantees
• Ensure calls are following HIPAA privacy laws/ guidelines
• Participates in planning meetings to support departmental and team member growth
• Reviews and analyzes performance metrics and identifies opportunities to improve processes and service
• Establishes and maintains program direction/changes and communicates internally or with clients as needed
• Drive a culture of continuous improvement, innovation, and excellence in service
• Develop and audit strategies to ensure the delivery of top-notch experience
• Encourages and supports a culture of positive change, opportunity, and excellence

• At least 5+ years of Customer Service / Customer Care experience in insurance or financial services is preferred, with a minimum of 2 years in a leadership position
• At least three years of experience with Five9 and Virtual Observer software
• One to three years of experience in the PBM or health plan pharmacy space
• Candidate should have working knowledge of Part D plans and be able to study and correctly interpret CMS Guidance
• Ability to work in a fast-paced environment and report results to leadership
• Superior communications skills - both written and verbal
• Must be able to build a highly engaged, committed, and empowered workforce
• Strong understanding of the Customer Care environment and growing the team while keeping key performance metrics
• Ability to interpret various data sets, on-call team performance, and develop actionable improvement plans
• Experienced with IVRs, routing rules, and setup of phone experience to match best practices.
• Understanding the key performance metrics to evaluate team improvement over time
• Work constructively with others to achieve shared goals.
• Must have excellent people skills, able to relate to and motivate people of diverse backgrounds
• Strong leadership and management skills, like working hands-on with the team
• Critical thinking and strong decision-making skills to resolve any questions or issues for our customers or employees
• Ability to handle multiple priorities, jumping from training employees to solving client issues to thinking strategically about long-term growth

Welcome to ConsultNet and the family of companies, Tekne, SaltClick, TechBridge, and OmniMedia. As a premier national provider of technology talent and solutions, our expertise spans across project services, contract-to-hire, direct placement, and managed services both onshore and nearshore.

Celebrating more than 25 years of partnership with a diverse client base, we've crafted rewarding opportunities for our consultants, fostering high-performing teams that deliver impactful results.

Over the last few years thousands of consultants have found their calling with us in roles that have made a meaningful impact on their lives, enhanced their career, challenged them, and propelled them towards achieving their personal and professional goals. At the ConsultNet family of companies, we believe effective communication is crucial in aligning the right job with your unique skills and professional aspirations. To us, it's all about the personal approach we take and the values we uphold.

Our comprehensive service offerings cover a wide range of technology positions across key markets nationwide. Client more at www.consultnet.com .

We champion equality and inclusivity, proudly supporting an Equal Opportunity Employer policy. We welcome applicants regardless of Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other status protected by law.