Manager, Customer Service - EmpiRx Health
Orlando, FL 32802
About the Job
Who We Are:
EmpiRx Health is the leading clinically-driven pharmacy benefits management company. As the pioneer in value-based pharmacy care, EmpiRx Health puts its customers and members first by enabling them to take control of their pharmacy benefits, healthcare outcomes, and financial results.
What We Do:
We place more emphasis on member care than any other PBM by focusing on health outcomes first. Our pharmacists and clinicians are at the center of everything we do―and our population health solution delivers tailored strategies for our clients.
Leveraging our newly launched, AI-powered pharmacy care platform, Clinically™, EmpiRx Health’s pharmacists and client management teams provide the highest quality pharmacy care to our clients and their members. This enables benefits plan sponsors to keep their members healthy, happy, and productive, while substantially reducing prescription drug spending, which has been on an explosive growth trajectory in recent years.
Who We're Looking For:
You are a dynamic and results-driven professional with a passion for customer service and team leadership. You have a proven track record of effectively leading and managing teams in a call center environment. You inspire, motivate, and mentor your team members to achieve performance goals and deliver exceptional customer service. You have a keen understanding of customer needs and the ability to develop strategies for enhancing the customer experience. You bring an in-depth knowledge of call center operations, including call routing, scripting, quality assurance, and reporting. You have excellent written and verbal communication skills, with the ability to interact effectively with both team members and senior management. You are committed to process improvement, including the ability to analyze data, identify trends, and implement changes to enhance operational efficiency and customer satisfaction.
What You'll Do:
What you need:
Why Join Us:
EmpiRx Health is an Equal Opportunity Employer
EmpiRx Health is an equal opportunity employer. We are committed to creating a diverse and inclusive environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
All employment decisions are based on business needs, job requirements, and individual qualifications. We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills and potential. EmpiRx Health celebrates diversity and is committed to creating an inclusive environment for all employees.
Your career at EmpiRx Health awaits – join us in shaping the future of excellence in healthcare.
Careers - EmpiRx Health
*No recruiters, please*
EmpiRx Health is the leading clinically-driven pharmacy benefits management company. As the pioneer in value-based pharmacy care, EmpiRx Health puts its customers and members first by enabling them to take control of their pharmacy benefits, healthcare outcomes, and financial results.
What We Do:
We place more emphasis on member care than any other PBM by focusing on health outcomes first. Our pharmacists and clinicians are at the center of everything we do―and our population health solution delivers tailored strategies for our clients.
Leveraging our newly launched, AI-powered pharmacy care platform, Clinically™, EmpiRx Health’s pharmacists and client management teams provide the highest quality pharmacy care to our clients and their members. This enables benefits plan sponsors to keep their members healthy, happy, and productive, while substantially reducing prescription drug spending, which has been on an explosive growth trajectory in recent years.
Who We're Looking For:
You are a dynamic and results-driven professional with a passion for customer service and team leadership. You have a proven track record of effectively leading and managing teams in a call center environment. You inspire, motivate, and mentor your team members to achieve performance goals and deliver exceptional customer service. You have a keen understanding of customer needs and the ability to develop strategies for enhancing the customer experience. You bring an in-depth knowledge of call center operations, including call routing, scripting, quality assurance, and reporting. You have excellent written and verbal communication skills, with the ability to interact effectively with both team members and senior management. You are committed to process improvement, including the ability to analyze data, identify trends, and implement changes to enhance operational efficiency and customer satisfaction.
What You'll Do:
- Coach, counsel and ensure appropriate training of staff members to achieve acceptable performance standards and departmental goals.
- Promote teamwork to encourage employee engagement and empower agents with the necessary knowledge, tools and resources to provide outstanding service.
- Demonstrate outstanding communication skills when providing professional responses to complex and/or sensitive topics and situations.
- Engage in open and honest conversations with agents to ensure expectations are clear; hold team members accountable to expectations.
- Evaluate staffing needs and make adjustments or recommendations, as needed.
- Responsible for hiring and training of staff members.
- Complete timely call reviews, email/live chat reviews, and agent reviews to ensure that productivity, monitoring scores, and attendance meet goals.
- Ensure appropriate training of staff.
- Promote and ensure high quality five-star, world class customer service.
- Resolve escalated issues in a timely and professional manner.
- Manage phone routing to maintain department goals.
- Maintain relationship with outsource call centers and continuously communicate changes to call volumes.
- Communicate company/department changes to immediate staff.
- Occasional travel may be required for meetings or training.
What you need:
- 5 years’ experience in the healthcare and customer service industry
- 2 or more years' experience managing teams
- PBM experience, preferred
- Pharmacy experience, preferred
Why Join Us:
- Full-time position with standard office hours.
- Some flexibility may be required based on organizational needs.
- EmpiRx Health is on an extraordinary journey where excellence meets innovation.
- We are a collaborative team that encourages groundbreaking ideas, values open dialogue, and prioritizes continuous improvement.
- You will be part of a dynamic team where success is a shared celebration, collaboration fuels progress, and we redefine healthcare together.
- We offer a generous and competitive benefits package.
- You will share in the company's success through our discretionary bonus program.
EmpiRx Health is an Equal Opportunity Employer
EmpiRx Health is an equal opportunity employer. We are committed to creating a diverse and inclusive environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
All employment decisions are based on business needs, job requirements, and individual qualifications. We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills and potential. EmpiRx Health celebrates diversity and is committed to creating an inclusive environment for all employees.
Your career at EmpiRx Health awaits – join us in shaping the future of excellence in healthcare.
Careers - EmpiRx Health
*No recruiters, please*
Powered by JazzHR
Source : EmpiRx Health
