PBM Call Center Manager

Posted today

virtual vocationsDenver (CO)

General and Operations ManagersTelemarketing Bureaus and Other Contact Centers

SENIORITY

Manager

About the role

Leading day-to-day operations in a remote environment, the full-time PBM Call Center Manager will oversee service delivery, drive operational performance, and ensure compliance while enhancing customer experience in a Pharmacy Benefit Management call center. Key responsibilities Manage PBM call center operations to meet service levels, productivity, quality, and customer experience goals Lead and develop supervisors and customer service teams through performance management and employee development initiatives Monitor SLAs, KPIs, and quality metrics to identify and implement opportunities for operational improvement Required qualifications Three or more years of experience in healthcare, Medicaid, PBM, or related healthcare operations Demonstrated leadership experience in a high-volume call center, with five or more years preferred Strong knowledge of call center operations, including SLAs, KPIs, and quality management Familiarity with NCPDP standards and healthcare regulatory requirements Preferred experience with Medicaid/PBM operations and pharmacy claims processes

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