Pharmacy Operations Help Desk Manager
Pharmacy Operations Help Desk Manager
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Job Description
Our team members are at the heart of everything we do. At Cencora we are united in our responsibility to create healthier futures and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!
Job Details
Summary:
Under the direction of the Senior Manager Provider Network Services the Help Desk Manager is responsible for managing and overseeing the call center operations for the Elevate PSAO and Good Neighbor Pharmacy programs. Focus on workflow efficiencies customer experience enhancement and strategic business planning. This role emphasizes continuous improvement team development leadership and accountability to enhance the effectiveness of customer support and issue resolution.
Primary Duties and Responsibilities:
Team Leadership & Development: Supervise and mentor help desk staff fostering a collaborative team environment while ensuring operational initiatives and objections are successfully and consistently achieved. Effectively communicate vision establish clear goals and champion our customer-centric culture. Coach a high-performing team and identify areas for leveraging talent growth and career development. Swiftly and appropriately address performance issues as necessary.
Relationship Building: Be an enthusiastic leader and drive culture in the Orange CA office. Identify and implement ways to build connection collaboration and knowledge sharing across teams for strengthened employee engagement. Assist Managed Care Directors GNP team and sales associates in building and maintaining strong client and customer relationships
Process Development: Drive customer retention reduce attrition and improve customer experience through the development and implementation of effective programs solutions and processes
Continuous Improvement: Identify opportunities for process enhancements and implement best practices to improve membership management and customer satisfaction. Create implement and revise processes policies and procedures to effectively manage and drive membership participation; interact effectively with payers and draft communications
Performance: Monitor the performance of team members to ensure compliance with policies standard operating procedures service level agreements quality standards and customer service processes and expectations. Document monitor and evaluate all customer service performance measures including phone system reports system documentation duties and responsibilities
Collaboration: Drive cross-functional collaboration and cross-training for efficient workflow and resource management. Identify synergies and develop and execute plans to maximize them. Train and coach team members to perform at the highest levelaccuracy timeliness customer communications and minimal-touch resolution. Provide white-glove service to customers and recognize opportunities to promote Community Pharmacy Solutions services as appropriate
Support and Communication: Manage timely delivery of network-wide critical customer communications. Coordinate and distribute network communications such as plan summaries weekly updates newsletters provider manuals and network activity updates including all documents to be posted on the website
Project Support: Collaborate with program leaders and staff on key projects ensuring customer issues are resolved quickly and effectively
Revenue Contribution: Contribute to the achievement of annual revenue and profitability targets through effective membership management and customer engagement
Related Duties: Perform additional related duties as assigned to support the overall goals of the department and organization
Required Skills and Qualifications:
Bachelors degree and/or Registered Pharmacy Technician with at least five (5) years of experience in a retail pharmacy or PBM environment preferred two (2) of which in Management. Extensive Pharmacy Benefit Management background preferably in enrollments or other account management areas
Excellent customer service management skills
Ability to communicate effectively both orally and in writing
Ability to work independently under general direction
Strong interpersonal and organizational skills
Must be passionate about customer experience and process efficiency
Knowledge of Pharmacy Benefit Management (PBM) companies and retail pharmacy operations
Working knowledge of computers necessary to operate effectively with company systems and programs (MS Work/Excel/Access)
Knowledge of ABC products programs and services preferred
What Cencora offers
We provide compensation benefits and resources that enable a highly inclusive culture and support our team members ability to live with purpose every day. In addition to traditional offerings like medical dental and vision care we also provide a comprehensive suite of benefits that focus on the physical emotional financial and social aspects of wellness. This encompasses support for working families which may include backup dependent care adoption assistance infertility coverage family building support behavioral health solutions paid parental leave and paid caregiver leave. To encourage your personal growth we also offer a variety of training programs professional development resources and opportunities to participate in mentorship programs employee resource groups volunteer activities and much more. For details visit time *This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range and 12% higher than the maximum salary range. Cencora is committed to providing equal employment opportunity without regard to race color religion sex sexual orientation gender identity genetic information national origin age disability veteran status or membership in any other class protected by federal state or local law. The companys continued success depends on the full and effective utilization of qualified individuals. Therefore harassment is prohibited and all matters related to recruiting training compensation benefits promotions and transfers comply with equal opportunity principles and are non-discriminatory. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment please call 888.692.2272 or email . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned .Salary Range*
Equal Employment Opportunity
Affiliated Companies:
Affiliated Companies: AmerisourceBergen Services Corporation
Required Experience:
Manager
Employment Type
Full-Time
