Oversee financial outcomes, including claims loading, adjudication, and payments
Manage all aspects of operations and ensure efficiency
Develop and implement strategic plans aligned with company objectives
Meet financial and performance goals, including budget preparation
Provide vision for call center goals and lead a multi-site team
Foster a collaborative, employee-focused work environment
Provide ongoing formal training to team members
Supervise managers and supervisors to enhance performance
Conduct data analysis and present insights to stakeholders
Establish and monitor key performance indicators (KPIs)
Implement best practices to optimize effectiveness
Drive process improvements for scalability and efficiency
Manage projects across functions and support corporate initiatives
Collaborate with departments like clinical, IT
Own pharmacy and vendor relationships for claims processing, call routing, reporting, and communication
Foster a customer-centric culture and enhance customer satisfaction
Oversee call center operations, ensuring service quality and adherence to metrics
Implement strategies for customer loyalty and consistency in messaging

5+ years in healthcare-related operations roles
Preferred knowledge of Pharmacy Benefit Management (PBM) operations and industry
Strong strategic thinking and problem-solving abilities
Ability to prioritize work for cross-functional teams
Excellent people leadership skills with servant leadership attributes
Proficiency in Microsoft Office, email, and internet tools
Experience in Call Center Software Management
Expertise in Operations Team Management
Strong verbal and written communication, presentation, and negotiation skills
Ability to engage with stakeholders effectively

Operations Director – SPBM

Key skills