Service Delivery Manager (Contact Center)

At Prime Therapeutics (Prime), we are a different kind of PBM, with a purpose beyond profits and a unique ability to connect care for those we serve. Looking for a purpose-driven career? Come build the future of pharmacy with us.

Job Posting Title

Service Delivery Manager (Contact Center)

Job Description

The Manager Service Delivery is responsible for coordinating and driving medium and large-scale Member Operations client implementations and member experience/client relations in a consistent and effective manner. This position leads client listening sessions to identify enhancements to process and training and recommends adoption of best practices to reduce effort required of customers. This role will also lead implementation of Member Operations changes impacting clients that may be product, strategic, IT, senior leadership driven or operational in scope.

Responsibilities

• Support clients by operating as the liaison between Member Operations teams
• Maintain client action logs to drive internal project plans and report results/progress to clients
• Identify areas/potential projects where process redesign/improvement can significantly impact efficiency, quality, profitability, competitive position and customer satisfaction
• Direct Service Delivery team in the areas of client relations and implementations and team development
• Work closely with the Member Operations senior leadership team to achieve strategic goals and define and manage the execution and communications around the delivery of medium and large-scale implementations
• Clarify, manage and prioritize all client requests relative to operational processes in partnership with the Service Excellence team
• Conduct in-flight and after-action reviews of the performance results and conformance to expectations for initiatives
• Other duties as assigned

Minimum Qualifications

• Bachelor's degree in business or related area of study, or equivalent combination of education and/or relevant work experience; HS diploma or GED is required

• 6 years of work experience in health care industry or operations including 1 year of account or relationship management/client service delivery
• 1 year leadership/people management experience
• Must be eligible to work in the United States without need for work visa or residency sponsorship

Must be eligible to work in the United States without the need for work visa or residency sponsorship

Additional Qualifications

• Team player, comfortable with fast paced, changing environment and ambiguity
• Excellent communication skills, verbal, written and presentation, with the ability to communicate information in a manner that promotes credibility and facilitates the resolution of different views
• Able to work effectively with all organizational levels
• Proficiency in Microsoft Word, Excel and Power Point; working knowledge of Visio

Preferred Qualifications

• Project Management Professional (PMP) certification
• Experience interfacing (presenting, interacting) with executive and senior leadership team members

Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their job, and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures

Every employee must be able to perform the essential functions of the job and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions, absent undue hardship. In addition, Prime retains the right to change or assign other duties to this job.

Potential pay for this position ranges from $81,000.00 - $138,000.00 based on experience and skills.

Prime Therapeutics LLC is proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex (including pregnancy), national origin, disability, age, veteran status, or any other legally protected class under federal, state, or local law.  

We welcome people of different backgrounds, experiences, abilities, and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

Prime Therapeutics LLC is a Tobacco-Free Workplace employer.

Positions will be posted for a minimum of five consecutive workdays.