[Hiring] Customer Care Manager @Judi Health

Role Description

The Customer Care Manager leads daily Customer Care operations, overseeing Team Leaders and frontline teams to ensure exceptional service, achievement of SLAs, and a positive experience for members, providers, and pharmacies. This role drives operational performance through coaching, workforce optimization, process improvement, and cross-functional collaboration while fostering a high-performing, customer-focused culture.

• Work closely with Customer Care Leadership team to ensure all SLAs and other business targets are met and exceeded.
• Hire and manage a team of Customer Care Team Leaders and their respective teams across all inbound provider, member and pharmacy call volume.
• Prepare reports and analyze Customer Care data to improve processes and workforce management concepts to ensure resources are properly allocated to maximizing efficiency and customer satisfaction.
• Lead team meetings, motivate and coach employees, and provide professional growth opportunities across the Customer Care teams.
• Support all Customer Care quality control and training programs for Customer Care Representatives and Pharmacy Technicians.
• Maintain a close collaboration and partnership with Clinical Operations team to ensure all Prior Authorization call volume is appropriately handled and handed off to Customer Care Pharmacists.
• Ensure Customer Care escalations are both satisfactory and quickly resolved, communicating as necessary to Client Account Management team for ongoing client relationship management and follow up.
• Other tasks or projects as assigned.

Qualifications

• High School Diploma or equivalent; Associates or Bachelor’s degree preferred.
• 5+ years of experience in Call Center environment with at least 3+ years in a managerial capacity within the PBM or Healthcare industry.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Strong coaching and leadership skills with the ability to motivate employees in a remote environment.
• Exceptional interpersonal, customer service, problem-solving, clear and precise verbal and written communication, people management, and conflict resolution skills.
• Ability to collaborate and foster strong business working relationships.
• Passionate about providing excellent customer service with empathy.
• Self-discipline and the ability to handle multiple projects while meeting deadlines.
• Proficient with Office 365 products such as Outlook, Word and Excel.
• Working experience with Salesforce CRM and Salesforce Knowledge, including computers, software applications, phone systems, etc. preferred.

Requirements

• This range represents the low and high end of the anticipated base salary range. The actual base salary will depend on several factors such as: experience, knowledge, skills, and location of the job.
• Remote, US Salary Range: $89,600 — $141,500 USD

Benefits

• All employees are responsible for adherence to the Judi Health Code of Conduct including the reporting of non-compliance.
• This position description is designed to be flexible, allowing management the opportunity to assign or reassign duties and responsibilities as needed to best meet organizational goals.
• We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
• By submitting an application, you agree to the retention of your personal data for consideration for a future position at Judi Health. More details about Judi Health's privacy practices can be found at https://www.judi.health/legal/privacy-policy .