What are the responsibilities and job description for the Director Call Center Operations position at Navitus Health Solutions, LLC?
Company: Archimedes Rx About Us: Archimedes Rx - Transforming the Specialty Drug Benefit - Archimedes is the industry leader in specialty drug management solutions. Founded with the goal of transforming the PBM industry to provide the necessary ingredients for the sustainability of the prescription drug benefit – alignment, value and transparency – Archimedes achieves superior results for clients by eliminating tightly held PBM conflicts of interest including drug spread, rebate retention and pharmacy ownership and delivering the most rigorous clinical management at the lowest net cost. Pay Range: USD $0.00 - USD $0.00 /Yr. Work Schedule Description (e.g. M-F 8am to 5pm): Core work hours unless business requires additional Overview:
Archimedes is looking for Director Call Center Operations to streamline our existing processes, scale operations and ensure a high-quality experience. The ideal candidate has a passion for leading a team of representatives and running an operation that coordinates care between physicians, patients and pharmacies. This person will work cross-functionally to ensure the member experience is exemplary. This is a great opportunity to own a critical part of the customer experience for a high growth, service-oriented company.
Responsibilities:
- Develop and implement a comprehensive strategy for the call center in alignment with the company's overall objectives.
- Provide vision and leadership in the development goals for the call center.
- Provide leadership to a multi-site team of call center managers and supervisors.
- Foster collaborative work environment, emphasizing employee engagement.
- Meet financial and performance goals, prepare and manage annual budget.
- Oversee operations of the call center, ensuring high-quality service delivery and adherence to performance metrics.
- Implement best practices/process improvements to optimize effectiveness.
- Establish, monitor, and achieve key performance indicators (KPIs) related to call center performance, including service level, first call resolution, and customer satisfaction.
- Own relationship with vendors to ensure proper routing of calls and reporting.
- Analyze data to make informed decisions and drive continuous improvement and scaling.
- Foster a customer-centric culture and an exceptional customer experience.
- Implement strategies to enhance customer satisfaction and loyalty.
- Collaborate with other departments, including clinical, IT, account management, and product management to ensure seamless communication and alignment of goals.
- Drives consistency in messaging.
- Bachelor’s degree in business administration, management, or a related field.
- 5 years’ experience in call center operations, with at least 3 years in a team-leader or manager role.
- 2 years’ in applicate health care/pharmacy benefit management experience.
- Self-motivated and able to thrive in a results-driven environment
- Critical thinking and problem-solving skills
- Keen attention to detail and adherence to deadlines
- Excellent communication, interpersonal, and leadership skills.
- Prefer experience with PureCloud Customer Service Platform
