Manager, Customer Service Operations

Lumicera Health Services is seeking a Customer Service Operations Manager to join our Patient Services department! 

The Manager, Customer Service Operations (MCSO) is responsible for successful daily operations of Lumicera Customer Service Operations. MCSO will provide management and direction to staff to ensure individual and operational standards are defined, communicated, and achieved. Direct reports include PCA Supervisors with the MCSO responsible for growth, development, and performance assessment of these individuals. The MCSO will assist to analyze, monitor, and implement change as necessary to ensure Customer Service consistently meets performance metrics and delivers superior service to internal and external customers. The MCSO through Supervisors and PCAs, will remain informed of current and anticipated issues facing the department and facilitate/lead interventions as necessary. The MCSO will act as a point of escalation within Customer Service should staff be unable to resolve a customer need/complaint. The MCSO will communicate with vendors/clients/BPO partners to ensure Lumicera Customer Service Operations is able to educate and service its members successfully. The MCSO will also help to support the Customer Service PCA teams such as the Help Desk, CAM team, and IDN and partner with Workforce Management.

Is this you? Find out more below!

How do I make an impact on my team? 

• Ensure all performance guarantees, regulatory requirements and internal metrics are consistently met. Manage standards and metrics to drive performance and exceed client expectations
• Collaborate to ensure training related to all functions is documented, conducted appropriately, and maintained in a current state
• Maintain consistent employee assessments and relationships, both formal and informal. Coach, motivate, and develop departmental staff to produce outstanding results and achievements for the individual and department. Discipline as necessary
• Maintain technical knowledge of Lumicera’s claims processing software, knowledge management system, quality management software, and other tools as applicable
• Maintain working knowledge of client benefit design and resources used to administer client-specific benefits accurately
• Manage end-to-end quality assurance processes and ongoing continuous operational improvements focused on enhancing efficiency and accuracy
• Manage development and maintenance of necessary policies and procedures and other department resources
• Participate in Sales activities, including RFP responses and potential client presentations
• Travel as necessary to other campuses and/or client sites
• Other duties as assigned

What our team expects from you?

• Bachelor’s degree or 5 years’ equivalent experience required
• Direct leadership or coaching / mentoring experience required
• Project and/or process management experience required
• Previous experience in a Manager role preferred
• Experience in a managed care, pharmacy, customer service, or PBM environment preferred
• Knowledge of Customer Service or Pharmacy industry practices, HIPAA, and applicable data privacy practices preferred
• Participate in, adhere to, and support compliance program objectives
• The ability to consistently interact cooperatively and respectfully with other employees

What can you expect from Navitus? 

• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5% - No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account

 #LI-Remote

We are unable to offer remote work to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming.