Manager, Patient Services – Call Center, Pharmacy

Centene Corporation

Centene call center manager leading specialty pharmacy patient services operations. Overseeing supervisors, staffing, escalations, compliance, and patient experience metrics.

Posted 9/1/2026full-timeRemote • Alabama, Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Idaho, Illinois, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Minnesota, Mississippi, Missouri, Montana, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming • 🇺🇸 United StatesMid-LevelSenior💰 $70,100 - $126,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer service functions within a specialty pharmacy call center, focusing on operational efficiency, compliance, and quality performance. Proven ability to lead teams, implement process improvements, and effectively communicate across cross-functional departments.

Highest-signal resume keywords

Pharmacy Customer Service ManagementCall Center Operations LeadershipProcess Improvement ExperienceWorkforce Planning KnowledgeAnalytical And Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service Function ManagementOperational ReportingPerformance ManagementStaffing ForecastingPolicy And Procedure DevelopmentRegulatory ComplianceQuality AssuranceData AnalysisProject ManagementEscalation Resolution

Soft Skills

Effective CommunicationCoaching And MentoringChange ManagementTeam LeadershipProblem-Solving

Industry Keywords

Specialty PharmacyHealthcare Patient ServicesRegulated Contact CenterHigh-Volume Call CenterOperational Efficiency

About the role

Key responsibilities & impact

Manage the customer service function, including technology needs and implementation
Lead daily operations of a Specialty Pharmacy Patient Services call center
Oversee approximately 3–8 direct reports and provide indirect leadership and support to front-line team members
Manage workflow and ensure compliance with established benchmarks and standards
Monitor service levels, call volume, staffing, productivity, quality, and customer experience metrics
Forecast call volume and determine appropriate staffing levels
Develop and maintain department performance and productivity reports
Identify operational risks and make timely decisions
Coach Supervisors on performance management and employee development
Coordinate complex patient, provider, and internal escalations
Partner with cross-functional operational departments and teams
Implement customer service initiatives to improve operational efficiency and quality performance
Review, investigate, and resolve complex member and provider services inquiries
Develop and implement policies and procedures meeting contractual, legal, regulatory, and quality requirements
Identify process and infrastructure needs for existing and new business initiatives
Assist with short- and long-term objectives and implement actions to achieve goals
Assist with implementation of major operational projects
Maintain operational reporting and communicate business updates

Requirements

What you’ll need

Bachelor’s degree in related field or equivalent experience
5+ years of pharmacy or healthcare customer service or call center experience
Previous experience as a lead in a functional area, managing cross functional teams on large scale projects, or supervisory experience
Experience hiring, training, assigning work, and managing staff performance
High-volume pharmacy call center experience highly preferred
Experience in specialty pharmacy, healthcare patient services, or another regulated contact center environment strongly preferred
Strong analytical and problem-solving skills
Workforce planning knowledge
Process improvement experience
Effective communication skills
Change management capabilities
Demonstrated ability to lead leaders while maintaining compliance, quality, and a patient-focused approach
Availability during CST business hours with schedule flexibility for call center coverage, escalations, peak periods, and occasional after-hours operational needs
Up-to-date resume meeting Education / Experience requirements

Benefits

Comp & perks

Competitive pay
Health insurance
401K plan
Stock purchase plans
Tuition reimbursement
Paid time off plus holidays
Flexible approach to work with remote, hybrid, field or office work schedules
Additional forms of incentives may be included in total compensation
Equal opportunity employer committed to diversity