General Manager – Sentry
Broadridge
Manager – Provider and Member Services
Independent Health
full-time
Posted on:
Location Type: Hybrid
Location: Buffalo • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $76,500 - $85,000 per year
Job Level
Mid-LevelSenior
About the role
- Develop and maintain the department’s call center goals as defined by senior management
- Enhance member and provider relationships by increasing satisfaction through leadership of the Pharmacy Help Desk and Member Services teams
- Promote teamwork and accountability in a performance based work environment
- Hire, train, mentor, and evaluate staff; manage personnel issues
- Monitor workflow, identify process improvement, and implement system changes
- Be accountable for overall quality, performance, customer satisfaction and financial goals for the servicing department
- Support and oversee supervisors and specialists and corporate initiatives
- Work closely with operations, support services and HR to ensure staffing, quality delivery, and staff development
- Oversee daily attendance, productivity, and quality standards for team members
- Maintain high levels of internal and external customer satisfaction and drive first-call resolution
- Monitor performance metrics and adjust assignments to meet service level goals
- Ensure adequate coverage through scheduling oversight and workload management
- Manage departmental budget and proactively address operational challenges using data insights
- Maintain up-to-date knowledge of contracts, benefits, and internal systems and ensure HIPAA compliance through regular monitoring and auditing of team communications
Requirements
- Bachelor’s degree required
- An additional four (4) years of experience will be considered in lieu of degree
- Five (5) years of experience in pharmacy or customer service, to include experience in a call center, required
- Experience with pharmacy online claims billing preferred
- Two (2) years of progressive leadership/management experience required
- Strong leadership skills to include coaching, training, conflict resolution, performance improvement and goal achievement
- Excellent communication skills with the ability to influence and collaborate across functions
- Ability to solve problems and demonstrate process management expertise
- Ability to manage departmental budgets and interpret financial data
- Ability to align departmental goals with organizational objectives
- Skilled in developing cross-functional teams and proactively addressing challenges through data and metrics
- Proven examples of displaying the PBD values: Trusted Advisor, Innovative, Excellence, Guardianship, Dedication and Caring
- Immigration or work visa sponsorship will not be provided for this position
Benefits
- First-class perks, benefits and a culture that fosters growth, innovation and collaboration
- Associates may be eligible for a scorecard incentive
- Full range of benefits
- Generous paid time off
- Reasonable accommodations for qualified individuals with disabilities and disabled veterans
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
pharmacy online claims billingprocess managementperformance metricsbudget managementdata insightsquality standardscustomer satisfactionstaff developmentworkflow monitoringHIPAA compliance
Soft skills
leadershipcoachingtrainingconflict resolutionperformance improvementgoal achievementcommunicationinfluencecollaborationproblem-solving
Certifications
Bachelor's degree
