Client Trainer II – Fixed Ops
Cox Enterprises
Operations Director, SPBM
Microsoft 365
full-time
Posted on:
Location: Tennessee • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Responsible for strategic and tactical execution and management of claims, contact center and various other operations
- Manage Operations team(s), including supervision of managers and supervisors
- Oversee financial outcomes, including claims loading, adjudication, and payments
- Manage all aspects of operations and ensure efficiency; develop and implement strategic plans aligned with company objectives
- Meet financial and performance goals, including budget preparation
- Provide vision for call center goals and lead a multi-site team; foster a collaborative, employee-focused environment; provide ongoing formal training
- Conduct data analysis and present insights; establish and monitor key performance indicators (KPIs); implement best practices and drive process improvements for scalability and efficiency
- Manage cross-functional projects; collaborate with clinical, IT, and other departments; own pharmacy and vendor relationships for claims processing, call routing, reporting, and communication
- Vendor and client-facing responsibilities as needed; support corporate initiatives
- Oversee call center operations, ensuring service quality and adherence to metrics; implement strategies for customer loyalty and consistency in messaging
Requirements
- 5+ years of experience successfully managing complex operations
- 5+ years in healthcare-related operations roles
- Preferred knowledge of Pharmacy Benefit Management (PBM) operations and industry
- Strong strategic thinking and problem-solving abilities
- Ability to prioritize work for cross-functional teams
- Excellent people leadership skills with servant leadership attributes
- Proficiency in Microsoft Office, email, and internet tools
- Experience in Call Center Software Management
- Expertise in Operations Team Management
- Strong verbal and written communication, presentation, and negotiation skills
- Ability to engage with stakeholders effectively
- Willingness to travel as needed to meet goals
- Bachelor's degree in business, accounting, or related areas preferred
