Procurement Transformation Manager
Puget Sound Energy
Customer Service Operations Leader, Pharmacy – Managing Director
The Cigna Group
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Lead and oversee the customer service department for pharmacy operations, ensuring the delivery of high-quality service to our clients and members.
- Develop and implement strategic plans to enhance customer service operations and improve overall customer satisfaction.
- Lead, mentor, and develop a high-performing customer service team, fostering a culture of excellence and continuous improvement.
- Establish and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of customer service operations.
- Collaborate with cross-functional teams, including sales, account management, and clinical operations, to ensure seamless service delivery and address client needs.
- Drive process improvements and leverage technology to optimize customer service workflows and enhance the member experience.
- Ensure compliance with regulatory requirements and company policies, maintaining the highest standards of service and integrity.
- Manage the PBS budget, ensuring cost-effective operations while delivering exceptional service.
- Stay abreast of industry trends and best practices, incorporating them into the customer service strategy.
- Provide leadership and direction through high-level professional staff, and customer service operations directors.
- Collaborate extensively with business owners, call center executives, customer experience leaders, heads of legal, HR, finance, workforce management, various global service provider partners, and technology.
- Manage 5 direct reports with approximately 4500 indirect reports, including oversight of resources across 5 Global Service Partners (GSPs) both domestically and in the Philippines.
- Oversight of a $250M budget, supporting 2800 clients and more than 22M customer interactions annually.
- Lead the team in effectively managing and resolving crises and escalated customer issues.
Requirements
- Bachelor’s degree in business administration, healthcare management, or a related field; Master’s degree preferred.
- Minimum of 10 years of experience in customer service operations, with at least 5 years in a leadership role
- Proven track record of successfully leading and managing large customer service teams.
- Excellent leadership, communication, and interpersonal skills.
- Ability to think strategically and drive change in a dynamic environment.
- Proficiency in customer service software and technology solutions.
- Strong problem-solving and decision-making abilities.
- Desired strong understanding of PBS operations, pharmacy benefits, and healthcare regulations
- If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
