Service Delivery Manager (contact Center)

Service Delivery Manager (Contact Center)

At Prime Therapeutics (Prime), we are a different kind of PBM, with a purpose beyond profits and a unique ability to connect care for those we serve. Looking for a purpose-driven career? Come build the future of pharmacy with us.

The Manager Service Delivery is responsible for coordinating and driving medium and large-scale Member Operations client implementations and member experience/client relations in a consistent and effective manner. This position leads client listening sessions to identify enhancements to process and training and recommends adoption of best practices to reduce effort required of customers. This role will also lead implementation of Member Operations changes impacting clients that may be product, strategic, IT, senior leadership driven or operational in scope.

Support clients by operating as the liaison between Member Operations teams

Maintain client action logs to drive internal project plans and report results/progress to clients

Identify areas/potential projects where process redesign/improvement can significantly impact efficiency, quality, profitability, competitive position and customer satisfaction

Direct Service Delivery team in the areas of client relations and implementations and team development

Work closely with the Member Operations senior leadership team to achieve strategic goals and define and manage the execution and communications around the delivery of medium and large-scale implementations

Clarify, manage and prioritize all client requests relative to operational processes in partnership with the Service Excellence team

Conduct in-flight and after-action reviews of the performance results and conformance to expectations for initiatives

Other duties as assigned

Bachelor’s degree in business or related area of study, or equivalent combination of education and/or relevant work experience; HS diploma or GED is required

6 years of work experience in health care industry or operations including 1 year of account or relationship management/client service delivery

1 year leadership/people management experience

Must be eligible to work in the United States without need for work visa or residency sponsorship

Team player, comfortable with fast paced, changing environment and ambiguity

Excellent communication skills, verbal, written and presentation, with the ability to communicate information in a manner that promotes credibility and facilitates the resolution of different views

Able to work effectively with all organizational levels

Proficiency in Microsoft Word, Excel and Power Point; working knowledge of Visio

Project Management Professional (PMP) certification

Experience interfacing (presenting, interacting) with executive and senior leadership team members

Prime Therapeutics LLC is proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex (including pregnancy), national origin, disability, age, veteran status, or any other legally protected class under federal, state, or local law. We welcome people of different backgrounds, experiences, abilities, and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. Prime Therapeutics LLC is a Tobacco-Free Workplace employer.