Call Center Manager

About the role

The Call Center Manager, also known as Manager, Business Operations, leads and develops a high-performing specialty pharmacy team that delivers exceptional patient care while maintaining operational excellence and strict compliance standards. This role oversees all aspects of daily call center operations, from team development and scheduling to quality assurance and continuous improvement.

Responsibilities

• Hire, train, and retain a high-performing call center team in a remote environment.
• Conduct regular performance reviews, provide coaching, and foster a supportive team culture grounded in empathy, accuracy, and patient advocacy.
• Oversee daily call center operations including scheduling, workforce management, and queue monitoring to ensure adequate coverage and adherence to service levels.
• Manage inbound and outbound call volumes related to prescription intake, refill coordination, shipment scheduling, prior authorizations, and patient assistance program enrollment.
• Establish and monitor key performance indicators (KPIs) such as average handle time, first call resolution, abandonment rate, patient satisfaction scores, and adherence rates.
• Ensure strict adherence to HIPAA, state pharmacy board regulations, organizational policies, and client business rules.
• Partner with quality control on call monitoring, scoring, and feedback loops.
• Serve as a point of escalation for complex patient or prescriber issues, ensuring timely and appropriate resolution.
• Maintain documentation standards and data accuracy in pharmacy management systems.
• Analyze call center data to identify trends and opportunities for improvement.
• Collaborate cross-functionally with pharmacy operations, clinical teams, billing, and account management to drive continuous improvement.

Requirements

• Minimum Required Qualifications:
• Bachelor's degree in Healthcare Administration, Business, Communications, or related field; equivalent combination of education and experience considered.
• Pharmacy Technician certification (CPhT) or willing to obtain for Florida and Tennessee.
• 3–5 years of call center management experience, with at least 2 years in specialty pharmacy, healthcare, PBM, or hub services environment.
• Proven experience leading and managing remote or distributed call center teams, including remote hiring, performance management, and team development.
• Knowledge of specialty pharmacy workflows including prior authorizations, patient assistance programs, and REMS coordination.
• Strong understanding of HIPAA regulations and healthcare compliance requirements.
• Proven ability to lead, motivate, and develop teams in fast-paced, high-volume environments. Proficiency with pharmacy management systems and workforce management tools.

Preferred Qualifications

• Experience managing specialty therapy areas such as oncology, rare disease, immunology, or infusion services.
• Familiarity with hub services, manufacturer copay programs, and direct-to-patient services.
• Six Sigma, Lean, or other process improvement methodology experience.

Pay

The base salary range for this position is competitive and commensurate with experience, location, skills, prior relevant experience, applicable degrees and certifications, as well as internal equity and market data. As a full-time, exempt employee, you are eligible for comprehensive benefits including: Medical, Dental, and Vision coverage; Life Insurance; Short- and Long-Term Disability; 401(k) with a 5% company match with immediate vesting; Paid Time Off (PTO); Annual performance bonus; Continuing education and professional development support; Employee Assistance Program (EAP).