Manager, Customer Support

Summary

Leads customer support operations for Prior Authorization (PA) services within the state PBM (sPBM) program. Ensures high-quality service delivery, regulatory compliance, and efficient processing of pharmacy benefit requests.

Your role in our mission

- Lead and develop customer support teams managing prior authorization workflows and member/provider inquiries - Drive performance across key operational metrics (service levels, quality, turnaround times, productivity) - Oversee escalations and ensure timely resolution of complex PA and pharmacy-related issues - Ensure compliance with state Medicaid requirements, clinical guidelines, and PBM regulations - Partner with clinical, operations, and state stakeholders to improve processes and service delivery

What we're looking for

- High school diploma or equivalent required - 5+ years of PBM, healthcare call center, or prior authorization experience - 2+ years of leadership or team management experience - Strong knowledge of prior authorization processes, pharmacy benefits, and Medicaid programs - Experience managing KPIs, reporting, and operational performance

What you should expect in this role

- Leadership in a fast-paced, high-volume prior authorization environment - Collaboration with clinical teams, providers, and state partners - Focus on service excellence, compliance, and operational efficiency

Pay

The pay range for this position is $75,700.00 - $108,100.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.