Manager- Provider & Member Services

Find Your Future

We're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and a culture that fosters growth, innovation and collaboration.

Overview

The Manager-Provider and Member Services will develop and maintain the department’s call center goals as defined by senior management. They will be responsible for enhancing member and provider relationships by increasing satisfaction through leadership of the Pharmacy Help Desk and Member Services teams. The manager shall function to promote teamwork and accountability in a performance based work environment and represent the department on cross-functional teams when necessary. Duties include but are not limited to hiring, staff training, mentoring, monitoring workflow, identifying process improvement, implementing system changes, performance evaluations, and managing personnel issues. The manager will be accountable for the overall quality, performance, customer satisfaction and financial goals for the servicing department. The manager will be responsible for the support and overall performance of the supervisors and specialists as well as ongoing support of corporate initiatives. This will include promoting teamwork while accentuating a customer focused, performance based work environment. The manager will work closely with all areas of internal operations, support services and human resources to ensure proper staffing, quality delivery, appropriate training and re-training and staff development.

Qualifications

• Bachelor’s degree required. An additional four (4) years of experience will be considered in lieu of degree.
• Five (5) years of experience in pharmacy or customer service, to include experience in a call center, required. Experience with pharmacy online claims billing preferred.
• Two (2) years of progressive leadership/management experience required.
• Strong leadership skills to include coaching, training, conflict resolution, performance improvement and goal achievement.
• Excellent communication skills with the ability to influence and collaborate across functions.
• Ability to solve problems and demonstrate process management expertise.
• Ability to manage departmental budgets and interpret financial data.
• Ability to align departmental goals with organizational objectives.
• Skilled in developing cross-functional teams and proactively addressing challenges through data and metrics.
• Proven examples of displaying the PBD values: Trusted Advisor, Innovative, Excellence, Guardianship, Dedication and Caring.

Essential Accountabilities

• Oversee daily attendance, productivity, and quality standards for team members.
• Manage Pharmacy Help Desk and Member Services staff, ensuring accurate and timely service. Maintain high levels of internal and external customer satisfaction.
• Monitor performance metrics and adjust assignments to meet service level goals.
• Communicate daily updates and expectations to prepare staff for operational needs.
• Ensure adequate coverage through scheduling oversight and workload management.
• Collaborate with leadership and HR to address staffing needs and budget efficiencies.
• Lead teams to meet productivity and quality benchmarks.
• Coach and mentor supervisors and specialists; support training and development initiatives.
• Communicate departmental goals and priorities clearly and consistently.
• Conduct regular performance reviews and evaluations.
• Manage departmental budget and proactively address operational challenges using data insights.
• Maintain up-to-date knowledge of contracts, benefits, and internal systems.
• Identify and resolve operational deficiencies; recommend process improvements.
• Ensure team proficiency across all relevant systems and workflows.
• Drive customer service excellence by promoting first-call resolution and courteous, efficient service.
• Support staff in resolving inquiries and complaints with professionalism and accuracy.
• Ensure compliance with member rights and managed care policies.
• Maintain confidentiality and uphold service standards in all interactions.
• Ensure HIPAA compliance through regular monitoring and auditing of team communications.
• Immigration or work visa sponsorship will not be provided for this position
• Hiring Compensation Range: $76,500 - $85,000 annually

Compensation may vary based on factors including but not limited to skills, education, location and experience. 

In addition to base compensation, associates may be eligible for a scorecard incentive, full range of benefits and generous paid time off. The base salary range is subject to change and may be modified in the future.

As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship and immigration status, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Click here for additional EEO/AAP or Reasonable Accommodation information.

Current Associates must apply internally via the Job Hub app.