About the Role:

The Vice President of Customer Care Operations will take the lead in setting the strategic vision for our call center operations group. This individual will create and communicate a compelling vision that motivates others, conveys the purpose and importance of the corporate vision and mission, and links department, team, and individual initiatives to those of the organization.

You will lead and drive strategy, process improvement, and agent performance for one of the fastest growing departments at Capital Rx. Our mission is simple: drive a best-in-class customer experience that will increase brand loyalty and help our members achieve better health outcomes.

Position Responsibilities:

• Responsible for providing management and leadership to the call center operations staff. The divisions within the operation are: Member Services; Pharmacy Help Desk Services; Prior Authorization Intake; Client Services; Mail Service and Specialty Pharmacy Vendor Relations
• Develops, implements, and maintains annual operating and budgets, ensuring that operations are managed within established guidelines and that the allocation of resources appropriately supports corporate goals
• Develops methods to identify opportunities to improve customer satisfaction, operational efficiency, and employee satisfaction
• Define and manage to data driven KPI’s and department goals
• Responsibilities also include facilitating and improving communication and cooperation between all departments and the management structure while interfacing with the senior management team and outlining those issues affecting Customer Service and the resolution of customer concerns
• Sets the values and discipline required to attract and retain superior talent
• Continually looks for new cost-effective ways to deliver quality service
• Performs annual employee performance reviews and implements development succession plan as needed
• Works with marketing department on RFI’s and RFP’s
• Independently responsible for maintaining professional relationship with national clients
• Gains, Imparts and Maintains knowledge of industry trends and regulatory changes
• Protect and maintain confidentiality of company and customer information, policies, and process
• Follow and enforce all company-defined operational policies and procedures
• Other duties as assigned
• Responsible for adherence to the Capital Rx Code of Conduct, including reporting of noncompliance.

Qualifications / Profile:

• Bachelor of Science in Business Administration, or equivalent experience
• 10+ years related experience in Health Care industry, Customer Service Call Center Operations Environment required; Pharmacy Benefit Management expertise preferred
• 10+ years of leadership experience managing large multi-tiered operational teams
• 5+ years of leadership managing Medicare and Medicaid service teams
• Critical thinking and demonstrated analytical capabilities; Metrics oriented
• Possesses excellent negotiation skills
• Ability to handle multiple complex situations
• Excellent verbal and written communication skills
• Possesses the ability to consistently meet deadlines
• Proficient in Microsoft Office Suite skills required

Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Capital Rx values a diverse workplace and celebrates the diversity that each employee brings to the table. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

About Capital Rx:

Capital Rx is a full-service pharmacy benefit manager (PBM) and pharmacy benefit administrator (PBA), advancing our nation’s electronic healthcare infrastructure to improve drug price visibility and patient outcomes. As a Certified B Corp™, Capital Rx is executing its mission through the deployment of JUDI®, the company’s cloud-native enterprise health platform, and a Single-Ledger Model™, which increases visibility and reduces variability in drug prices. JUDI connects every aspect of the pharmacy ecosystem in one efficient, scalable platform, servicing millions of members for Medicare, Medicaid, and commercial plans. Together with its clients, Capital Rx is reimagining the administration of pharmacy benefits and rebuilding trust in healthcare.