Weekend Manager, Pharmacy Contact Center

ABOUT THE ROLE:

Shift:

In office Wednesday - Friday OR Monday - Wednesday: 9:00 AM - 5:30 PM (Eastern)

Remote Saturday - Sunday: 9:00 AM - 5:30 PM (Eastern)

Team Description: Our PBM goal is to help clients better manage pharmacy spend to make drugs more affordable for their employees and dependents. Rightway is responsible for designing, building, and operating a new-to-the-world PBM model based on our core tenets: fairness & transparency, unlocking the supply chain, supporting the physician-patient relationship, and utilizing navigation to empower consumers. This role will utilize education, clinical expertise, and supervisory experience to provide management for the pharmacy utilization management team (pharmacist and technicians).

Role Description: The Manager, Pharmacy Contact Center is a critical leader of the Rightway PBM Operations team. This role will manage a team of nationally certified pharmacy technicians in resolving and responding to inquiries from members, pharmacies and providers related to pharmacy benefits, claim adjudication and utilization management.

WHAT YOU’LL DO:

• Manages and oversees supervision of the pharmacy contact center team including scheduling, time and attendance, and performance management.
• Conducts effective resource planning to optimize productivity of staff and technology resources.
• Develops and optimizes workflows to ensure department standards, contract requirements and performance guarantees are being met.
• Develops a team environment that fosters growth and the desire to help others.
• Lead contact center quality improvement initiatives that drive first call/interaction resolution and lower customer repeat inquiry rate.
• Assists with operational and technology readiness for client implementations by coordinating with internal stakeholders.
• Monitors operational activity to identify any potential issues and develops rapid response plans to implement solutions and remediation efforts.
• Develops and maintains standard operating procedures and supports training for new team members.
• Working knowledge of Pharmacy Benefit Management industry terminology, pharmacy claims adjudication rules, and PBM operations.

WHO YOU ARE: 

• Bachelor’s degree preferred. Relevant experience considered for exceptional candidates.
• 3+ years working in a PBM/Health Plan call center management role.
• Important characteristics of ideal candidate: Detail-oriented, critical thinker, client management skills, ability to dig deep in understanding an issue to get to true root cause and resolution, desire to improve the client and member experience, ability to connect the dots across various departments and processes to identify implications of requirements or issues to other areas of the company. Willingness to refine/iterate the process.
• Specific skills needed for the job: Knowledge of pharmacy claims adjudication and benefit designs/terminology, previous call center experience, project management experience, ability to multitask and prioritize work, ability to work reasonably independently, presentation and communication skills (written and verbal), ability to perform intermediate data analysis.

BASE SALARY: $80,000 - $95,000

CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment. If you have any questions about a suspicious interaction with Rightway, please feel free to reach out to us at hr@rightwayhealthcare.com.

ABOUT RIGHTWAY:

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $130mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global at a valuation of $1 billion. We’re headquartered in New York City, with a satellite office in Denver. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

HOW WE LIVE OUR VALUES TO OUR TEAMMATES:

We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members who will:

• We are human first

Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen to—and hear—each other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding. 

• We redefine what is possible 

We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.

• We debate then commit 

We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a “yes, and” mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.

• We cultivate grit 

Changing healthcare doesn’t happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.

• We seek to delight

Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members’ care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members’ success. 

Rightway is PROUDLY an Equal Opportunity Employer that believes in strength in the diversity of thought processes, beliefs, background and education and fosters an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis covered by appropriate law. All employment is decided on the consideration of merit, qualifications, need and performance.