Head Of Customer Care

This is a leadership team position that is accountable for patient-specific prescription intake, order entry and payments, insurance billing, shipping, and customer experience production and process adherence. These functions are organized into 5 sub-teams. The Customer Care Manager has 6 direct reports and oversees 15-22 team members. This is an on-site, full-time position and reports to the EOS Integrator, VP & Chief Business Officer.

Primary Duties and Responsibilities:

• Leadership: Leads the EOS Customer Care Team L10 meeting agendas, daily 15-min morning huddles, and identifying, discussing, and solving issues with clear communication; Participates in weekly 90-min Leadership Team L10 meetings, and 45-min weekly Compliance-Ops Team L10 meetings; Active involvement in EOS Leadership quarterly and annual retreat planning meetings.

• Compliance: Assures that the team is taking all steps required to process prescriptions in compliance with all laws, regulations, and pharmacy standard policies and procedures; Exercise discretion and confidentiality with all patient information, following all HIPAA requirements.

• Management: Manages and directs direct reports and supports their teams in accordance with Valor's Employee Handbook, including providing daily and weekly feedback, performance evaluations, and performance improvement plans.

• Customer Service: Ensure the team demonstrates exceptional, professional, genuine customer service, etiquette, and phone skills when answering calls, placing callers on hold, transferring calls, taking messages, or other duties to all patients, doctors, and internal colleagues; Produces high-quality customer service delivery that reflects industry best practices for CSATs and Net Promoter Score (NPS).

• Customer Retention: Execute customer experience strategies and initiatives to optimize customer retention, and work with Sales & Marketing to develop educational materials that maximize product understanding and customer satisfaction.

• Metrics: Organizes, coaches, and directs the 5 customer care teams' workflow to produce operational excellence with valid daily, weekly, and monthly measurables, including but not limited to prescription transactions, accuracy rates, cycle times, and service standards.

• Training: Align and ensure the team is provided and is following proper training on the software and processes and procedures as they have been defined to ensure compliance and operational efficiency, and to achieve their metric goals and positive results.

• Client Requirements: Understand and manage client-specific prescription and shipping procedures and requirements.

• Other: Assist in any other duties necessary to ensure the functionality of the company.

Skills and Abilities:

• You LOVE helping patients and doctors! You care about how you and your team make a customer feel over the phone or through excellent service and processes.

• You have the ability to light up a room, quick to connect and build relationships, while taking charge with an approachable interpersonal management style and strong verbal and written communication skills.

• You have a strong understanding and experience working with the different PBM's (private, Medicare, Medical, and worker's comp) and resolving third party errors and prior authorizations

• You have a pulse on pharmacy workflow and are able to jump in and teach other pharmacists to do the same when support is needed in intake, billing, payment, and customer service

• You have a salesperson mindset - "ABS" - finding opportunities to meet the customers' needs, and can encourage your team to think and perform in the same way.

• You are highly analytical and know how to interpret data or scorecards to pivot your operations with a results-oriented KPI/metrics/measurables-driven approach.

• You are not afraid to make hard decisions with data and have good judgment and critical thinking when solving issues.

• You are naturally curious and ask questions to identify the root causes of issues, conduct analysis, and formulate conclusions.

• You take pride and care about the quality of your work; motivated self-starter with a great attitude, flexibility, and entrepreneurial spirit.

• You will always do the right thing, even if it's hard.

• You are an avid learner - always interested in improving your knowledge base

• Checklists are your favorite, but you think about details and the meaning behind those checklists to ensure it make logical sense.

• You have a passion for technology and efficiency in pharmacy operations.

• You have a clear understanding of the role of a pharmacist, the significance of individual licensees, and that of the pharmacy.

• When faced with stressful situations or disagreements, you can maintain professionalism, stay positive, and communicate respectfully.

• You are organized and able to work under pressure to prioritize and manage workload, manage simultaneous tasks, and meet deadlines and critical measurables.

• You are not afraid of change, leading change, multi-tasking, and working in a fast-paced environment, onsite in Berkeley, CA.