About menMD:
Guys need a place for all things health and wellness, so we built one. menMD believes in a tailored, whole-health approach to optimize a man’s life in the bedroom and beyond…
We know that one size doesn’t fit all when dealing with men’s health conditions, so we provide tailored care that meets individuals where they are in their health journey and accompanies them to where they want to go. We centralize all a man’s health-related needs under one digital roof, allowing him to cut right to the chase and get answers, products, and help.
menMD is a dynamic, national patient advocacy service dedicated to helping men and their partners enjoy good sexual health. We work with healthcare providers to provide a variety of treatments, support services, and recommendations to optimize patient satisfaction and ensure treatment success. menMD is looking for an Operations Manager to join our growing organization.
About the Role
We are seeking a skilled and proactive Call Center Manager to lead our pharmacy call center operations. This role will oversee a team responsible for managing pharmacy orders from our patients and coordinating with physician partners. The ideal candidate will have substantial experience in call center management, particularly in a pharmacy or healthcare setting, and will be adept at improving team performance and ensuring exceptional service delivery.
Responsibilities
- Supervise and mentor call center supervisors, member support staff, and member service representatives focused on pharmacy orders.
- Conduct regular performance reviews, provide feedback, and support the professional development of team members.
- Foster a collaborative and efficient work environment to enhance team productivity and morale.
- Oversee daily call center operations related to pharmacy order processing, ensuring adherence to quality service and regulatory requirements.
- Implement and optimize processes for managing pharmacy orders, including prescription refills, order tracking, and coordination with physician partners.
- Manage staffing levels and schedules to meet service demands and handle peak periods effectively.
- Monitor and analyze key performance metrics, such as order accuracy, call volume, average handle time, and customer satisfaction.
- Identify trends and areas for improvement, and develop action plans to enhance service quality and operational efficiency.
- Prepare and present performance reports to senior management, highlighting achievements and areas for development.
- Ensure that all team members provide high-quality service when handling pharmacy orders, resolving patient inquiries, and coordinating with physician offices.
- Address escalated patient concerns and complaints promptly and professionally, ensuring timely resolution and patient satisfaction.
- Promote best practices for customer interactions, including effective communication, empathy, and problem-solving skills.
- Develop and deliver training programs for new hires and provide ongoing training for current staff on pharmacy order procedures, systems, and customer service skills.
- Keep the team informed about updates to pharmacy practices, medication protocols, and changes in regulatory requirements.
- Encourage continuous learning and improvement to maintain a high level of service excellence.
- Oversee the use of call center technology and tools specific to pharmacy operations, including CRM systems and order management software.
- Collaborate with IT and other departments to resolve technical issues and implement system enhancements to improve efficiency.
Must Have
- Bachelor’s degree in Business Administration, Healthcare Management, or a related field preferred.
- Minimum of 5 years of experience in a call center environment, with at least 3 years in a managerial role, preferably in a pharmacy or healthcare setting.
- Proven experience managing and developing teams, with excellent leadership and interpersonal skills.
- Proficiency in using call center and pharmacy management software, CRM systems, and other relevant tools.
- Ability to analyze data, identify trends, and make data-driven decisions.
Nice to have
- Strong understanding of pharmacy operations, order management, and healthcare regulations a plus.
Our Product
How Do We Measure Success?
- Attendance
- Job Knowledge & Quality of Work
- Communication & Collaboration
- Initiative & Problem-Solving