NH
Manager, Contact Center - Archimedes
full-time•Brentwood
About this role
Company
ArchimedesAbout Us
Archimedes - Transforming the Specialty Drug Benefit - Archimedes is the industry leader in specialty drug management solutions. Founded with the goal of transforming the PBM industry to provide the necessary ingredients for the sustainability of the prescription drug benefit – alignment, value and transparency – Archimedes achieves superior results for clients by eliminating tightly held PBM conflicts of interest including drug spread, rebate retention and pharmacy ownership and delivering the most rigorous clinical management at the lowest net cost. .______________________________________________________________________________________________________________________________________________________________________________________________________. Current associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities.Pay Range
USD $0.00 - USD $0.00 /Yr.STAR Bonus % (At Risk Maximum)
0.00 - IneligibleWork Schedule Description (e.g. M-F 8am to 5pm)
Our Core Business HoursOverview
The Manager, Contact Center is responsible for overseeing the daily operations of the contact center, ensuring a high level of customer satisfaction, team performance, and service quality. This role leads a team of supervisors, team leads, and member service representatives, driving performance through effective coaching, workforce planning, process improvement, and customer-centric leadership.
Responsibilities
Job Responsibilities:
- Manage contact center operations to ensure consistent delivery of high-quality service to members, pharmacies, and doctor’s offices via phone and email.
- Oversee scheduling to meet service level agreements and business goals.
- Oversee and improve support process and procedures, ensuring timely and accurate responses to member, pharmacy, and doctor’s office inquiries.
- Coach, mentor, and develop team leads and frontline representatives to foster engagement, growth, and performance improvement.
- Oversee performance management including call center metrics, call quality, customer satisfaction.
- Create action plans when performance goals are not met.
- Handle complex or escalated customer issues when necessary, ensuring timely resolution.
- Participate in, adhere to, and support compliance, people and culture, and learning programs.
- Perform other duties as assigned.
Qualifications
Essential Background Requirements:
- Education: Bachelor’s degree or equivalent work experience required.
- Experience:
- 3 years of experience delivering excellent service in a healthcare or pharmaceutical environment (excluding home healthcare) required.
- 4+ years of Call Center experience required.
- Direct people supervision and/or management preferred.
Location : Address
5250 Virginia Way Ste 300Location : City
BrentwoodLocation : State/Province
TNLocation : Postal Code
37027Location : Country
USWhat you'll do
- The Manager, Contact Center oversees daily operations to ensure high customer satisfaction and service quality. This role includes managing a team, improving processes, and handling escalated customer issues.
About Navitus Health Solutions, LLC
Navitus Health Solutions is a pioneering pharmacy solutions provider, having launched one of the first transparent PBMs over 20 years ago. Unlike traditional PBMs that profit from opaque pricing, Navitus passes 100% of negotiated rebates and discounts directly to health plans and plan sponsors. Its clinical model is built to manage spend from the start, making key decisions that support member health while lowering costs. This in turn drives both immediate value and long-term savings, by managing trend over time.
Navitus Health Solutions delivers a range of services through portfolio brands including Navitus, Lumicera and Archimedes. Owned by SSM Health and Costco Wholesale Corporation, the company serves over 18 million members across 800 clients, including public and private sector employers, unions, health plans and health systems. For more information, please visit www.navitus.com.
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Frequently Asked Questions
What does a Manager, Contact Center - Archimedes do at Navitus Health Solutions, LLC?
As a Manager, Contact Center - Archimedes at Navitus Health Solutions, LLC, you will: the Manager, Contact Center oversees daily operations to ensure high customer satisfaction and service quality. This role includes managing a team, improving processes, and handling escalated customer issues..
Is the Manager, Contact Center - Archimedes position at Navitus Health Solutions, LLC remote?
The Manager, Contact Center - Archimedes position at Navitus Health Solutions, LLC is based in Brentwood, Tennessee, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Manager, Contact Center - Archimedes position at Navitus Health Solutions, LLC?
You can apply for the Manager, Contact Center - Archimedes position at Navitus Health Solutions, LLCdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.