Director, Pharmacy Contact Center

ABOUT THE ROLE:

We are seeking a Contact Center Director with Pharmacy Benefit Management, Health Plan, or similar experience to lead our contact center operations. The successful candidate will be responsible for ensuring the smooth and efficient operation of our contact center, with a focus on delivering exceptional customer service to our members through inbound and outbound phone calls, chats, emails, and other communication channels. The role will also be responsible for ensuring all SLAs are met, monitoring trends within operating metrics, and advancing our industry-leading NPS performance through strategic initiatives. Additionally, the Director will be responsible for the leadership of the Contact Center team including performance management, coaching, and development.

WHAT YOU’LL DO:

• Manage the day-to-day operations of the contact center, ensuring all SLAs are met

• Monitor trends within operating metrics

• Identify tools, technology, and physical space requirements for both in-office and remote representatives, adhering to all healthcare privacy regulations and industry best practices

• Establish and monitor department KPIs, create goals for contact center representatives and supervisors, and implement methods to provide ongoing feedback and coaching for our representatives

• Collaborate with operational and clinical leadership across the organization to implement strategies to increase member engagement and improve member satisfaction

• Design and run quality assurance and training programs for representatives to ensure they are equipped with the knowledge and skills needed to provide exceptional customer service

• Scale operations to support rapid growth and develop strategies to support peak or high-volume time periods

• Manage staffing levels, including recruitment, retention, and scheduling, to meet business needs

• Maintain and advance our industry-leading Net Promoter Score (NPS) through initiatives to improve customer satisfaction

• Foster a culture of empathy and respect in all interactions with customers and co-workers

• Create an internal work environment that prioritizes continuous improvement, innovation, and employee engagement

 WHO YOU ARE:

• At least 10-12 years of experience in contact center leadership
• Experience in Pharmacy Benefit Management, Health Plan, or similar industry
• Strong leadership and management skills
• Experience in scaling operations to support rapid growth
• Strong understanding of healthcare privacy regulations and industry best practices
• Proven track record of developing and implementing quality assurance and training programs
• Excellent communication and interpersonal skills
• Ability to work well under pressure and in a fast-paced environment
• The role may be required to be available for work holidays or weekends during our peak season or during client launches.

BASE SALARY: $160K

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 a healthcare company looking to improve healthcare outcomes for everyone, everywhere. With that in mind, we have to consider what is good for the health of our team, the company, and the communities we operate in. As such, Rightway has determined a mandatory COVID-19 vaccination policy for all employees, in combination with other safety precautions, is the best way forward.

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.