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Care Director
2 months ago
Optime Care seeks a Care Director for our Earth City, MO location. We are looking for a people leader who is passionate about managing a team that helps people get the specialized therapies they need. This critical role will lead a team of Care Coordinators and Pharmacists responsible for providing information and specialty therapies for our patient’s care.
What the position will be doing
- Drive the daily performance of a team of Care Coordinators and Pharmacists who are responsible for therapy delivery and patient interaction.
- Own and be accountable for the total customer experience, employee relations of the team, core business metric targets/contributing factors, and the organization’s policies and procedures.
- Oversee the team`s annual goal-setting process, performance evaluations, and performance improvement plans.
- Function as the key liaison and point of contact with assigned clients.
- Proactively address operational concerns, identify areas of opportunity, and assist with implementing improvement plans.
- Motivates the team to peak performance through positive coaching, constructive feedback, and incentives.
- Ensures team members’ compliance with policies and procedures.
- Collect and provide timely, productive, and measurable feedback to ensure recognition, process changes, and development opportunities of staff are maximized.
- Determine staffing requirements and interview, hire, and onboard new employees.
- Direct and coordinate businesses' activities with other functional areas, including IT, Finance, Quality, Regulatory, and HR.
- Actively participate in process/project conversations, emails, and activities that will improve effectiveness, the customer experience, agents, leadership, brands, or partner departments.
- Perform other related duties as assigned or as necessary; remain flexible and adaptable in work schedules and work assignments as defined by departmental and organizational needs.
Necessary Skills, Education & Abilities
- High School diploma, or equivalent, required. College degree, or equivalent, preferred.
- Minimum of 3 years of supervisory or management experience in a call center/ virtual customer service environment.
- Previous experience in a healthcare or pharmaceutical call center environment is helpful.
- Knowledge of medical/pharmacy insurance benefit language- i.e., EOBs, deductibles, out-of-pocket, co-insurance, co-pays, etc.
- Ability to thrive in a fast-paced environment with constantly changing priorities.
- Excellent analytical skills and the ability to provide solutions to complex problems.
- Ability to be highly transparent, ethical, and driven. Relentless attention to detail and the ability to be a creative self-starter and team player.
- Excellent written and verbal communication skills and interpersonal skills are required.
- Ability to communicate with all organizational levels and clients, customers, and vendors.
- Ability to think and act independently, formulate and support new ideas, and champion new initiatives within and beyond the scope of own responsibilities.
- Ability to ensure tasks are appropriately delegated and completed to standards by monitoring performance and holding staff accountable.
- Ability to organize resources, personnel, and actions to successfully complete programs and tasks.
- Ability to provide direction and motivation and set an example through open communication and modeling best practices.
- Proficient in Microsoft Office Suite, specifically Excel, Word, PowerPoint, and Outlook
About us
Optime Care is a Specialty Pharmacy dedicated to providing services to smaller patient communities. We focus on securing insurance coverage, coordinating care, and complying with therapy regimens are only a few examples. Our mission is to minimize the daily impact of living with unique disorders. After just one call, our experts begin to address everything from medication delivery and insurance reimbursement to compliance and education. Every patient receives a proactive service experience tailored to their specific needs.
Optime Care provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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