Patient Services Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

The Patient Services Manager leads the operational performance and employee experience of the Patient Services department. This role is accountable for service delivery, workforce execution, quality, coaching, escalation management, and process consistency. The Manager develops frontline leaders, partners across the organization, and translates business priorities into clear operating plans that support patients, members, pharmacies, clients, and employees.

• Lead day to day Patient Services operations, including staffing, queue performance, service levels, quality, productivity, schedule coverage, member experience, and escalation management.
• Directly manage and develop Supervisors and other assigned leaders and agents through goal setting, coaching, ongoing and consistent feedback, recognition, and development planning.
• Establish clear team priorities and reinforce consistent expectations for service, documentation, compliance, attendance, and operational execution.
• Monitor and analyze operational reports, performance guarantees, department KPIs, quality findings, customer themes, and workflow barriers to identify trends and implement corrective or preventive actions.
• Oversee onboarding, training, cross-training, and knowledge-management practices in partnership with Training, Quality, Clinical, and related teams.
• Partner with Client Services, Clinical, Pharmacy Operations, Technology, Human Resources, and other stakeholders to resolve issues and improve the end-to-end service experience.
• Ensure escalated patient, member, pharmacy, and client concerns are addressed promptly, appropriately documented, and used as learning opportunities.
• Participate in workforce planning, schedule design, hiring, employee relations, performance management, and succession planning for the department.
• Lead process-improvement initiatives that strengthen efficiency, employee usability, quality, and customer outcomes.
• Prepare and communicate operational updates, risks, recommendations, and action plans to department leadership.
• Participate in after-hours leadership coverage and support business continuity needs.
• Perform other duties as assigned.

• Bachelor's degree in business, healthcare administration, pharmacy operations, or a related field preferred; equivalent relevant experience may be considered.
• Minimum of 5 years of progressive experience in customer service, call center, pharmacy, PBM, or healthcare operations, including at least 2 years of people-leadership experience.
• Demonstrated experience managing operational metrics, service levels, quality results, escalations, and employee performance.
• Experience developing frontline leaders and building consistent coaching and accountability practices.
• Strong analytical, communication, change-management, decision-making, and cross-functional partnership skills.
• Ability to manage multiple priorities in a fast-paced environment while maintaining a high standard of patient and employee support.
• Proficiency in Microsoft Outlook, Excel, Word, and Teams; experience with contact-center, ticketing, CRM, or workforce-management systems preferred.
• Ability to work outside standard business hours and participate in leadership coverage as needed.
• Experience managing operations through call center phone systems and related applications, including queue configuration, call routing, reporting, call recording, workforce coordination, and service-level monitoring.
• Pharmacy Technician certification preferred, or willingness and ability to obtain certification within the first six months of employment in this role.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is a largely sedentary role; however, some standing, walking, bending, and reaching may be required. Regularly operates in an office or home office setting which involves utilizing a computer, mouse, keyboard, and occasionally operates other standard office equipment, such as printer, copier, phone. Travel may be required by either car or airplane, or a combination of multiple modes of transportation.

Lucy Rx is an independent, next-generation pharmacy benefits manager (PBM) transforming how healthcare works. We're…