Contact Center Manager

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together. This is a hybrid position in Orange, CA, candidates must be local. Job Responsibilities Supervise Pharmacy Technician Leads and pharmacy technicians to ensure timely and accurate completion of work supporting pharmacy operations in a call center environment. Monitor team performance and provide coaching, feedback, and development opportunities. Conduct performance evaluations and support corrective action processes as needed. Translate strategic goals into actionable workflows for the technician team. Foster a culture of accountability and continuous learning through coaching, mentoring, and performance feedback. Collaborate with the Sr. Manager, Pharmacy Technicians to implement workflow improvements and operational policies. Ensure compliance with departmental procedures and regulatory requirements. Support audit readiness and ensure technician documentation meets internal standards. Assist in resolving issues related to claims processing, member/provider correspondence, and PBM interactions. Work cross-functionally to enhance workflows and improve pharmacy quality outcomes, Star performance, and member satisfaction. Support various pharmacy programs and campaign activities. Participate in departmental meetings and contribute to quality improvement initiatives. Participate in PBM oversight meetings and quality control monitoring. Other duties and projects not listed above Supervisory Responsibilities Oversees assigned staff. Responsibilities include recruiting, selecting, orienting, and training employees; assigning workload; planning, monitoring, and appraising job results; and coaching, counseling, and performance management. Job Requirements This is a Hybrid role; our managers are onsite 2-3 times per week. Experience Required: 5-6 years Call Center Management experience. Preferred: Experience in managed care, Medicare Part D, or pharmacy quality programs. Education Required: High school diploma or equivalent required Preferred: Associate or Bachelor’s degree in healthcare, business, or related field Specialized Skills Required: Strong leadership and team management skills. Excellent communication and interpersonal abilities. Proficient in workflow coordination, performance monitoring, and coaching. Proficient in Microsoft Office Suite and pharmacy systems (e.g., claims platforms, CRM tools). Essential Physical Functions While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Pay Range: $58,531.00 - $87,797.00 Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc. Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation. #J-18808-Ljbffr