The posting
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.
Responsible for leading, training, and motivating a team of customer service representatives to ensure the delivery of exceptional service experience. Oversee day-to-day operations, including monitoring calls, auditing communications, and ensuring adherence to company procedures and quality standards. Plays a key role in coaching team members, handling escalated calls, and driving continuous improvement across multiple locations.
Role And Responsibilities
- Manage quality assurance and call audit activities across multiple locations and lines of business, including omni channel.
- Lead efforts to build a cohesive, customer-focused team culture that delivers a positive customer experience
- Oversee workload and scheduling to meet service volume goals.
- Train and coach team members to maintain high customer service standards.
- Monitor performance metrics and implement process improvements across assigned lines of business.
- Address and resolve escalated customer issues.
- Train all new hires on systems, procedures, and service expectations and internal processes
- Perform additional duties as assigned.
Qualifications And Education Requirements
- Bachelor’s degree in health administration, business, or related field preferred, or equivalent work experience in lieu of degree
- Licensed or certified Pharmacy Technician, or ability to obtain licensure/certification within 6 months of hire into the position.
- Proficient in Microsoft Office (outlook, excel, word, and teams)
- Excellent verbal and written communication skills
- Excellent organizational and leadership skills with problem-solving ability
- Ability to influence and persuade to achieve desired outcomes
- Ability to exercise prudent judgement, maintain confidentiality, and act in a diplomatic manner
- A well-organized and self-directed individual who is able to work with minimal amount of supervision
- Excellent follow-up and follow-through skills.
- Experience with telephony systems, CRM platforms and workforce management tools
Preferences
- Experience in the Pharmacy Benefit Management (PBM) industry.
- Experience with Omni Channels across multiple locations, preferably in a role leading a team
- Working knowledge of PBM operations including claims processing and medication use.
- Familiarity with HIPAA regulations.
Physical Requirements
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.
What We Do LucyRx is an independent, next-generation pharmacy benefits manager (PBM) transforming how healthcare works. We’re fixing what’s broken in the PBM industry by putting people first and challenging outdated norms. For too long, traditional PBMs have prioritized profit over patients, and we believe that’s just plain wrong.
LucyRx offers bold, innovative solutions powered by LucyIQ, our proprietary AI platform, to deliver actionable insights that lower costs, improve care, and simplify prescription management.
While we’re new to the PBM space, LucyRx is built on decades of leadership experience and a commitment to meaningful change. We’re a nimble, remote-first team with a bold mission to redefine pharmacy benefits—and we’re just getting started.
What It’s Like to Work at LucyRx At LucyRx, we’re a fast-moving team dedicated to making healthcare simpler, fairer, and more effective. Joining us means being part of a dynamic, mission-driven group that works collaboratively to challenge outdated industry practices and redefine what’s possible in pharmacy benefits.
We value accountability, innovation, and a relentless focus on making an impact. Here, you’ll find a supportive culture that encourages you to bring your whole self to work, share bold ideas, and grow alongside smart, driven colleagues who are passionate about fixing the PBM industry. If you’re ready to roll up your sleeves and make a real difference, we’d love to have you on our team.
