Manager, Patient Services (Call Center - Pharmacy)

Location: Remote-TX; availability required during CST business hours, Monday–Friday, with schedule flexibility for call center coverage, escalations, peak periods, and occasional after-hours operational needs.

Salary: $70,100–$126,200 per year.

Company

hirify.global provides healthcare services focused on connecting people with accessible care and improving health outcomes.

What you will do

• Manage daily workflow and operations for a specialty pharmacy patient services call center with approximately 3–8 direct reports and indirect leadership of front-line staff.
• Monitor service levels, call volume, staffing, productivity, quality, customer experience, operational risks, and compliance with established standards.
• Forecast call volume, determine staffing needs, and maintain performance and productivity reporting.
• Coach supervisors on performance management and employee development, including hiring, training, work assignment, and staff performance.
• Research and resolve complex patient, provider, member, and internal escalations in partnership with cross-functional teams.
• Develop policies, procedures, customer service initiatives, operational objectives, and improvements, and assist with major operational projects.

Requirements

• Bachelor’s degree in a related field or equivalent experience.
• At least 5 years of pharmacy or healthcare customer service or call center experience.
• Experience leading a functional area, managing cross-functional teams on large-scale projects, or supervising staff.
• Experience hiring, training, assigning work, and managing employee performance.
• High-volume pharmacy call center experience is highly preferred; specialty pharmacy, healthcare patient services, or another regulated contact center background is strongly preferred.
• Strong analytical, problem-solving, communication, workforce planning, process improvement, change management, compliance, and quality management skills.

Culture & Benefits

• Full-time employment with a flexible approach to remote, hybrid, field, or office schedules.
• Health insurance, 401(k), stock purchase plans, tuition reimbursement, paid time off, and holidays.
• Work focused on improving healthcare access and supporting patients, families, and communities.
• Equal opportunity employment and consideration under applicable fair-chance hiring laws.