Manage team of MCC associates to promote a working team environment and ensure best practices are shared. Works to develop employees¿ skills, evaluates performance and provides feedback. Oversees resolution of employee relations issues. Conducts hiring, training and evaluation of staff. Ensures challenging conversion goals are met.
Provides on-going coaching to each MCC associate on their team concerning quality, reliability, accountability, conversion and productivity. Responsible for achievement of service levels and performance guarantees.
Works with MCC Senior Manager to develop strategic business work plan goals. Tracks and periodically reports progress to senior management.
Assists in development of MCC programs and process improvements to enhance the level of internal and external customer service provided.
Serves as a point of escalation for issues and calls requiring a higher degree of expertise or direction to resolve customer issues and ensure a timely resolution. Backs up platform team. May perform any of the MCC Specialist duties when needed.
¿ High school diploma or equivalent, college degree preferred
¿ Three to Five years of experience in a customer service setting, preferably including 1 year in an ESI call center environment. Experience managing outbound call campaigns.
¿ Previous supervisory or lead experience very helpful
¿ Demonstrated leadership skills including ability to effectively develop and assist team members
¿ Experience training and coaching less experienced staff- patience to explain details and processes repeatedly
¿ Excellent oral and written communication skills
¿ Demonstrated ability to handle challenging customers in a professional manner
¿ Ability to adapt in a dynamic work environment and make independent decisions
¿ Advanced problem solving skills and the ability to work collaboratively with others to resolve complex issue with innovative solutions
¿ General PC knowledge including Microsoft, Internet , and email
¿ Technical expertise of ESI¿s call center systems and platforms very helpful
¿ Willingness to work a flexible schedule for peak call times
¿ Knowledge of PBM industry/Managed care industry preferred
Express Scripts is an Equal Employment Opportunity employer and does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, national origin, nationality, ancestry, age, disability or status as a disabled veteran or veteran of the Vietnam era, pregnancy, affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.
None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics.
Applicants must be able to pass a drug test and background investigation and, depending on position requirements, a Department of Defense background investigation. AA/EOE.
Express Scripts - 2 years ago
Express Scripts is a Fortune 25 company and is the largest pharmacy benefit manager in the U.S.