Job Description
Job Description
Who We Are:
EmpiRx Health is the leading clinically-driven pharmacy benefits management company. As the pioneer in value-based pharmacy care, EmpiRx Health puts its customers and members first by enabling them to take control of their pharmacy benefits, healthcare outcomes, and financial results.
What We Do:
We place more emphasis on member care than any other PBM by focusing on health outcomes first. Our pharmacists and clinicians are at the center of everything we do―and our population health solution delivers tailored strategies for our clients.
Leveraging our newly launched, AI-powered pharmacy care platform, Clinically™, EmpiRx Health’s pharmacists and client management teams provide the highest quality pharmacy care to our clients and their members. This enables benefits plan sponsors to keep their members healthy, happy, and productive, while substantially reducing prescription drug spending, which has been on an explosive growth trajectory in recent years.
Who We're Looking For:
EmpiRx Health is in unprecedented growth, and we're seeking a highly skilled and experienced Member Care Advocate Manager. In this critical role, you will play a pivotal leadership role in ensuring the MCA team delivers top-tier, compassionate support to members. You will oversee daily operations, track and analyze performance metrics, and drive strategic initiatives to enhance team efficiency and service excellence. With a strong focus on service quality, process optimization, and staff development, the MCA Manager ensures that both members and team members feel heard, supported, and cared for.
What You'll Do:
As a Member Care Advocate Manager, your role will encompass a wide range of responsibilities; here are a few:
Leadership & Team Development
- Lead and support the MCA team consistently deliver white-glove service with empathy and efficiency.
- Manage day-to-day operations and staff scheduling, ensuring timely handling of member caseloads.
- Serve as the primary point of contact for Clinical Concierge Services leadership.
- Support recruitment efforts by participating in interviews and onboarding of new hires.
Monitoring & Operational Guidance
- Ensure adherence to Standard Operating Procedures and daily protocols (e.g., escalations, case management).
- Manage team allocation to ensure appropriate assignments.
- Oversee staff performance using internal tools and external platforms.
- Review call quality and use examples for constructive feedback and training purposes.
- Provide a higher level of escalation support to our members.
Reporting & KPI Oversight
- Analyze team metrics and pull performance reports to ensure KPIs are consistently met.
- Monitor workload capacity and identify opportunities for improved efficiency.
- Curate and report exceptional service examples to showcase team impact to leadership.
Strategy & Continuous Improvement
- Develop and implement process enhancements to increase team productivity and service quality.
- Innovate new training modules for onboarding and ongoing staff development.
- Contribute to evolving technical aspects like systems, tools and quality assurance.
- Propose improvements to performance metrics, reporting, and overall strategy.
Cross-Functional Collaboration
- Partner with internal departments to uphold EmpiRx’s white-glove standard across client interactions.
- Provide support to the team when required.
What You Need:
Education:
- BS (Bachelor’s)
Experience:
- Minimum 3 years of people management
- Minimum 2 years of PBM or 5 years in healthcare related field
Other:
- Demonstrated excellence in delivering high-quality customer service
- Outstanding communication, coaching, and interpersonal abilities
- Proven analytical and problem-solving skills
- Proficiency in Microsoft Office Suite, with advanced expertise in Excel
- Skilled at managing multiple priorities in a dynamic, fast-paced setting
- CPhT, preferred
Why Join Us:
- EmpiRx Health is on an extraordinary journey where excellence meets innovation.
- We are a collaborative team that encourages groundbreaking ideas, values open dialogue, and prioritizes continuous improvement.
- You will be part of a dynamic team where success is a shared celebration, collaboration fuels progress, and we redefine healthcare together.
- We offer a generous and competitive benefits package.
EmpiRx Health is an Equal Opportunity Employer
EmpiRx Health is an equal opportunity employer. We are committed to creating a diverse and inclusive environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
All employment decisions are based on business needs, job requirements, and individual qualifications. We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills and potential. EmpiRx Health celebrates diversity and is committed to creating an inclusive environment for all employees.
Your career at EmpiRx Health awaits – join us in shaping the future of excellence in healthcare.