Manager, Call Center Operations

Description Manager, Call Center Operations Mosaic Pharmacy Service Fully Remote (US) • Patient Enrollment and Contact Center Company Overview Over the next ten years, there will be at least 4.6 million hospitalizations from the misuse of prescription drugs in people 65 or older, resulting in $528 billion in annual avoidable costs. RxAnte is on a mission to improve people's health by helping them get more from medicines. A rapidly growing, tech-enabled healthcare services company with over 30 million lives under management, RxAnte has become a leading provider of value-based pharmacy care management solutions for health plans. RxAnte launched Mosaic Pharmacy Service in 2019, a wholly owned subsidiary designed to offer pharmacy and chronic care management services for our clients' most medically complex and vulnerable members. Using data, advanced analytics, specialized software, and pharmacy automation, Mosaic is transforming the pharmacy experience for medically complex seniors while also helping payers achieve their quality improvement and cost savings objectives. How You'll Make a Difference In this role, you will lead the team that serves as Mosaic's front door for medically complex seniors and their families, ensuring every interaction reflects the quality, compassion, and operational excellence our patients deserve. Your work directly supports underserved seniors across the country, helping more of them get connected to the kind of pharmacy care that keeps them safer, healthier, and more independent at home. What You'll Do Oversee inbound and outbound call center operations across phone, digital, and chat channels. Lead, coach, and develop Team Leads, setting clear performance expectations aligned to KPIs and enrollment goals. Monitor call center performance against quality, productivity, and patient-experience metrics, and implement improvement plans where needed. Manage staffing, queues, and coverage planning to ensure consistent, compliant service levels. Serve as the escalation point for complex patient or staff issues. Partner with Quality, Training, Enrollment, and Pharmacy Operations to deliver an integrated patient experience. Support hiring, onboarding, and ongoing training activities for the team. Drive continuous improvement initiatives across workflows, tools, and processes. Prepare and present performance reports to leadership. Compensation The expected salary range for this position is $90k - $100k. This role is eligible for a 10% annual performance-based bonus. Actual compensation within the range is determined by factors including experience, skills, and internal equity. Benefits RxAnte offers a comprehensive benefits package designed to support your health, financial security, and work-life balance. Highlights include: Medical, dental, and vision coverage with prescription benefits, with RxAnte paying 100% of the employee-only premium A Health Savings Account with company contributions A 401(k) retirement plan with an employer match Company-paid life, long-term disability, and accidental death and dismemberment insurance, with voluntary short-term disability available An Employee Assistance Program and a benefits Customer Advocate service Paid time off and paid company holidays Company-provided laptop and phone to support remote work Support for professional development and training Equal Employment Opportunity RxAnte, and subsidiary of Mosaic Pharmacy Service, are equal opportunity employers. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local law. Recruitment Fraud Notice All legitimate RxAnte and Mosaic Pharmacy Service job opportunities are posted on our official careers page, and our recruiters will only contact you from official company email addresses. We will never ask candidates for payment, banking information, or personal financial details at any stage of the recruitment process. Offers of employment are always issued through our formal HR process, never via messaging apps. Requirements What We're Looking For Required 3 or more years of progressive call center leadership experience, including leading Team Leads or supervisors. Strong understanding of call center KPIs, workforce management, and operational metrics. Excellent communication and leadership skills, with proven ability to develop and motivate frontline supervisors. Demonstrated ability to operate independently, addressing situations head on with sound judgment and discernment about when to escalate or ask for help. Dedicated, distraction free home working environment. Ability to support occasional evening and weekend coverage as business needs require. May on occasion need to travel to Sterling, Virginia for team members and leadership presence. Will report to the VP, Member Engagement Must be authorized to work in the U.S. without company-sponsored visa sponsorship. Preferred Healthcare, pharmacy, or insurance call center experience. Experience leading a remote-first or hybrid call center team. Conditions of Employment All offers of employment are contingent upon the successful completion of a comprehensive background check and pre-employment drug screening.