Call Center Manager

About Neovance

Neovance is dedicated to revolutionizing patient experiences by enhancing outcomes through compassion, innovation, and operational excellence. With over three decades collaborating with the biopharmaceutical sector, the company provides agile, technology-driven patient access solutions to support therapy initiation and adherence.

Neovance's expertise includes HUB services, patient assistance programs, field reimbursement, nursing, and non-commercial pharmacy services, all aimed at eliminating barriers to care and ensuring timely delivery of therapies.

Guided by the values of Agility, Integrity, Tenacity, Unity, and Quality, the Neovance team strives to optimize access, improve adherence, and make a meaningful difference to patients one at a time.

The Role

The Call Center Manager (Manager, Business Operations) leads and nurtures a specialty pharmacy call center team, ensuring excellence in patient care, operational efficiency, and compliance. Responsibilities include managing daily operations such as scheduling, quality assurance, and continuous process enhancement in a dynamic remote environment where leadership impacts patient outcomes directly.

Responsibilities

• Recruit, train, and maintain a high-performing remote call center team, conduct regular performance assessments, provide guidance, and cultivate a team culture focused on empathy, accuracy, and patient advocacy.
• Manage daily call center activities including scheduling, workforce management, and monitoring queues to maintain proper coverage and meet service standards.
• Handle inbound and outbound calls concerning prescription intake, refill coordination, shipment scheduling, prior authorizations, and enrollment in patient assistance programs.
• Set and track key performance indicators such as average handling time, first call resolution, abandonment rate, patient satisfaction, and adherence rates.
• Ensure compliance with HIPAA, pharmacy board regulations, organizational policies, and client guidelines; collaborate with quality control for call evaluations and feedback.
• Act as an escalation point for complex patient or prescriber issues, ensuring timely resolution and maintaining documentation and data accuracy in pharmacy systems.
• Analyze operational data to identify trends and improvement areas; work with pharmacy operations, clinical teams, billing, and account management to drive continuous enhancements.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business, Communications, or relevant field; equivalent education and experience combinations are acceptable.
• Pharmacy Technician certification (CPhT) or willingness to obtain certification for Florida and Tennessee.
• Three to five years of call center management experience, including a minimum of two years in specialty pharmacy, healthcare, PBM, or hub services.
• Demonstrated success leading distributed remote call center teams encompassing hiring, performance management, and team development.
• Familiarity with specialty pharmacy processes such as prior authorizations, patient assistance programs, and REMS coordination.
• Deep understanding of HIPAA and healthcare compliance regulations.
• Strong leadership skills in high-volume, fast-paced settings; proficiency with pharmacy management systems and workforce management software.

Preferred Skills

• Experience overseeing specialty therapies including oncology, rare diseases, immunology, or infusion services.
• Knowledge of hub services, manufacturer copay programs, and direct-to-patient service models.
• Background in process improvement methodologies like Six Sigma or Lean.

Compensation & Benefits

The salary for this full-time exempt role is competitive and reflective of experience, location, skills, credentials, and market benchmarks.

• Medical, dental, and vision insurance coverage
• Life insurance
• Short- and long-term disability plans
• 401(k) plan including 5% company match with immediate vesting
• Paid time off (PTO)
• Annual performance bonuses
• Support for continuing education and professional development
• Access to an Employee Assistance Program (EAP)

Additional Information

Neovance exclusively conducts hiring via verified official channels and does not offer positions solely through email communication. Candidates should be cautious of fraudulent hiring messages, especially those promising high pay, requesting personal information prematurely, or offering jobs without interviews. Job openings are listed on Neovance’s official career page.