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WellDyne
WellDyne
501 – 1,000 Employees
HealthcareHealthcare InsurancePharmaceuticals
WellDyne is a healthcare and pharmaceutical services company specializing in pharmacy benefit management and specialty pharmacy. Its offerings include prescription discount programs, utilization management, mail-order and central-fill pharmacy operations, and outsourced pharmacy services. WellDyne combines clinical programs, adherence support, data analytics, and personalized member engagement to help address medication costs and treatment outcomes, with particular expertise in high-cost specialty medicines. The company serves as an alternative to traditional PBM models through flexible plan design, dedicated account management, and sector-focused clinical capabilities.
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Specialty Pharmacy Customer Care Manager (Hybrid, United States)

Lead specialty pharmacy customer care operations, supervisors, contact center performance, and patient experience. Oversee compliance, reporting, escalations, and continuous improvement across a hybrid United States role.

USUnited StatesFLFloridaHybridFull-timeMiddleSeniorEnglish RequiredCustomer Support

Description

  • Manage the customer experience for specialty pharmacy services
  • Lead Specialty Customer Care Supervisors and promote consistent service across every communication channel
  • Partner closely with Specialty Pharmacy Operations and Client Services
  • Make operational decisions, oversee performance, and advance continuous improvement programs
  • Direct teams toward accurate, consistent, and high-quality customer care delivery
  • Coach and develop leaders while building accountability and service excellence
  • Manage specialty contact center operations alongside Work Force Optimization
  • Monitor service levels, quality standards, and performance measures to ensure targets are achieved
  • Work with the specialty pharmacy pharmacist-in-charge to support pharmacy objectives
  • Coordinate with employees, providers, patients, and vendors to improve access to therapy
  • Assess workflows, apply best practices, shorten wait times, and support better patient outcomes
  • Compile, evaluate, and present program metrics to senior leadership
  • Maintain compliance with HIPAA, accreditation requirements, and company policies
  • Resolve escalated issues involving patients, providers, clients, and operations
  • Support recruitment, onboarding, training, performance reviews, and succession planning
  • Direct quality improvement efforts and corrective action plans
  • Promote accountability, professionalism, ongoing improvement, and patient-focused care
  • Handle additional responsibilities as assigned

Requirements

  • A high school diploma is required
  • At least three years of experience leading teams in healthcare or a service-focused environment
  • Experience working with cross-functional partners such as Implementation, Client Services, and WFO
  • Strong knowledge of pharmacy operations
  • Proven ability to lead teams and develop employees
  • Knowledge of healthcare regulations, HIPAA, and accreditation requirements
  • Excellent written and verbal communication skills
  • Strong analytical, reporting, and problem-solving capabilities
  • Experience using healthcare technology, CRM platforms, and reporting tools
  • Ability to balance competing priorities in a fast-paced setting
  • Advanced proficiency with Microsoft Office, especially Excel and PowerPoint
  • Ability to influence cross-functional partners and lead organizational change
  • Availability to work flexible hours when needed in a 24/7 environment
  • Ability to spend most of the workday seated while using a computer and phone headset
  • Sufficient hand-eye coordination and manual dexterity to operate standard office equipment during extended sitting
  • Ability to handle occasional high-pressure situations involving customers or clients

Benefits

  • WellDyne provides equal employment opportunity and prohibits discrimination
  • Occasional travel may be required

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