Evernow is reinventing healthcare delivery to improve women’s lives. More than 55 million women in the U.S. are experiencing menopause symptoms, but 75% of those who seek care don’t get it. We’re building Evernow to close this gap while elevating care. We have been featured in The New York Times, Wall Street Journal, Forbes & more. We have raised $28.5M from NEA, and are backed by great investors including Gwyneth Paltrow, Drew Barrymore & others. Come join us on our journey to transform menopause care at scale!
About The Role
The Customer Care and Pharmacy Operations Manager leads the team responsible for all non-clinical, personalized patient communication. They develop and implement new processes and tailored messages so Customer Care consistently provides world class service to all existing and potential members. The Customer Care and Pharmacy Operations Manager also ensures patients receive all medications on time by managing relationships with Evernow’s delivery pharmacies and managing the completion of all prior authorizations and paperwork for insurance. As an operational leader, the Customer Care and Pharmacy Operations Manager has experience growing a team and consistently meeting quality and efficiency metrics.
Key Responsibilities
Lead Customer Care Team
- Continuously develop, implement, and scale systems and processes resulting in ongoing, best in class customer care
- Hire, train, and manage team of customer care representatives
- Troubleshoot team member and patient escalations and concerns
- Create and manage scalable systems with tools such as Zendesk, Dialpad, and Dosespot
Manage Pharmacy Pharmacy Relationships and Outcomes
- Lead relationship with Evernow delivery pharmacies in setting up new medications and ensuring all medications are ordered, shipped, and received within service level agreements
- Develop, implement, and scale processes for addressing prior authorizations and other local pharmacy and insurance communications so patients receive medications on time
- Managing relationships with multiple pharmacies and insurance companies to prevent medication fill issues
Preferred Qualifications
- Experience managing and growing a team of customer care representatives who provide an exceptional brand experience
- Demonstrated success working cross-functionally with internal teams and external stakeholders
- Strong verbal and written communication skills and process orientation to proactively identify operations gaps and swiftly build efficient solutions
- Experience and passion for people development to grow and nurture teams for success
- Thrives in an entrepreneurial environment; comfortable with ambiguity and confident in making decisions with a passion for challenging the status quo in healthcare
- Ability to manage multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
How To Apply
Please complete this application and select “Customer Care and Pharmacy Operations Manager”
Complete the application
