About this position
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 Director of Clinical Concierge Services. In this critical role, you will ensure guiding multiple managers in effectively leading their teams. This role involves setting strategic objectives focused on patient experience, service excellence, and innovation. The director ensures that managerial efforts align with broader company initiatives while balancing resources between day-to-day operations and forward-looking innovation.
If you are a highly motivated Director of Clinical Concierge Services with a strong background in customer service & care, and you are passionate about making a meaningful impact in the healthcare industry, we encourage you to apply.
What You'll Do:
As a Director of Clinical Concierge Services, your role will encompass a wide range of responsibilities; here are a few:
Leadership
- Serve as the VP of Clinical Concierge Services point person to ensure the team is delivering on assigned responsibilities
- Champion a culture of service excellence and empathy for our members.
- Develop & mentor the MCA and Escalation Managers, fostering leadership at all levels.
- Promote a culture of accountability, collaboration, and professional growth.
- Support staff well-being and retention through recognition, training and clear career pathways.
- Lead change initiatives that enhance patient experience and streamline workflows.
Monitoring & Guidance
- Drive efficiency in daily operations while maintaining high standards of care and service.
- Monitor performance metrics and implement data-driven improvements.
- Ensure compliance with regulatory standards and internal protocols.
- Assist with escalations that cannot be handled by the managers.
- Monitor and ensure managing teams workload capacity and teams’ performance is meeting organizational KPI’s.
Tools & Reporting
- Utilize EmpiRx Health internal tools for team oversight and monitoring.
- Utilize third party vendor tools to obtain necessary information for team monitoring and oversight.
- Become subject matter expert on EmpiRx internal monitoring tools to ensure an effective high level of quality and timely support to EmpiRx Health members.
Strategy/Innovation
- Continuous development of process improvements to increase effectiveness and productivity across both teams.
- Enhance strategies to improve training for new recruits and uptraining for both teams.
- Strategically develop enhanced processes and streamline workstreams for better efficiency.
- Enhance KPI metrics and/or reporting for leadership team.
Team Management/Collaboration
- Closely and collaboratively work within leadership teams and other EmpiRx Health departments to deliver best in class services to our members and clients.
- Collaborate and lead development with outside vendors.
- Serve as a liaison between frontline teams and executive leadership.
- Effectively support team as needed
What You Need:
Education
- BS (Bachelor’s)
Required Experience
- Minimum 5 years of people management experience (remote management preferred)
- Minimum 5 years of pharmacy experience
- Minimum 2 years of experience in PBM, health plan, or equivalent (claim adjudication experience preferred)
- Minimum 2 years of customer service experience Certification(s)
Any professional certification (preferred) Other
- Strong customer service orientation and commitment to delivering concierge-level service
- Ability to work in a fast-paced environment
- Ability to think critically and strategically
- Time management skills with ability to meet tight deadlines
- Excellent verbal and written communication skills
- Advance skills with Microsoft Office Suite (e.g., Word, Outlook, Excel, and Powerpoint)
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.