Build the future with our visionaries.

Call Center BPO Operations Senior Manager



Customer Service, Operations
Lehi, UT, USA
Posted on Wednesday, April 10, 2024

Who We Are:

SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

  • Integrity: Always operate with honesty and transparency so we earn the trust of our clients.
  • Courage: Demonstrate the courage needed to take on a broken industry and continuously improve what we offer to optimize health outcomes.
  • Together: Foster a collaborative and inclusive environment that values teamwork, respect, and open communication, and encourages creativity and diversity of thought.

Job Summary:

SmithRx is looking for a motivated team member to strategically lead, measure and manage partnership with our Business Process Outsourced (BPO) call centers to ensure consistent delivery of an exceptional customer experience. This role will define our vendor partnership strategy (BPOs), manage vendors across global locations and execute on performance guarantees outlined in vendor contracts. The ideal candidate will have an operational and strategic mindset with strong vendor management experience to drive efficiencies and performance guarantees.

What you will do:

  • Manage relationships between SmithRx and its vendor partners, and negotiate renewals/ changes as needed.
  • Set up BPO support partners for success and drive excellence in CSAT, productivity, and other key call center support metrics from such partners.
  • Provide constant vigilance to ensure that the vendor is executing services as outlined in the vendor contracts, and promptly addressing any gaps or inefficiencies.
  • Manage initial enablement/ training, outline SmithRx processes and drive appropriate headcount capacity modeling to ensure seamless and efficient BPO operations.
  • Partner with internal stakeholders to outline and execute the member support global strategy.
  • Ensure SmithRx standard operating procedures, policies, processes and workflows are executed consistently with captive call centers.
  • Evaluate vendor performance guarantees and make recommendations for improvement through KPI management and gap analysis
  • Communicate recurring workforce needs and ensure execution of staffing requirements
  • Collaborate with internal stakeholders to ensure successful management of vendor operations (Legal, Member Support, Training, InfoSec etc)
  • Perform weekly key performance metrics calibration with vendor partners to ensure vendor's highest level execution to contractual terms.
  • Act as the primary point of contact to timely resolve all vendor-related issues and escalations.and drive timely resolutions of all
  • Present to executive management your analyses, reporting and corrective actions needed on vendor’s performance gaps.
  • Ensure vendor(s) are meeting Company’s security requirements and maintain contingency plans.
  • Respond to breaches of contract, service disruptions, etc
  • Manage vendor invoicing, ensuring accuracy
  • Communicate vendor needs with internal teams
  • Empower vendor(s) to make recommendations improving client processes
  • Role requires international travel without restrictions (30%+)

What you will bring to SmithRx:

  • Bachelor’s degree in business administration or related experience
  • 8+ years experience managing call center operations and teams
  • 5+ years experience managing call center vendors
  • Experience establishing and managing vendors with onshore and offshore operations is required. Knowledge of customer service vendor management best practices
  • Excellent analytical, problem solving, and organizational skills
  • Proven success as a vendor manager
  • Strong negotiation and communication skills
  • Flexibility to travel both domestically and abroad from time to time to vendor sites
  • Expert at delegation and prioritization
  • Ability to assess and reduce risk
  • Expert in understanding and managing call center key performance indicators
  • Experience in the healthcare industry is a plus

What SmithRx Offers You:

  • Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
  • Flexible Spending Benefits
  • 401(k) Retirement Savings Program
  • Short-term and long-term disability
  • Discretionary Paid Time Off
  • 12 Paid Holidays
  • Wellness Benefits
  • Commuter Benefits
  • Paid Parental Leave benefits
  • Employee Assistance Program (EAP)
  • Well-stocked kitchen in office locations
  • Professional development and training opportunities