Prime Therapeutics LLC Sr. Director, Member Services in Omaha, Nebraska

Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make.

Job Posting Title

Sr. Director, Member ServicesJob Description


The Sr. Director, Member Services is responsible for leading and developing the largest Contact Center in a manner that ensures world class customer service is delivered to Prime’s members and clients. This position is responsible for supporting the quality team to ensure the highest level of service and compliance with necessary requirements. This position is also responsible for the overall customer experience while meeting service level guarantees.


  • Manage the contact center, quality and customer service teams to ensure overall business performance, quality, process compliance, problem resolution, team, and personnel development

  • Responsible for audits and trending of results to include identifying root cause of any identified opportunities, developing and implementing corrective action plans

  • Serve as Prime representative to external and internal clients for all topics related to operations, quality and accreditations

  • Serve as a contact center representative to the company and external entities by participating in cross-company initiatives, working with clients during implementation process and resolving issues and working with external vendors to ensure a consistent product

  • Implement enterprise-wide processes and procedures and ensure these process/procedures are being consistently applied while ensuring compliance and adherence to all regulatory guidelines

  • Lead large scale projects and ensure successful delivery of desired business changes including definition, execution, process management, as well as any indirect business impacts

  • Establish an operational culture in alignment with company values

  • Establish and lead communication routines to ensure team members and key stakeholder are engaged and informed on key business activities and overall performance

  • Other duties as assigned

Required Minimum Qualifications:

  • Bachelor’s degree in business or related area of study, or equivalent combination of education and/or relevant work experience

  • 10 years of Contact Center management experience

Additional Qualifications:

  • Ability to work under complex business environment with a track record of developing key business relationships

  • Demonstrated success with strategy development and influencing skills with process owners

Preferred Qualifications:

  • Master’s or advanced degree

  • PBM/Healthcare experience

  • 15 years of Contact Center experience

Minimum Physical Job Requirements:

  • This position requires up to 25% travel

  • Ability to work a flexible schedule including weekends, holidays, and outside of Prime’s core business hours

  • Constantly required to sit, use hands to handle or feel, talk and hear

  • Frequently required to reach with hands and arms

  • Occasionally required to stand, walk and stoop, kneel, and crouch

  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus

Reporting Structure

  • Reports to the Vice President of Contact Center Operations

  • Could report to Assistance Vice President in the Specialty Pharmacy department

Prime Therapeutics' fast-paced and dynamic work environment is ideal for proactively addressing the constant changes in today's health care industry. Our employees are involved, empowered, and rewarded for their achievements. We value new ideas and work collaboratively to provide the highest quality of care and service to our members.

If you are looking to advance your career within a growing, team-oriented, award-winning company, apply to Prime Therapeutics today and start making a difference in people's lives.

Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage qualified minority, female, veteran, disabled, and other diverse candidates to apply and be considered for open positions. If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process, please contact Human Resources at 1.866.469.1257 or email