Charles Johnson, Manager of Member Services, plays a critical role in supporting RxBenefits’ core value of service excellence. With more than 20 years in the healthcare industry, Charles has worked in various service-oriented, client, and member-facing positions, acquiring valuable experience that has given him the tools needed to succeed in leading RxBenefits’ award-winning customer service team.
A Passion for Helping Others
Pursuing a profession in customer care was a career choice that felt natural to Charles. “I have always had a passion for helping others,” says Charles. “Whether I’m helping develop leaders or assisting our members, providers, or clients,” he continues, “I’m at my happiest when I’m helping others.” He exercises this passion in his role and is at the heart of our members’ service experience.
As Manager of Member Services, Charles oversees a team of representatives that handle high volumes of complex health-related concerns, ensuring they work efficiently and handle every member interaction with empathy, professionalism, accurately, and completely. He is committed to cultivating an environment where his team feels empowered and appreciated by using positive reinforcement of positive behaviors and giving constructive feedback for improving negative behaviors.
A Service First Mindset
Since joining RxBenefits in 2018, Charles has seen the company nearly triple in size, which has echoed within his team as well. “The growth has been astounding,” he says. “It’s a testament to the great people that I work alongside every day and their commitment to service and the wonderful culture we’ve built.”
Under Charles’ leadership, the customer service team has received two Stevie® Awards wins for Customer Service Department of the Year, winning bronze in 2020 and silver in 2021. While this award-winning recognition is an honor and evidence of the team’s ability to provide superior service, Charles affirms that their motivation is rooted in a dedication to deliver an exceptional experience to each member they encounter. “Recognition is nice, but that’s not why we do what we do,” he iterates. “We will continue to be progressive in our efforts and serve our clients at the standard of excellence that they expect and deserve.”