Associate Director – Pharmacy Hub Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Ensure compliance with quality assurance standards, precise tracking methodologies, and pre-shipment medication review protocols.

• Develop, initiate, and oversee patient and provider service operations for the pharmacy hub.

• Create service channels, operational hours, staffing frameworks, interaction types, call flows, queue configurations, escalation procedures, and service benchmarks.

• Collaborate on requirements gathering, workflow validation, user acceptance testing, training readiness, cutover, go-live, and hypercare phases.

• Convert patient, provider, client, and program requirements into scripts, interaction guidelines, knowledge resources, routing, and quantifiable service expectations.

• Direct patient and provider support across voice and digital platforms, including case follow-up, education, refill coordination, status updates, outbound outreach, and service recovery initiatives.

• Manage service levels, response times, abandonment rates, responsiveness, first-contact resolution, transfer rates, repeat interactions, quality metrics, satisfaction levels, and complaint resolutions.

• Establish daily routines for real-time operations management, queue balancing, adherence to schedules, backlog control, escalations, and recovery strategies.

• Recruit, nurture, and retain managers, supervisors, team leaders, service specialists, and resolution experts.

• Collaborate with Workforce Management on forecasting, staffing, scheduling, shrinkage management, intraday operations, overtime, and capacity scenarios.

• Set interaction quality standards, calibration processes, coaching methods, nesting strategies, knowledge reinforcement, and performance accountability measures.

• Develop pathways for complaints, grievances, escalations, service recovery, and executive case handling.

• Analyze contact drivers, repeat interactions, transfer trends, escalations, sentiment indicators, and failure demand to identify opportunities for systemic enhancements.

• Coordinate complex resolutions across Access, Clinical, fulfillment, vendor, technology, and client teams.

• Represent Service Operations in launch governance, operational reviews, client conversations, and experience-design discussions.

• Collaborate with Product and Technology on IVR, CRM, telephony, digital engagement, authentication, automation, and AI-enabled service functionalities.

• Provide executive-level reporting on readiness, service performance, experience outcomes, capacity, risks, and corrective measures.

⛳️ Requirements

• Licensed Pharmacist in the relevant state(s).

• Bachelor’s degree or equivalent progressive experience in contact centers, patient services, provider services, hub services, specialty pharmacy, PBM, or healthcare operations.

• Over 5 years of leadership experience, including managing leaders or large, multi-channel service teams.

• Proven experience in managing contact center KPIs, workforce management, quality assurance, coaching, escalations, complaints handling, and service recovery.

• Experience in launching or transforming contact centers, patient support programs, healthcare service functions, or omnichannel operations.

• In-depth knowledge of regulated healthcare interactions, documentation requirements, privacy standards, approved communications, and operational controls.

• Excellent executive communication skills, cross-functional influence, and ability to make data-driven decisions.

• Experience supporting pharmaceutical manufacturer patient support initiatives, specialty pharmacy, or complex therapy pathways.

• Familiarity with cloud contact center solutions, CRM, IVR, quality management, speech analytics, digital engagement, automation, or AI-enabled service tools.

• Experience designing patient and provider journeys, self-service capabilities, knowledge management, and first-contact resolution strategies.

• Credentials or experience in Lean, Six Sigma, COPC, project management, change management, or related service operations methodologies.

• Minimum home internet speed of 25 Mbps download and 10 Mbps upload.

• Capability to work from a dedicated space free from ongoing interruptions to protect member PHI/HIPAA information.

🏝️ Benefits

• Bonus incentive plan based on company and/or individual performance.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability.

• Long-term disability.

• Life insurance.

• Telephone equipment provided for business purposes.

• Bi-weekly internet expense reimbursement for employees working from home in California, Illinois, Montana, or South Dakota.

• Occasional travel to Humana offices for training or meetings.