Associate Director, Pharmacy Hub Service Operations

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

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

• Create the service operating model, workforce practices, interaction standards, escalation procedures, and performance routines.

• Establish channels, operational hours, staffing structure, interaction types, call flows, queue designs, escalation routes, and service standards.

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

• Convert the needs of patients, providers, clients, and programs into scripts, interaction guidelines, knowledge content, routing, and measurable service expectations.

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

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

• Implement daily routines for real-time management, queue balancing, schedule adherence, backlog control, escalation management, and recovery planning.

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

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

• Set interaction quality standards, calibration, coaching, nesting, knowledge reinforcement, and performance accountability.

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

• Track contact drivers, repeat contacts, transfer trends, escalations, sentiment signals, and failure demand.

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

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

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

• Deliver executive-level reports on readiness, service performance, experience outcomes, capacity, risks, and corrective actions.

⛳️ Requirements

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

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

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

• Experience in launching or transforming a contact center, patient support program, healthcare service function, or omnichannel operation.

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

• Strong executive communication, cross-functional influence, and data-driven decision-making abilities.

• Preferred: experience in supporting pharmaceutical manufacturer patient support programs, specialty pharmacy, or complex therapy journeys.

• Preferred: familiarity with cloud contact centers, CRM, IVR, quality management, speech analytics, digital engagement, automation, or AI-enabled service tools.

• Preferred: experience in designing patient and provider journeys, self-service capabilities, knowledge management, and first-contact resolution programs.

• Preferred: Lean, Six Sigma, COPC, project management, change management, or related service operations credentials or experience.

• Minimum 25 Mbps download and 10 Mbps upload internet connection required for remote work.

• Ability to work from a dedicated space free from interruptions to safeguard member PHI/HIPAA information.

🏝️ Benefits

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

• Comprehensive medical, dental, and vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company and personal holidays.

• Paid parental and caregiver leave.

• Short-term and long-term disability coverage.

• Life insurance.

• Internet expense reimbursement for employees working from home in California, Illinois, Montana, or South Dakota.

• Telephone equipment provided in accordance with business needs.

• HireVue interview technology for scheduling convenience.