Business Process Professional, Pharmacy Hub

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

📋 Description

• Develop, document, implement, and continually enhance workflows, change practices, and knowledge infrastructure for the launch and expansion of Pharmacy Hub Operations.

• Convert program designs, system capabilities, clinical and operational needs, and client commitments into comprehensive processes, SOPs, job aids, knowledge content, and change plans.

• Collaborate with teams across Access Operations, Service Operations, Clinical Operations, pharmacy fulfillment, Implementation, Product, Technology, Quality, Compliance, Training, Workforce Management, Analytics, and external partners during the launch phase.

• Ensure that processes are operationally effective, comprehensible to affected teams, consistently documented across materials and systems, and ready for implementation prior to going live.

• Assist with workflow governance, change intake, knowledge management, and ongoing improvement following the launch.

• Support the introduction of new programs, clients, therapies, channels, and capabilities as the hub evolves.

⛳️ Requirements

• Bachelor’s degree or equivalent experience in business process management, healthcare operations, pharmacy operations, change management, knowledge management, implementation, quality, or a related discipline.

• 3+ years of experience in designing, documenting, implementing, or enhancing cross-functional business processes within a complex operational setting.

• Proficient in creating process maps, SOPs, work instructions, decision trees, job aids, knowledge articles, or other operational documentation.

• Experience in supporting organizational change, system implementation, operational readiness, or the adoption of new workflows and policies.

• Strong skills in facilitation, writing, requirements translation, stakeholder management, problem-solving, and project coordination.

• Ability to organize intricate information, manage numerous simultaneous changes, and uphold strict version control and documentation governance.

• Experience utilizing operational data, quality findings, employee feedback, or root-cause analysis to promote measurable process improvements.

• Preferred: experience in manufacturer hub services, specialty pharmacy, patient access, reimbursement support, clinical services, pharmacy fulfillment, PBM, or healthcare contact center operations.

• Preferred: working knowledge of benefits verification, prior authorization, appeals, financial assistance, patient and provider service, clinical outreach, adherence, or specialty pharmacy workflows.

• Preferred: familiarity with Microsoft Visio, Microsoft Power Automate, Microsoft SharePoint, Microsoft Teams, or Microsoft 365 knowledge solutions.

• Preferred: experience with CRM, case management, knowledge management, workflow automation, quality management, or learning management platforms.

• Preferred: certifications or training in Lean Six Sigma, Change Management, Certified Business Process Professional, project management, or knowledge management.

• Preferred: experience in supporting regulated healthcare documentation, privacy, audit readiness, controlled documents, clinical protocols, or quality management systems.

• Preferred: experience in a greenfield, start-up, new-client implementation, or rapidly scaling operational environment.

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

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

🏝️ Benefits

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

• 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.

• Life insurance.

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

• Telephone equipment provided for Home or Hybrid Home/Office employees.

• Remote work arrangement.

• Occasional travel to Humana offices for training or meetings may be required.