Operations Manager, Pharmacy Operations

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

📋 Description

• Oversee the daily operations of the Pharmacy Support Specialist team.

• Ensure effective management of incoming and outgoing interactions with members and providers.

• Develop and supervise Supervisors tasked with managing front-line Pharmacy Support Specialists.

• Direct Training and Quality Assurance teams to guarantee uniform onboarding, coaching, and performance criteria.

• Maintain sufficient staffing levels, balance workloads, and ensure operational coverage.

• Track operational performance and address issues that impact productivity, customer experience, or quality.

• Promote accountability, collaboration, continuous improvement, and employee engagement.

• Mentor and develop Supervisors, conducting regular performance evaluations.

• Collaborate with Training and QA teams to identify skill deficiencies and implement training programs.

• Act as the operational business owner for the Pharmacy Operations CRM platform.

• Prioritize enhancements to the CRM in coordination with Technology, Product, and Business stakeholders.

• Streamline processes, remove manual tasks, and enhance efficiency through automation.

• Lead initiatives for continuous improvement and assess scalable operational solutions.

• Support the implementation, testing, user acceptance, and change management of the CRM.

• Create, monitor, and analyze service levels, average handle time, productivity, quality scores, case accuracy, customer experience metrics, and backlog management.

• Generate operational reports and dashboards for senior leadership review.

• Examine trends, identify root causes, and formulate action plans.

• Work collaboratively with Pharmacy Operations, Clinical, Technology, Client Services, and other operational teams.

• Engage in strategic initiatives aimed at scalability and service excellence.

• Communicate performance metrics, risks, and areas for improvement to leadership.

⛳️ Requirements

• Bachelor's degree or an equivalent mix of education and experience.

• Over 5 years of experience in leading customer service or call center operations.

• More than 3 years of experience managing leaders, such as Supervisors or Team Leads.

• Proven experience in leading high-volume operational teams with defined service level objectives.

• Familiarity with implementing, administering, or optimizing CRM platforms like Salesforce, HubSpot, Microsoft Dynamics, or similar systems.

• Strong analytical capabilities with a background in developing and managing operational metrics and reporting.

• Demonstrated success in driving process improvements and operational efficiency initiatives.

• Experience in leading change management and technology adoption processes.

• Exceptional leadership, communication, coaching, and organizational skills.

• Strong problem-solving and decision-making skills.

• Preferred: Experience in pharmacy benefit management (PBM), pharmacy operations, healthcare operations, or utilization management.

• Preferred: Practical experience with modern PBM workflow engines, electronic prior authorization (ePA) routing systems, and cloud-based telephony networks.

• Preferred: Knowledge of medical benefit management or healthcare payer operations.

• Preferred: Experience in regulated healthcare environments.

• Ability to collaborate effectively with others in a team-oriented setting.

• Capability to achieve results with resources outside your direct control.

• Willingness to acknowledge gaps in knowledge and seek assistance.

• Demonstrate ongoing curiosity and a passion for problem-solving.

• Commitment to continuous learning and personal growth.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Generous paid time off and holiday policies.

• Opportunities for professional development and career advancement.