Senior Operations Manager, Pharmacy

This is a fully remote position, open to applicants in Alabama, +4 more states.

📋 Description

• Direct and oversee the daily functions of the Pharmacist and Pharmacy Technician teams, ensuring that service levels, quality standards, and compliance objectives are consistently achieved.

• Manage queue and workflow operations related to prescription transfers, verbal prescription intake, and multi-department escalations involving Pharmacy, Shipping, Customer Care, Finance, Claims Processing, and Eligibility.

• Facilitate a smooth escalation process from Pharmacy Technician (initial point of contact) to Pharmacist (clinical assessment) to resolve participant concerns on the first interaction whenever possible.

• Collaborate with Workforce Management to develop and sustain rotating coverage schedules for weekends and holidays that fulfill licensing and staffing requirements.

• Monitor and uphold compliance with licensing and certification (e.g., AZ/TX Pharmacist and Pharmacy Technician licenses, CPhT certification) among direct reports.

• Evaluate, analyze, and report on essential KPIs, including average handle time, first-contact resolution, quality/accuracy ratings, and participant satisfaction.

• Mentor, develop, and assist in the recruitment and onboarding of Pharmacist and Pharmacy Technician personnel as well as any team leads/supervisors within the division.

• Identify and spearhead process improvement initiatives that reduce complexity for both staff and participants, in alignment with Everise's dedication to agile execution.

• Ensure that team practices are in accordance with client program values, HIPAA regulations, and relevant state pharmacy board guidelines.

• Oversee remote, hybrid, or on-site work arrangements for the team based on performance, business needs, and program specifications.

⛳️ Requirements

• A minimum of 5 years of operations management experience in a contact center, pharmacy, or healthcare services setting, including direct supervision of licensed clinical staff.

• Familiarity with pharmacy benefit management (PBM) or retail/mail-order pharmacy operations, including workflows for prescription verification, transfer, and dispensing.

• Proven track record of managing performance in accordance with service-level agreements and quality/compliance metrics.

• Strong knowledge of pharmacy licensing requirements (e.g., state Pharmacist and Pharmacy Technician licensure) and the capability to monitor compliance across a team.

• Experience in creating and managing rotating schedules, including coverage for weekends and holidays.

• Excellent verbal and written communication abilities, with the skill to represent the team to clients, prescribers, and cross-functional partners.

• Demonstrated capability to coach, develop, and retain talent within a fast-paced, regulated environment.

🏝️ Benefits

• Flexible work arrangements

• Professional development opportunities