Operations Manager, Pharmacy Operations

Job not on LinkedIn

🕒 September 18

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Career Opportunities International

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🎯 Recruiter

👥 HR Tech

Consulting • Recruitment • HR Tech

Career Opportunities International is a global executive search firm specializing in sourcing, recruiting, and strategic partnerships. The company focuses on connecting top-tier corporate leaders with leading organizations worldwide. Established in May 1998, C. O. I Executives leverages its dedicated, diverse research team to ensure high-caliber talent meets the right companies. With advanced tools and over 25 years of experience, Career Opportunities International delivers highly qualified candidates efficiently, facilitating sustainable partnerships between stakeholders.

📋 Description

• Lead the day-to-day operations of the Pharmacy Support Specialist organization • Ensure efficient handling of inbound and outbound member and provider interactions • Build and manage Supervisors responsible for front-line Pharmacy Support Specialists • Lead Training and Quality Assurance resources to ensure consistent onboarding, coaching, and performance standards • Ensure adequate staffing, workload balancing, and operational coverage • Monitor operational performance and resolve issues affecting productivity, customer experience, or quality • Foster accountability, collaboration, continuous improvement, and employee engagement • Coach and develop Supervisors and conduct regular performance reviews • Partner with Training and QA resources to identify skill gaps and implement development programs • Serve as operational business owner for the Pharmacy Operations CRM platform • Prioritize CRM enhancements with Technology, Product, and Business stakeholders • Streamline workflows, eliminate manual processes, and improve efficiency through automation • Lead continuous improvement initiatives and evaluate scalable operational solutions • Support CRM implementation, testing, user acceptance, and change management • Develop, monitor, and analyze service levels, average handle time, productivity, quality scores, case accuracy, customer experience metrics, and backlog management • Produce operational reports and dashboards for senior leadership • Analyze trends, identify root causes, and develop action plans • Collaborate with Pharmacy Operations, Clinical, Technology, Client Services, and other operational teams • Participate in strategic initiatives focused on scalability and service excellence • Communicate performance, risks, and improvement opportunities to leadership

🎯 Requirements

• Bachelor's degree or equivalent combination of education and experience • 5+ years of experience leading customer service or call center operations • 3+ years of experience managing leaders (Supervisors or Team Leads) • Demonstrated experience leading high-volume operational teams with measurable service level objectives • Experience implementing, administering, or optimizing CRM platforms such as Salesforce, HubSpot, Microsoft Dynamics, or similar • Strong analytical skills with experience developing and managing operational metrics and reporting • Proven success driving process improvement and operational efficiency initiatives • Experience leading change management and technology adoption efforts • Excellent leadership, communication, coaching, and organizational skills • Strong problem-solving and decision-making abilities • Preferred: Experience in pharmacy benefit management (PBM), pharmacy operations, healthcare operations, or utilization management • Preferred: Hands-on experience with modern PBM workflow engines, electronic prior authorization (ePA) routing systems, and cloud-based telephony networks • Preferred: Familiarity with medical benefit management or healthcare payer operations • Preferred: Experience working in regulated healthcare environments • Ability to work well with others in a collaborative environment • Ability to get things done with resources you don't control • Willingness to admit you don't know and ask for help • Exhibit constant curiosity and a drive to problem solve • Exhibit desire to learn and grow on a continuous basis