Senior Operations Manager, Pharmacy

🔥 0 minutes ago

🏈 Alabama, Louisiana, +3 more states – Remote

🏈 Alabama – Remote ⚜️ Louisiana – Remote 🌾 Nebraska – Remote 🚗 Michigan – Remote 🤠 Texas – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

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Everise

WebsiteLinkedInAll Job Openings

10,000+ employees

⚕️ Healthcare Insurance

🔒 Cybersecurity

Healthcare Insurance • Customer Support • Cybersecurity

Everise is a global customer experience (CX) solutions provider, delivering happiness to millions of customers across various industries, including healthcare, financial services, technology, travel, logistics, and insurance. Their comprehensive offering includes services in healthcare support, pharmacy benefits management, workforce and quality assurance management, cybersecurity, and recruitment process outsourcing. Everise is committed to minimizing environmental impact and promoting diversity and inclusion within their operations. They are recognized for their award-winning culture and strive to enhance customer satisfaction through innovation, technology, and a people-focused approach.

📋 Description

• Lead and manage the daily operations of the Pharmacist and Pharmacy Technician teams, ensuring service level, quality, and compliance targets are consistently met. • Oversee queue and workflow management across prescription transfers, verbal prescription intake, and multi-department escalations spanning Pharmacy, Shipping, Customer Care, Finance, Claims Processing, and Eligibility. • Ensure the escalation pathway from Pharmacy Technician (initial contact) to Pharmacist (clinical review) runs smoothly and resolves participant issues on first contact wherever possible. • Partner with Workforce Management to build and maintain rotating weekend and holiday coverage schedules that meet licensing and staffing requirements. • Track and maintain license and certification compliance (e.g., AZ/TX Pharmacist and Pharmacy Technician licenses, CPhT certification) across direct reports. • Monitor, analyze, and report on core KPIs, including average handle time, first-contact resolution, quality/accuracy scores, and participant satisfaction. • Coach, develop, and support the hiring and onboarding of Pharmacist and Pharmacy Technician staff and any team leads/supervisors within the function. • Identify and lead process improvement initiatives that simplify complexity for both staff and participants, in line with Everise's commitment to agile execution. • Ensure the team's practices align with client program values, HIPAA, and applicable state pharmacy board regulations. • Manage remote, hybrid, or on-site work arrangements for the team based on performance, business need, and program requirements.

🎯 Requirements

• 5+ years of operations management experience in a contact center, pharmacy, or healthcare services environment, including direct leadership of licensed clinical staff. • Working knowledge of pharmacy benefit management (PBM) or retail/mail-order pharmacy operations, including prescription verification, transfer, and dispensing workflows. • Demonstrated experience managing performance against service-level agreements and quality/compliance metrics. • Strong understanding of pharmacy licensing requirements (e.g., state Pharmacist and Pharmacy Technician licensure) and the ability to track compliance across a team. • Experience building and managing rotating schedules, including weekend and holiday coverage. • Advanced verbal and written communication skills, with the ability to represent the team to clients, prescribers, and cross-functional partners. • Proven ability to coach, develop, and retain talent in a fast-paced, regulated environment.

🏖️ Benefits

• Flexible work arrangements • Professional development opportunities