Associate Director, Pharmacy Hub Service Operations

🔥 0 minutes ago

🏄 California, Illinois, +2 more states – Remote

🏄 California – Remote 🌽 Illinois – Remote 🦬 Montana – Remote 🗿 South Dakota – Remote

💵 $104k - $143k / year

⏰ Full Time

🟠 Senior

💊 Pharmacist

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CenterWell Senior Primary Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance

CenterWell Senior Primary Care is a healthcare provider focused on delivering personalized primary care to senior citizens. The company emphasizes a comprehensive and holistic approach to healthcare, addressing the physical, social, and emotional needs of older adults. As part of its service offerings, CenterWell includes home health services and pharmacy support to complement its senior primary care. The organization is committed to offering stability, inclusive benefits, and career growth opportunities for its employees while maintaining a culture of mutual respect and mindfulness. CenterWell is a brand under the larger healthcare entity, Humana.

📋 Description

• Build, launch, and lead the pharmacy hub patient and provider service operation • Establish the service operating model, workforce practices, interaction standards, escalation pathways, and performance routines • Build channels, hours of operation, staffing structure, interaction types, call flows, queue design, escalation paths, and service standards • Partner with Implementation on requirements, workflow validation, user acceptance testing, training readiness, cutover, go-live, and hypercare • Translate patient, provider, client, and program needs into scripts, interaction guidance, knowledge content, routing, and measurable service expectations • Lead patient and provider support across voice and digital channels, case follow-up, program education, refill coordination, status updates, outbound outreach, and service recovery • Own service level, speed to answer, abandonment, responsiveness, first-contact resolution, transfer rate, repeat contacts, quality, satisfaction, and complaint outcomes • Implement daily routines for real-time management, queue balancing, schedule adherence, backlog control, escalations, and recovery planning • Recruit, develop, and retain managers, supervisors, team leads, service specialists, and resolution specialists • Partner with Workforce Management on forecasting, staffing, scheduling, shrinkage, intraday management, overtime, and capacity scenarios • Establish interaction quality standards, calibration, coaching, nesting, knowledge reinforcement, and performance accountability • Establish complaint, grievance, escalation, service recovery, and executive case pathways • Monitor contact drivers, repeat contacts, transfer patterns, escalations, sentiment signals, and failure demand • Coordinate complex resolutions across Access, Clinical, fulfillment, vendors, technology, and client teams • Represent Service Operations in launch governance, operating reviews, client discussions, and experience-design forums • Partner with Product and Technology on IVR, CRM, telephony, digital engagement, authentication, automation, and AI-enabled service capabilities • Provide executive-level reporting on readiness, service performance, experience outcomes, capacity, risks, and corrective actions

🎯 Requirements

• Bachelor’s degree or equivalent progressive experience in contact center, patient services, provider services, hub services, specialty pharmacy, PBM, or healthcare operations • 5+ years of people leadership experience, including leadership of leaders or large, multi-channel service teams • Experience managing contact center KPIs, workforce management, quality, coaching, escalations, complaints, and service recovery • Experience launching or transforming a contact center, patient support program, healthcare service function, or omnichannel operation • Strong knowledge of regulated healthcare interactions, documentation, privacy, approved communications, and operational controls • Strong executive communication, cross-functional influence, and data-driven decision-making skills • Preferred: experience supporting pharmaceutical manufacturer patient support programs, specialty pharmacy, or complex therapy journeys • Preferred: experience with cloud contact center, CRM, IVR, quality management, speech analytics, digital engagement, automation, or AI-enabled service tools • Preferred: experience designing patient and provider journeys, self-service capabilities, knowledge management, and first-contact resolution programs • Preferred: Lean, Six Sigma, COPC, project management, change management, or related service-operations credentials or experience • Minimum 25 Mbps download and 10 Mbps upload internet connection for home work • Ability to work from a dedicated space without ongoing interruptions to protect 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 payment for employees working from home in California, Illinois, Montana, or South Dakota • Telephone equipment appropriate to business requirements • HireVue interview technology for scheduling convenience