Lead, Pharmacy Operations

Responsibilities

• Team Management & Development
• Coach, mentor, and lead a team of Insurance Verification and Patient Outreach Specialists.
• Ensure the delivery of top-tier care for our patients and clients.
• Coordinate and monitor workload distribution and productivity within and across teams.
• Drive hiring efforts, ensuring selection of qualified candidates who align with company culture and operational standards.
• Oversee the onboarding process, ensuring agents are equipped with necessary tools, knowledge, and resources to succeed.
• Conduct regular performance evaluations, providing constructive feedback and development plans for continuous improvement.
• Address underperformance promptly through coaching, improvement plans, or, when necessary, termination processes.
• Leverage data to assess team performance, make informed decisions to enhance efficiency and meet organizational goals.
• Monitor and manage workflow queues to ensure timely and accurate resolution of tasks.
• Set clear performance targets for agents and ensure adherence to service level agreements (SLAs).
• Identify operational challenges and implement innovative, data-driven solutions to optimize team and queue performance and productivity.
• Assist in developing change management plans, coordinate with stakeholders for implementation, and monitor/address resistance to change.
• Deliver exceptional service and patient satisfaction by owning and solving all escalated patient concerns.

Requirements

• 5+ years of leadership experience in a data-driven, high-growth environment, with a proven track record of leading large, cross-functional teams.
• Bachelor's degree in healthcare, business administration or similar field is strongly preferred.
• Experience in the pharmacy, healthcare, or medical insurance industry, with an understanding of the regulatory landscape and operational complexities.
• Demonstrated success in overseeing teams and operations, driving initiatives, and delivering results.
• Strong leadership and coaching skills with the ability to motivate and develop teams, foster accountability and elevate team performance.
• Excellent organizational and multitasking abilities to manage competing priorities effectively.
• Expertise in leveraging data and technology to optimize processes, enhance operational efficiency, and drive continuous improvement.
• Proven track record of managing employees and workflow in a high-volume environment.
• Critical thinking and problem-solving abilities, with a keen eye for detail and accuracy in managing complex, dynamic operations.
• Strong attention to detail with a high degree of accuracy.
• Data-driven mindset with experience in analyzing performance metrics and reporting.
• Exceptional communication and interpersonal skills to foster collaboration and engagement.
• Knowledge of pharmacy regulations, compliance, and operational standards (preferred).
• Proficiency in queue management tools, workflow systems, and office software.

Location/Hours

Full-time role available in Chesterfield, MO or Boise, ID, Monday - Friday.