Associate Director – Pharmacy Hub Operations
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Job Description
Associate Director launching and leading patient and provider service operations for CenterWell Pharmacy. Managing omnichannel support, workforce performance, quality, compliance, and complex resolutions.
Responsibilities:
- Ensure adherence to quality assurance standards, accurate tracking techniques, and pre-shipment medication review processes
- Build, launch, and lead patient and provider service operations for the pharmacy hub
- Establish service channels, hours, staffing structure, interaction types, call flows, queue design, escalation paths, and service standards
- Partner 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, 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 to identify systemic improvements
- 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:
- Licensed Pharmacist in the state(s) of practice
- 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
- Demonstrated 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
- Experience supporting pharmaceutical manufacturer patient support programs, specialty pharmacy, or complex therapy journeys
- Experience with cloud contact center, CRM, IVR, quality management, speech analytics, digital engagement, automation, or AI-enabled service tools
- Experience designing patient and provider journeys, self-service capabilities, knowledge management, and first-contact resolution programs
- Lean, Six Sigma, COPC, project management, change management, or related service-operations credentials or experience
- Minimum home internet speed of 25 Mbps download and 10 Mbps upload
- 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 benefits
- Dental benefits
- Vision benefits
- 401(k) retirement savings plan
- Paid time off
- Company holidays
- Personal holidays
- Paid parental leave
- Paid caregiver leave
- Short-term disability
- Long-term disability
- Life insurance
- Telephone equipment provided for business requirements
- Bi-weekly internet expense payment for employees working from home in California, Illinois, Montana, or South Dakota
- Occasional travel to Humana offices for training or meetings
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