Lead, Pharmacy Operations

As a Pharmacy Operations Lead, you will oversee a team of Specialists managing pharmacy-related workflows and queues. This role is critical in driving operational excellence, ensuring high team performance, maintaining quality standards, and fostering a collaborative and efficient work environment. The supervisor is responsible for hiring, onboarding, coaching, and supporting agents while ensuring compliance with company policies, performance metrics, and regulatory requirements.

We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us!

Responsibilities:

Team Management & Development

• Lead, coach, and mentor a team of Insurance Verification and Patient Outreach Specialists, to ensure the delivery of top-tier care for our patients and clients.
• Coordinate and monitor workload distribution and productivity within and across teams, ensuring efficient operations and that performance metrics are consistently met.
• 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.

Operational Excellence

• Leverage data to assess team performance, making 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.

Compliance & Quality Assurance

• Ensure adherence to all regulatory requirements and company policies in pharmacy operations.
• Monitor quality standards by conducting audits and reviewing agent work for accuracy and compliance.
• Proactively identify and address any compliance risks or errors in operational processes.

Collaboration & Communication

• Foster open communication within the team to ensure alignment on goals and priorities.
• Communicate updates, changes, and best practices effectively to the team.

Leadership & Problem-Solving

• Serve as a role model for professionalism, accountability, and excellence in operations.
• Address escalations or complex issues promptly and effectively, ensuring satisfactory resolutions.
• Promote a positive work environment that values teamwork, accountability, and employee satisfaction.
• Foster continuous growth by developing specialists and supporting their professional development; cultivate a positive, engaging work environment that inspires the team to excel and innovate.

Requirements:

• 3+ 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:

• Fully onsite role in Robinson Township (Pittsburgh) PA, Monday through Friday with flexible scheduling within our business hours from 8am-9pm EST