Director, Pharmacy Operations Hub Solutions (Remote)

About the position Responsible for the daily operations and oversight of teams that delivers a full suite of hub services and programs aimed at optimizing the overall experience for patients and providers, eliminating barriers to access, increasing therapy adoption and persistency and providing support throughout the patient journey. Responsible for ensuring that operational activities are efficient, compliant, effective, within budget and meets the strategy and business requirements within specified area of responsibility.

Responsibilities

• Oversees the daily hub operations ensuring timely and accurate handling of required services aligned to program Service Level Agreements (SLAs).
• Develops and implements operational policies and procedures to maximize efficiency and program compliance.
• Establishes and maintains key performance indicators (KPIs) to track operational performance and identifies areas for improvement.
• Collaborates with internal and external partners on program design, implementation, execution, and process improvements.
• Collaborates with Sales and RFP teams on proposals, capabilities presentations and finalist meetings.
• Provides input on program design, technology requirements and staffing needs.
• Oversees the preparation and facilitation of client Quarterly Business Reviews (QBR).
• Manages a budget based on program attributes and volume.
• Collaborates with cross-functional teams to streamline processes, improve workflow, and enhance overall operational effectiveness.
• Facilitates collaboration and communication amongst cross-functional teams within the hub and the broader organization.
• Oversees the implementation and maintenance of the technologies needed to execute services.
• Ensures compliance with regulatory requirements and company policies and procedures.
• Manages the non-commercial pharmacy (NCP).
• Monitors industry trends and best practices to identify opportunities for innovation and improvement in hub operations.
• Leads, mentors, and develops a team of operations staff fostering a culture of continuous improvement and high performance.
• Conducts regular performance reviews and provides actionable feedback and development plans.
• Other duties as assigned.

Requirements

• Bachelor's degree and at least 6 years of experience in the pharmacy industry OR high school diploma or GED and at least 9 years of experience in the pharmacy industry.
• At least 7 years of experience in healthcare operations management.
• Strong leadership and management skills, with demonstrated ability to motivate teams to achieve high levels of performance.
• Strong understanding of principles in operations management, optimizing processes, resource management, and measuring performance.
• Strong customer/client management background with the ability to resolve issues, ad hoc inquiries, and client relationships.
• At least 2 years of experience contributing to financial decisions in the workplace.
• At least 3 years of direct leadership, indirect leadership and/or cross functional team leadership.
• Willing to travel up to/at least 20% of the time for business purposes (within state and out of state).

Nice-to-haves

• Experience in Hub Operations, reimbursement, patient assistance programs, database elements and functionality; operational policies and processes.
• Exceptional project management skills with experience in organizing, planning, and executing projects from vision through implementation.
• Strong analytical, conceptual, and problem-solving skills with demonstrated track record in new concept development for various projects.
• Strong decision-making capabilities, critical thinking skills, creative and innovative solutions to internal or external client needs.
• Strong industry and business knowledge.
• Intermediate level skill in Microsoft Office 2003 or later: Word, Excel, and PowerPoint.
• Proven experience in communicating effectively both orally and in writing.

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