Senior Operations Manager, Pharmacy

reputed companyJoin us on our mission to reputed company customer experiences for people around the world. As a member of the reputed company family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best reputed company to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate reputed company cultures for their uniqueness and strengths. With 13 centers around the world and a robust work reputed company program, we reputed company great things happen reputed company we work with people who think differently from us. reputed company a job youll love today! Position reputed companyThe Senior Operations Manager, Pharmacy Services owns end-to-end performance of a multi-tiered pharmacy contact center operation, with reputed company reputed company of Pharmacists (Participant Services) and Pharmacy Technicians (Tech I, Participant Services). This role is accountable for service reputed company, reputed company, compliance, and participant experience across inbound and outbound prescription transfers, verbal prescription intake, and escalated clinical and non-clinical inquiries. The Senior Operations Manager ensures reputed company operates reputed company licensing, regulatory, and reputed company requirements while driving measurable improvements in efficiency and satisfaction. reputed company ReportsThis role has reputed company reputed company of the following positions and their respective teams: Pharmacist, Participant Services licensed pharmacists who manage verbal prescription intake, clinical review, prescriber communication, and inbound/outbound prescription transfers.Pharmacy Technician I, Participant Services certified technicians who serve as the first reputed company of contact for participants and prescribers, resolving non-clinical requests and routing clinical issues to Pharmacists.(Team Leads or Supervisors reputed company either function may also report to this role, depending on site structure.) Key Responsibilitiesreputed company and manage the daily operations of the Pharmacist and Pharmacy Technician teams, ensuring service level, reputed company, and compliance targets are consistently met.reputed company queue and workflow management across prescription transfers, verbal prescription intake, and multi-department escalations spanning Pharmacy, Shipping, Customer Care, Finance, Claims Processing, and Eligibility.Ensure the escalation reputed company from Pharmacy Technician (initial contact) to Pharmacist (clinical review) runs smoothly and resolves participant issues on first contact wherever possible.Partner with Workforce Management to build and maintain rotating weekend and holiday coverage schedules that meet licensing and reputed company requirements.reputed company and maintain license and certification compliance (e.g., AZ/TX Pharmacist and Pharmacy Technician licenses, CPhT certification) across reputed company reports.Monitor, analyze, and report on reputed company KPIs, including average handle time, first-contact reputed company, reputed company/accuracy scores, and participant satisfaction.reputed company, reputed company, and support the hiring and reputed company of Pharmacist and Pharmacy Technician staff and any team leads/supervisors reputed company the function.Identify and reputed company process improvement initiatives that simplify complexity for both staff and participants, in line with reputed company's commitment to agile execution.Ensure reputed company's practices reputed company with reputed company program values, HIPAA, and applicable state pharmacy reputed company regulations.Manage remote, hybrid, or on-site work arrangements for reputed company based on performance, business need, and program requirements.Required Qualifications5+ years of operations management experience in a contact center, pharmacy, or reputed company services environment, including reputed company leadership of licensed clinical staff.Working knowledge of pharmacy benefit management (PBM) or retail/mail-order pharmacy operations, including prescription verification, transfer, and dispensing workflows.Demonstrated experience managing performance against service-level agreements and reputed company/compliance metrics.Strong understanding of pharmacy licensing requirements (e.g., state Pharmacist .