The Director of Operations leads pharmacy operations to deliver exceptional patient care, regulatory compliance, and business performance. The Director oversees branch staff, drives operational excellence, fosters a culture of accountability and engagement, and partners across the organization to enhance the patient and provider experience. This leader ensures quality, safety, and compliance standards are met while using data-driven insights to improve performance, manage risk, and support growth.
Primary Responsibilities:- Managerial and leadership oversight of 5 direct reports and branch team of 35 employees
- Directly responsible for clinical & operational functions to ensure high performing daily operations, operating expense control, and continuous improvement in patient care (including patient care as a clinician, where appropriate)
- Foster a culture of accountability that emphasizes people and performance management, coaching and development, and employee engagement
- Lead strategies to drive high employee engagement and position business as employer of choice
- Instill compassion & drive engagement through inclusion, diversity, and culture initiatives
- Build and foster relationships within a matrix organizational structure to proactively resolve issues, and drive efficiencies
- Produce an environment where collaboration and trust thrive to drive cohesive relationships across business units
- Create effective communication pathways leading to transparency and accountability among business units
- Drive alignment among internal partners through positive influence and effectively managing conflict to leverage different perspectives and find solutions
- Collaborate with market teams and region leaders to develop strategies that simplify and improve the provider/patient experience and increase provider/patient satisfaction and loyalty
- Deliver an outstanding patient/provider experience with communication touchpoints and actions that ensure service quality, customer satisfaction, and patient retention
- Identification and resolution of barriers that impede timely patient care and customer service
- Represent the organization with referral sources, prescribers, and the community in conjunction with Optum Clinical and Sales activities
- Accountable for compliance and audit readiness to company policies, state/federal regulatory agencies, and accreditation body requirements, including Dept of Labor, Board of Pharmacy, DEA, FDA, ACHC, and URAC
- Manages local pharmacy operation, staff, sterile product complex, and facility to ensure highest level of quality to both internal and external standards, including procedural adherence, aseptic technique, and prevention of insanitary conditions
- Identify risk and prioritize mitigation efforts, escalating with urgency for appropriate resources
- Build and create capacity to ensure stable pharmacy cleanroom operations through normal business activities, unplanned events, and preparedness for market growth
- Owner of local Performance Improvement program responsible for identifying trends and deviations to desired performance and engaging in continuous quality improvement.
Aggregate and present Pharmacy Ops performance by collecting, analyzing, and summarizing data and trends - Monitor and evaluate productivity, performance and op ex spend, articulate primary drivers of results, develop, and implement plans for mitigation of unfavorable results
- Partner effectively with market Sales and Strategy teams to generate and support business growth.
Manages pharmacy workflow to ensure revenue integrity - Foster an innovative mindset and team culture to support evolving industry standards, organizational advances in quality and effectiveness, corporate values, and change management
- Executes on initiatives established for Pharmacy Operations, ensuring consistency in service delivery outcomes. Translates business initiatives into clear objectives for the team and delivers sustained performance to goal
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:- 3+ years of management experience in the home infusion business or related business (DME, Home Health, Clinical Healthcare Services, Pharmacy dispensing, etc.
- Solid working knowledge of pharmacy, nursing, budgeting, sales, business development, and strategic planning in healthcare
- Intermediate or higher level of proficiency working with MS Office (Word, Excel, etc.)
- Proven excellent communication, time/project management, problem solving, organizational, and analytical skills
- Proven excellent leadership practices of being customer centric, cultivating team engagement, facilitating execution plans, creating high-performing teams, communicating enterprise purpose, managing team structures, operations and processes, resilience and resourcefulness, and managing team boundaries
Preferred Qualifications:- Operational leadership experience with P&L accountability and a proven record of achieving business objectives
- Experience leading clinical, operational, and sales organizations to deliver growth, performance, and business results
- Demonstrated success transforming teams and operations, establishing clear expectations, ownership, and accountability
- Proven ability to translate strategy into operational results while maintaining clinical quality, compliance, and patient experience
- Proven solid leadership skills with the ability to articulate a clear vision, inspire teams, and build trust with internal and external stakeholders
- Proven solid patient, consumer, and client orientation, with the ability to manage multiple complex priorities in a dynamic environment
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $134,600 - $230,800 annually based on full-time employment. We comply with all minimum wage laws as applicable.
