UnitedHealth Group

Pharmacist Supervisor (Call Center Operations) - San Juan, Puerto Rico

UnitedHealth Group • $90K — $120K *
San Juan Capistrano, CA 92675In-Person
Healthcare
Less than 5 years of experience
2 months ago
Job Overview by Ladders

Qualifications

  • Active, unrestricted Pharmacist license or Pharmacist Intern (Pharm D) license in Puerto Rico
  • 1+ years of leadership experience in a healthcare, pharmacy, or call center environment
  • Strong critical thinking skills for effective problem-solving
  • Proficient in Microsoft Office applications (Excel, PowerPoint, Word, Outlook)
  • Experience using data for trend analysis and process improvement
  • Ability to troubleshoot operational issues and assist team members
  • Excellent English communication skills, both written and verbal

Responsibilities

  • Supervise and support a clinical team to achieve performance and quality goals
  • Assist with program execution and project coordination initiatives
  • Evaluate team performance and provide coaching based on key metrics
  • Implement improvement plans for identified performance gaps
  • Oversee daily call center operations to ensure efficient workflows
  • Collaborate with cross-functional teams to meet program goals
  • Utilize data-driven insights for decision-making and process enhancement
  • Handle escalated issues to resolve them promptly while maintaining professionalism
  • Ensure compliance with HIPAA regulations and company policies
  • Conduct telephonic consultations with members for medication reviews

Benefits

  • Recognition for performance and clear direction for success
  • Opportunities for professional development and growth within the organization
  • Challenging work environment with support for advancement
  • Flexible scheduling to accommodate business needs
  • Collaborative and positive team culture
Full Job Description
The team comprises clinical pharmacists, clinical nurses, certified pharmacy technicians, and customer service representatives that complete various functions to successfully meet the operational requirements of each clinical service. The work hours required will require flexibility to work rotating shifts between the hours of 8:00 AM and 8:00 PM CST, Monday through Friday.

The Operations Supervisor will report into the Operations Manager. The Supervisor plays a dual-role position that combines team leadership with direct clinical contributions, such as training, production, and audit. This role supports the Operations Manager in program and project execution while overseeing a team of clinicians and/or non-clinicians. The Supervisor is responsible for ensuring team performance, supporting operational initiatives, and maintaining alignment with departmental and client goals.

This role requires supervisory and operational clinical responsibilities, including performing pharmacist duties aligned with clinical program requirements.

Primary Responsibilities:

  • Supervise and support a team of clinical staff to meet performance, productivity, and quality expectations
  • Assist the Operations Manager with program execution, project coordination, and operational initiatives
  • Monitor and evaluate team performance using key metrics (consult volume, productivity, quality, adherence) and provide feedback and coaching
  • Identify performance gaps and implement improvement plans to drive team success
  • Support day-to-day call center operations, ensuring workflows and processes are followed efficiently
  • Collaborate with cross-functional teams, including managers and program owners, to support program goals and client expectations
  • Utilize data and performance metrics to identify trends, improve processes, and support decision-making
  • Handle escalated issues and provide timely resolution while maintaining professionalism
  • Maintain knowledge of departmental goals, business objectives, and program requirements
  • Troubleshoot operational or technical issues and provide guidance to team members
  • Ensure compliance with HIPAA regulations, company policies, and operational procedures
  • Demonstrate flexibility to support business needs, including working outside regular hours when required
  • Perform telephonic consultations with members to complete comprehensive medication reviews and adherence-related outreach
  • Assess medication regimens for safety, effectiveness, and adherence
  • Provide clinical recommendations related to gaps in care, drug interactions, high-risk medications, and therapeutic alternatives
  • Educate members on medications and disease states
  • Document clinical interactions accurately and efficiently in accordance with program requirements
  • Communicate relevant clinical information to healthcare providers as needed
  • Other duties as assigned by Operations Manager


ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION

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:

  • Active, unrestricted Pharmacist license or Pharmacist Intern (Pharm D) license in Puerto Rico
  • 1+ years of experience leading, supervising, or overseeing staff, preferably in a healthcare, pharmacy, or call center environment
  • Proven solid critical thinking skills to analyze situations, identify problems, and develop effective solutions
  • Technical proficiency with Microsoft Office applications (Excel, PowerPoint, Word, Outlook)
  • Experience using data to identify trends and areas for improvement
  • Ability to troubleshoot technical or operational issues and support team members
  • Proven solid English communication (written and verbal) and presentation skills
  • Ability to work independently and manage multiple priorities in a fast-paced environment
  • Demonstrated flexibility with schedule, including ability to work outside standard hours as needed


Preferred Qualifications:

  • Experience leading, supervising, or mentoring team members
  • Experience overseeing pharmacy staff and/or operational projects
  • Proven solid analytical skills with experience improving processes through data-driven insights
  • Experience in PBM, clinical operations, or call center environments
  • Demonstrated familiarity with Medication Therapy Management (MTM) or similar clinical programs
  • Proven knowledge of call center operations, workflows, and performance expectations
  • Ability to work onsite in our offices located in San Juan, PR


Soft Skills:

  • Inspire and motivate team members to achieve performance goals
  • Lead by example and foster a positive and collaborative work environment
  • Adapt to changing circumstances and operational demands
  • Demonstrate openness to feedback and a commitment to continuous improvement
  • Maintain professionalism and a solid commitment to departmental success
  • Ability to clearly convey expectations, instructions, and feedback to team members
  • Solid presentation skills and ability to communicate across organizational levels
  • Solid problem-solving skills, particularly in handling escalated issues
  • Ability to think critically and make timely, effective decisions
  • Ability to collaborate cross-functionally to resolve operational challenges
  • Skilled in resolving conflicts within teams and with members
  • Ability to manage stress and maintain composure in high-pressure situations
  • Demonstrates empathy and patience when interacting with team members and members

About UnitedHealth Group

UnitedHealth Group is a medical facility. They offer health technology, health finance, and pharmacy services. They are utilizing clinical data and intelligence to assist in the redesign, automation, and deployment of technology to streamline administrative operations and clinical decision-making. Payment systems for both consumers and providers are critical components of a health-care system.

UnitedHealth Group Careers

Joining UnitedHealth Group means becoming part of a diverse team dedicated to making a difference. As a leader in health services and innovation, our company offers a variety of job opportunities that allow professionals to leverage their skills, drive innovation, and improve lives. Work You’ll Do At UnitedHealth Group, you’ll contribute to a mission-focused environment where your expertise will influence the health and well-being of people worldwide. Our employment opportunities span across a wide range of disciplines, from healthcare specialists to data analysts, ensuring that your career journey is both dynamic and rewarding. Transform Healthcare with Your Expertise UnitedHealth Group stands at the forefront of health innovation. Our team collaborates to deliver solutions that lead to better patient outcomes. Working with us, you’ll find yourself at the intersection of technology, healthcare, and leadership, providing key insights that drive industry transformation. Join Our Global Team As part of our team, you’ll engage with over 300,000 professionals globally, dedicated to building a diverse and inclusive workplace. UnitedHealth Group is not just a company; it’s a community where you can grow your career through continuous learning and leadership opportunities. Our commitment to diversity training ensures that every team member can thrive. UnitedHealth Group Career Development We are committed to your professional growth. Explore career paths filled with promising job opportunities and internships that will harness your potential and expand your capabilities. Whether you’re a seasoned professional or a recent graduate, you’ll find that our career development programs support your ambition at every level. Innovative Work Environment At UnitedHealth Group, innovation is at the core of our operations. We encourage our team to bring forward-thinking ideas that challenge the status quo and lead to breakthrough improvements in patient care. Be Part of a Great Team Our culture fosters a collaborative and supportive environment where every member’s contribution is valued. Enjoy the benefits of being part of a global team that’s committed to making a difference in people’s lives. Future-Proof Your Career With UnitedHealth Group, your career is future-proof. Dive into a range of positions that offer both challenges and rewards. Our robust support system includes unmatched training, development programs, and certification support to propel your career forward. Stay Connected Join Our Team Discover the right position that matches your skills and interests. We are always hiring and look for passionate, curious, and solution-driven team players. Search UnitedHealth Group jobs today and take the first step towards a fulfilling career. Keep Up to Date Stay informed with career tips, insider perspectives, and industry-leading insights you can use today—all from the people who work here. Read Careers Blog Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding opportunities that await at UnitedHealth Group.
Learn more about UnitedHealth Group
Size
350,000 employees
Market Cap
$493.1 billion
Industry
Healthcare
Net Income
$15.4 billion
Founded
1974
5 Year Trend
+9.2%
Revenue
$257.1 billion
NASDAQ
UNH
* Ladders Estimates

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