The Program Manager, Pharmacy Operations is a client-facing leader responsible for the successful operational execution and ongoing performance of assigned pharmacy programs. Serving as the primary point of contact for the client, this individual is accountable for translating client expectations, contractual commitments, and program requirements into effective pharmacy operations.
This role serves as the critical connection between the client and internal pharmacy teams, ensuring programs are executed with operational excellence, key performance indicators (KPIs) and service-level expectations are consistently achieved, and risks or performance gaps are proactively identified and addressed.
The Program Manager will lead ongoing client governance, performance reviews, Quarterly Business Reviews (QBRs), audit readiness, continuous improvement initiatives, and cross-functional coordination across pharmacy operations.
Key Responsibilities:
- Supervise and assist the pharmacy operations teams in day-to-day operation of free goods program
- Maintain staffing levels during peak season, normal season and for on-boarding new clients to ensure daily program staffing levels are consistent with daily program needs
- Ensure that quality of work meets or exceeds the PharmaCord expectation in accordance with all regulatory requirements
- Ensure program is staffed sufficiently and executes operations within defined SLA
- Continually seek to improve operational workflows and employee efficiency
- Maintain professional standards during internal and client-facing interactions
- Observe legal and ethical guidelines for safeguarding the confidentiality of patient and proprietary PharmaCord information
- Adhere to appropriate safety and quality assurance practices
- Comply with state and federal laws up to and including State Board of Pharmacy, OSHA, HIPAA, etc.
- Assist the Director, Pharmacy and Associate Director, Pharmacy Operations with a variety of operational activities as well as support for internal and external audits
- Assist with current and ad hoc internal and external data requests
- Assume main point of pharmacy contact with assigned client accounts. As the main point of contact within the pharmacy, responsibilities include, but are not limited to; maintaining a good relationship between the client and the pharmacy; serve as an operational contact and SME for the client; attend periodic client calls/meetings to represent the pharmacy; take ownership of tracking KPIs; serve as the conduit between the PharmaCord pharmacy and the PharmaCord operations team to ensure continuity of operations that meets program expectations.
- Communicate with internal operational contacts regarding program design, daily operations and best practices. Provide consultative support where issues arise on how obstacles can be overcome to ensure timely shipments
- Provide timely feedback to the company regarding service failures or customer concerns
- Develop, implement and monitor pharmacy training materials
- Assist with team hiring, development and training
- Identify, hire and retain quality associates as needed
- Support the efforts of the pharmacy training resources to on-board, train and retrain new employees
- Assist with team training and re-training to ensure quality and proficiency in their roles
- Provide consistent, timely coaching and development for direct reports in your functional area
- Utilize Valeris' values as the driving force behind the team's success
- On time adherence to training deadlines for all corporate policies and procedures
- Ensure all SOPs are followed with consistency
- Perform additional tasks or projects as assigned
Qualifications:
- At least 3 years of experience supervising pharmacy and/or delivery operations preferred
- 5 years of experience in the health care industry required
- Possess Current, unrestricted KY Pharmacy Technician License
- Previous personnel/team management experience is required
- Retail, hospital or high-volume/mail-order pharmacy experience preferred
- Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners)
- Ability to handle personal health information with confidentiality
- Commitment to honesty and integrity
- Professionalism and a strong sense of proper business and customer service etiquette
- Clear verbal and written communication skills
- Accountability for results
- Ability to plan and prioritize tasks and strong attention to detail
- Proficient emotional intelligence (ability to recognize emotions and their effects)
- Ability to manage disruptive impulses and handle potentially stressful customer interactions
- Proficient computer skills
- Adaptability to change
- Personal initiative and commitment to team and organizational goals
- Ability to work effectively within a team
- A positive attitude!
Physical Demands & Work Environment- While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.
- Although very minimal, flexibility to travel as needed is preferred.
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.
