Position SummaryThe Senior Operations Manager, Pharmacy Services owns end-to-end performance of a multi-tiered pharmacy contact center operation, with direct oversight of Pharmacists (Participant Services) and Pharmacy Technicians (Tech I, Participant Services). This role is accountable for service levels, quality, 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 the team operates within licensing, regulatory, and client requirements while driving measurable improvements in efficiency and satisfaction.
Direct ReportsThis role has direct oversight 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 point of contact for participants and prescribers, resolving non-clinical requests and routing clinical issues to Pharmacists.
(Team Leads or Supervisors within either function may also report to this role, depending on site structure.)
Key Responsibilities- Lead and manage the daily operations of the Pharmacist and Pharmacy Technician teams, ensuring service level, quality, and compliance targets are consistently met.
- Oversee 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 pathway 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 staffing requirements.
- Track and maintain license and certification compliance (e.g., AZ/TX Pharmacist and Pharmacy Technician licenses, CPhT certification) across direct reports.
- Monitor, analyze, and report on core KPIs, including average handle time, first-contact resolution, quality/accuracy scores, and participant satisfaction.
- Coach, develop, and support the hiring and onboarding of Pharmacist and Pharmacy Technician staff and any team leads/supervisors within the function.
- Identify and lead process improvement initiatives that simplify complexity for both staff and participants, in line with Everise's commitment to agile execution.
- Ensure the team's practices align with client program values, HIPAA, and applicable state pharmacy board regulations.
- Manage remote, hybrid, or on-site work arrangements for the team based on performance, business need, and program requirements.
Required Qualifications- 5+ years of operations management experience in a contact center, pharmacy, or healthcare services environment, including direct 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 quality/compliance metrics.
- Strong understanding of pharmacy licensing requirements (e.g., state Pharmacist and Pharmacy Technician licensure) and the ability to track compliance across a team.
- Experience building and managing rotating schedules, including weekend and holiday coverage.
- Advanced verbal and written communication skills, with the ability to represent the team to clients, prescribers, and cross-functional partners.
- Proven ability to coach, develop, and retain talent in a fast-paced, regulated environment.
Preferred Qualifications- PharmD, BS in Pharmacy, or prior experience as a licensed Pharmacist or Pharmacy Technician.
- Prior experience supporting a CVS Health/Caremark or similar PBM client program.
- Experience with workforce management, quality monitoring, and reporting tools used in contact center operations.
- Familiarity with diabetic supply processes and pharmacy navigation systems (e.g., LINKS, Compass) or equivalent platforms.
- Analytical and research skills to evaluate escalated issues, identify root causes, and drive resolutions.
Education- Bachelor's degree required.
- PharmD, BS in Pharmacy, or equivalent clinical/pharmacy background strongly preferred.
If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
