Associate Director – Pharmacy Hub Operations

Job Description:

• Ensure adherence to quality assurance standards, accurate tracking techniques, and pre-shipment medication review processes
• Build, launch, and lead patient and provider service operations for the pharmacy hub
• Establish service channels, hours, staffing structure, interaction types, call flows, queue design, escalation paths, and service standards
• Partner on requirements, workflow validation, user acceptance testing, training readiness, cutover, go-live, and hypercare
• Translate patient, provider, client, and program needs into scripts, interaction guidance, knowledge content, routing, and measurable service expectations
• Lead patient and provider support across voice and digital channels, case follow-up, education, refill coordination, status updates, outbound outreach, and service recovery
• Own service level, speed to answer, abandonment, responsiveness, first-contact resolution, transfer rate, repeat contacts, quality, satisfaction, and complaint outcomes
• Implement daily routines for real-time management, queue balancing, schedule adherence, backlog control, escalations, and recovery planning
• Recruit, develop, and retain managers, supervisors, team leads, service specialists, and resolution specialists
• Partner with Workforce Management on forecasting, staffing, scheduling, shrinkage, intraday management, overtime, and capacity scenarios
• Establish interaction quality standards, calibration, coaching, nesting, knowledge reinforcement, and performance accountability
• Establish complaint, grievance, escalation, service recovery, and executive case pathways
• Monitor contact drivers, repeat contacts, transfer patterns, escalations, sentiment signals, and failure demand to identify systemic improvements
• Coordinate complex resolutions across Access, Clinical, fulfillment, vendors, technology, and client teams
• Represent Service Operations in launch governance, operating reviews, client discussions, and experience-design forums
• Partner with Product and Technology on IVR, CRM, telephony, digital engagement, authentication, automation, and AI-enabled service capabilities
• Provide executive-level reporting on readiness, service performance, experience outcomes, capacity, risks, and corrective actions

Requirements:

• Licensed Pharmacist in the state(s) of practice
• Bachelor’s degree or equivalent progressive experience in contact center, patient services, provider services, hub services, specialty pharmacy, PBM, or healthcare operations
• 5+ years of people leadership experience, including leadership of leaders or large, multi-channel service teams
• Demonstrated experience managing contact center KPIs, workforce management, quality, coaching, escalations, complaints, and service recovery
• Experience launching or transforming a contact center, patient support program, healthcare service function, or omnichannel operation
• Strong knowledge of regulated healthcare interactions, documentation, privacy, approved communications, and operational controls
• Strong executive communication, cross-functional influence, and data-driven decision-making skills
• Experience supporting pharmaceutical manufacturer patient support programs, specialty pharmacy, or complex therapy journeys
• Experience with cloud contact center, CRM, IVR, quality management, speech analytics, digital engagement, automation, or AI-enabled service tools
• Experience designing patient and provider journeys, self-service capabilities, knowledge management, and first-contact resolution programs
• Lean, Six Sigma, COPC, project management, change management, or related service-operations credentials or experience
• Minimum home internet speed of 25 Mbps download and 10 Mbps upload
• Ability to work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information

Benefits:

• Bonus incentive plan based on company and/or individual performance
• Medical benefits
• Dental benefits
• Vision benefits
• 401(k) retirement savings plan
• Paid time off
• Company holidays
• Personal holidays
• Paid parental leave
• Paid caregiver leave
• Short-term disability
• Long-term disability
• Life insurance
• Telephone equipment provided for business requirements
• Bi-weekly internet expense payment for employees working from home in California, Illinois, Montana, or South Dakota
• Occasional travel to Humana offices for training or meetings