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Pharmacy Operations Manager (Pharmacist), Clinical Intervention Services - Phoenix, AZ

12/26/2017Call Center
Job Location:
Phoenix, AZ
Metro Area:
AZ - Phoenix
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
The Clinical Intervention Service team provides a variety of clinical services, such as: Adherence, Diabetes, Fraud Waste & Abuse, Medication Therapy Management, Post - Hospital Discharge, and Retrospective Drug Utilization. The Pharmacy Operations Manager, Clinical Intervention Services will report into the Sr. Director of Pharmacy Services and partner with department leadership team to ensure that workflow practices align with production targets and required service levels. In addition, this role will have a team of pharmacists and certified technicians as direct reports. This position will support the day to day operations of the clinical call center and focus on the development of their team of direct reports. It is essential to have strong communications skills to establish goals and implement guidelines required to maintain a highly productive and operationally efficient department. The position is based in our Phoenix, Arizona facility. The team comprises of clinical pharmacists and certified pharmacy technicians 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 8:00am and 8:00pm, Monday through Friday. Primary Responsibilities: Manage day to day operations including: monitor call center performance metrics to ensure client service guarantees are met, ensuring clinical aspects of the clinical call center are accurate, and necessary guidelines are being followed Responsible for all recruiting activities for clinical call center staffing, including establishing candidate requirements and compensation levels Establish departmental performance standards for team performance including but not limited to productivity, quality, and attendance and provides regular feedback to team regarding their individual achievements Manage client implementation process for the clinical call center, including hiring and training for new volume, implementing all client specific processes and coordinating with client and implementation teams on all clinical programs / services being implemented through the clinical call center Support, plan, and prepare for client site visits Collaborate with team leaders to optimize operational processes and identify improvement opportunities to improve quality Work with team leaders to develop plans and priorities that address / resolve operational challenges Other duties as assigned by leadership

Qualifications:

Required Qualifications: Bachelors Degree in Pharmacy or Pharm D Current and unrestricted Pharmacist license in the state of Arizona 1+ year of pharmacy experience in retail, mail order or PBM setting 2+ years of people leadership experience in an operations setting Customer Relations and / or Clinical Call Center experience Understanding of call center performance metrics and measurements Workforce management experience (staffing projections, schedule forecasting) Experience leading a team towards the attainment of exceptional performance results and motivating through use of inspirational team development practices Experience using performance management tools and processes in a leadership capacity Experience leading a team through Change Management and / or Process Improvement initiatives Experience leading a team through Problem Solving / Conflict Resolution efforts Presentation / facilitation experience with all levels across an organization Proficient skills in Microsoft Word, Excel, PowerPoint and Outlook Preferred Qualifications: Prior PBM experience Knowledge of Call Center systems such as CMS, IEX, telephone applications Experience in a client facing role Exposure, or experience with, LEAN six sigma management practices UnitedHealth Group is working to create the health care system of tomorrow. Already Fortune 6, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams. Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
 
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