Associate Director, Pharmacy Hub Operations

Become a part of our caring community The Associate Director, Mail Operations Pharmacy ensures adherence to quality assurance standards, accurate tracking techniques and a review process prior to shipping medications to patients. Decisions are typically related to identifying and resolving complex technical and operational problems within department(s), and could lead multiple managers or highly specialized professional associates. The Associate Director of Service Operations is responsible for building, launching, and leading the patient and provider service operation for the pharmacy hub. This leader owns the quality, timeliness, and consistency of inbound and outbound service across phone and digital channels, including patient support, provider support, case follow-up, status communications, refill and program coordination, service recovery, and complex issue resolution. As a launch leader, the Associate Director will establish the service operating model, workforce practices, interaction standards, escalation pathways, and performance routines required to deliver a differentiated experience. The role partners closely with Access Operations, Clinical Operations, Implementation, Workforce Management, Quality, Training, Product, Technology, Analytics, Client Services, and external vendors. The ideal candidate brings deep experience leading healthcare contact center, patient services, provider services, hub, PBM, specialty pharmacy, or other regulated service operations. Suc