Associate Director, Pharmacy Hub Service Operations

CenterWell Senior Primary Care

. Build, launch, and lead the pharmacy hub patient and provider service operation .

Posted 10/13/2026full-timeRemote • United StatesSenior💰 $104,000 - $143,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading multi-channel service operations, managing contact center KPIs, and implementing effective workforce management strategies. Proficient in establishing service standards, enhancing patient and provider interactions, and ensuring compliance with healthcare regulations.

Highest-signal resume keywords

People Leadership ExperienceContact Center KPI ManagementHealthcare Operations ExpertiseExecutive Communication SkillsExperience with Cloud Contact Center Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Contact Center ManagementService Level ManagementQuality AssuranceWorkforce ManagementEscalation ManagementService RecoveryPatient Support Program DesignOmnichannel Operation TransformationData-Driven Decision MakingKnowledge Management

Soft Skills

Cross-Functional InfluenceCoachingTeam DevelopmentProblem SolvingCommunication

Tools & Technologies

CRMIVRCloud Contact CenterSpeech AnalyticsDigital Engagement ToolsAutomation ToolsAI-Enabled Service Capabilities

Certifications & Qualifications

LeanSix SigmaCOPCProject ManagementChange Management

Industry Keywords

Healthcare OperationsPatient ServicesProvider ServicesSpecialty PharmacyPBMRegulated Healthcare InteractionsHIPAA CompliancePatient Support Programs

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Build, launch, and lead the pharmacy hub patient and provider service operation
Establish the service operating model, workforce practices, interaction standards, escalation pathways, and performance routines
Build channels, hours of operation, staffing structure, interaction types, call flows, queue design, escalation paths, and service standards
Partner with Implementation 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, program 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
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

What you’ll need

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
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
Preferred: experience supporting pharmaceutical manufacturer patient support programs, specialty pharmacy, or complex therapy journeys
Preferred: experience with cloud contact center, CRM, IVR, quality management, speech analytics, digital engagement, automation, or AI-enabled service tools
Preferred: experience designing patient and provider journeys, self-service capabilities, knowledge management, and first-contact resolution programs
Preferred: Lean, Six Sigma, COPC, project management, change management, or related service-operations credentials or experience
Minimum 25 Mbps download and 10 Mbps upload internet connection for home work
Ability to work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information

Benefits

Comp & perks

Bonus incentive plan based on company and/or individual performance
Medical, dental, and vision benefits
401(k) retirement savings plan
Paid time off
Company and personal holidays
Paid parental and caregiver leave
Short-term and long-term disability
Life insurance
Internet expense payment for employees working from home in California, Illinois, Montana, or South Dakota
Telephone equipment appropriate to business requirements
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