Senior Director, Pharmacy Contact Center

The Senior Director Pharmacy Contact Center is a key member of National Pharmacy Programs & Services dedicated to improving the health of our members and the communities we serve by providing omnichannel care support while delivering an exceptional customer service experience.  This leadership position is responsible for executing on operational projects and initiatives to establish a shared service model for pharmacy contact centers with consistency in staffing, workflow processes, and technology.  The Senior Director will work in collaboration with Contact Center Market Operations across multiple product lines to maintain consistency in the member experience and gain cross-functional support for business plans and priorities.  The leader will maintain a highly skilled and engaged Team that is motivated and empowered to achieve business goals and objectives.  Stays up to date with organizational best practices, processes, benchmarks, and industry trends; shares best practices within and across teams.

Drives member/customer satisfaction by defining policies and procedures for documenting member/customer information, coaching teams, delegating tasks across teams, reviewing performance metrics for implementation, and handling highly complex member/customer issues that are widespread. Aligns departmental compliance with by proactively monitoring regulatory changes in health care administration and modifying departmental policies. Directs internal and external coordination by leading collaborative efforts across the organization and strategizing with business partners to assess business needs and propose the implementation of new systems. Coordinates labor relations by identifying needs to partner with labor unions and engaging with Labor to inform and collaborate on large process changes and consulting with external Labor stakeholders on maintaining and supporting compliance with union contracts.

• Builds organizational capacity and prepares high potentials for growth opportunities and advancement; builds collaborative networks inside and outside the organization for self and others. Provides framework for soliciting and acting on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement. Models and drives continuous learning and oversees the recruitment, selection, and development of talent; stays current with industry trends, benchmarks, and best practices; ensures performance management guidelines and expectations to achieve business needs. Acts as a thought leader on industry trends, benchmarks, and best practices; shares best practices within and across teams to drive improvement. Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning cross-functional resource plans with business objectives. Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact across teams.
• Oversees the operation of multiple units and/or departments by identifying member and operational needs; ensures the management of work assignment allocation and completion; translates business strategy into actionable business requirements; ensures products and/or services meet member requirements and expectations while aligning with organizational strategies. Engages strategic, cross-functional business units to champion and drive support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and ensures resolution of escalated issues. Sets and communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; obtains and distributes resources. Anticipates and removes obstacles that impact performance; addresses performance gaps and implements contingency plans accordingly; ensures teams accomplish business objectives; serves as a subject-matter expert and trusted source to executive leadership; provides influence and consultation in the development of the larger organizational or business strategy.
• Establishes administrative services by: defining departmental policies and procedures, coaching leaders, and developing and driving long-term strategies for multiple areas of membership administration (e.g., premium billing services, medical record numbers, eligibility enrollment/disenrollment and updates/maintenance, remittance, contract adherence); identifying needs and leading the development of cross-functional, large-scale process improvement initiatives that impact multiple departments across the organization and areas of membership administration (e.g., premium billing services, medical record numbers, eligibility enrollment/disenrollment and updates/maintenance, remittance, contract adherence); and evaluating and approving exceptions to standardprocedures for high impact situations within position scope and profiles.
• Directs internal and external coordination by: leading collaborative efforts across the organization to develop and execute high-impact organization-wide policies and long-term initiatives; strategizing with business partners to assess business needs and propose, develop, scope, and support the implementation of new systems, make decisions on scope of system implementation, and oversee change management processes; establishing procedures for working across areas to interpret and apply contract language for various types of contracts; representing the health plan at meetings, conferences, and other forums and establishing strategic partnerships with business peers and external stakeholders; coordinating with auditors as needed and supporting audit and post-audit related tasks across the department; and negotiatingwith regional and business peers to define and measure performance targets and operational metrics and delegating tasks to help support teams.
• Coordinates labor relations by: partnering with Labor leaders and driving a culture of cooperation related to the collective bargaining agreement (CBA) and initiating amendments to the contract that occur during the contract period; developing a collaborative partnership with Labor leaders to discuss opportunities for improvement in performance management processes; identifying needs to partner with labor unions and engaging with Labor to inform and collaborate on large process changes that impact represented employees; consulting with external Labor stakeholders on maintaining and supporting compliance with union contracts; and participating in and providing guidance on negotiation processes for collective bargaining agreements.
• Drives member/customer satisfaction by: defining policies and procedures for documenting member/customer information relevant to work performed by the work group; coaching teams, delegating tasks across teams, and reviewing performance metrics for implementation; analyzing highly complex cross-functional member/customer issues to develop organization-wide strategies for improving member/customer satisfaction; handling highly complex member/customer issues that are widespread and making approval decisions on service recovery plan options; informing leadership on priority member/customer issues; outlining and overseeing large-scale and highly complex process improvement initiatives and/or policy and procedural changes in consideration of ROI with significant impact on member/customer experiences and department performance; and directing managers to establish strategic plans for improving customer focus and quality results through all communication channels with members/customers.
• Aligns departmental compliance with regulations by: proactively monitoring regulatory changes in health care administration and modifying departmental policies accordingly; coaching others (e.g., leaders, professional staff, customers) and forecasting external developments that will impact departmental policies related to regulatory compliance and overseeing the implementation of corrective action plans for regulatory compliance issues; and building and modeling a culture of compliance that expects staff to integrate applicable laws, regulations, policies, and contractual obligations as part of their daily work.