Associate Director, Pharmacy Hub Operations

Associate Director, Pharmacy Hub Operations

Location: Remote, Nationwide

Remote Job: Remote Job: Yes

widget: Full time

Category: Pharmacy

CenterWell Pharmacy

Job ID: R-432511

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Description

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• The Associate Director of Pharmacy Hub Operations is responsible for helping build, launch, and lead the pharmacy hub operating model across patient access and clinical services. During launch, this leader will provide broad operational oversight across the end-to-end model, including intake and enrollment, benefits verification, prior authorization support, appeals coordination, financial assistance navigation, complex access issue resolution, and the initial pharmacist, nurse, and pharmacy technician service capabilities.

• The position is intentionally designed for a versatile operations leader who can establish integrated workflows, staffing, readiness, quality controls, escalation pathways, and performance routines across the launch organization. As the hub scales and dedicated leadership structures are established, the role may evolve to lead Access Operations, Clinical Operations, or another major area of Pharmacy Hub Operations based on the leader’s experience and strengths, organizational needs, program mix, operating complexity, and business growth. The role partners closely with Implementation, Service Operations, the Pharmacist-in-Charge, Product, Technology, Quality, Compliance, Workforce Management, Training, Analytics, and external vendors.

• The ideal candidate brings deep experience in manufacturer hub services, specialty pharmacy, patient access, reimbursement support, clinical services, or pharmacy operations and demonstrates the range to lead across multiple operational disciplines. Success requires hands-on launch leadership, disciplined performance management, strong judgment in a regulated environment, and the ability to build scalable teams while adapting leadership scope as the organization matures.

Key Responsibilities

• Launch, Operating Model & Readiness

• Build the launch operating model across Access Operations and initial Clinical Operations, including team structure, role clarity, workflows, queue design, escalation paths, controls, and performance routines.

• Establish integrated launch workflows across access specialists, resolution resources, pharmacists, nurses, and pharmacy technicians, including role boundaries, handoffs, coverage, escalation, and governance.

• Partner with Implementation on requirements, workflow validation, user acceptance testing, training readiness, cutover, go-live, and hypercare; assume operational accountability following formal acceptance.

• Translate manufacturer requirements, business rules, clinical protocols, service-level commitments, scope-of-practice requirements, and compliance obligations into executable practices.

• Establish launch staffing, hiring sequences, licensing and credentialing dependencies, onboarding expectations, and contingency plans.

• Access Operations Leadership

• Lead intake and enrollment, benefits verification, prior authorization support, appeals coordination, copay and patient assistance navigation, and access-related case resolution.

• Own service-level attainment, turnaround time, backlog, aging, productivity, quality, rework, abandonment, and end-to-end access outcomes.

• Implement daily management routines, capacity controls, queue balancing, escalation management, and recovery plans.

• Use operational data to reduce time to therapy, avoidable touches, access delays, and case leakage.

• Clinical Operations Launch Oversight

• Provide operational oversight for clinical review, patient education, adherence and persistence support, therapy-specific outreach, care coordination, and technician-supported workflows during launch.

• Partner with the Pharmacist-in-Charge and clinical, quality, compliance, legal, and medical leaders on pharmacy policies, patient safety, clinical escalation, adverse-event and product-complaint pathways, and regulatory accountability.

• Ensure pharmacist, nurse, and pharmacy technician activities have appropriate licensure, credentialing, competency, supervision, documentation, and scope-of-practice controls.

• Establish clinical workload, quality, documentation, intervention, escalation, and patient-safety measures for launch and early ramp.

• Support the future-state organizational design and leadership transition as volume, program mix, complexity, and regulatory needs increase; be prepared to assume ongoing leadership of Access Operations, Clinical Operations, or another major hub operating area based on business need and individual fit.

• People, Workforce & Quality Leadership

• Recruit, develop, coach, and retain leaders and frontline resources across access and launch-phase clinical services, while building succession and transition plans for the future-state organization.

• Set productivity, quality, and competency expectations by work type and discipline; establish calibration, coaching, and performance-management routines.

• Partner with Workforce Management on staffing, scheduling, shrinkage, overtime, licensed coverage, and capacity plans.

• Partner with Quality and Compliance on monitoring, audit readiness, corrective actions, complaint trends, clinical incidents, and control effectiveness.

• Cross-Functional & Client Partnership

• Represent the integrated Pharmacy Hub Operations model in launch governance, performance reviews, client discussions, and decision forums.

• Coordinate handoffs across Access Operations, Clinical Operations, Service Operations, pharmacy fulfillment, external vendors, and provider-facing teams as the model matures.

• Partner with Product and Technology on automation, rules configuration, clinical decision support, reporting, AI enablement, and user-experience improvements.

• Provide executive updates on readiness, capacity, performance, patient safety, risks, transition triggers, and recovery actions.

• Use your skills to make an impact

• Required Experience

• Bachelor’s degree in Pharmacy, Nursing, or a related clinical field; advanced clinical, business, or healthcare administration degree preferred.

• Active pharmacist or registered nurse license in good standing.

• 5+ years of people leadership experience in complex healthcare operations, including leadership of leaders or multiple operational teams.

• Demonstrated experience with benefits verification, prior authorization, appeals, patient assistance, enrollment, or reimbursement support workflows.

• Experience in specialty pharmacy, manufacturer hub services, patient support programs, mail-order pharmacy, clinical contact centers, or complex medication programs.

• Experience launching or materially transforming an operational function, client program, pharmacy service, or healthcare workflow.

• Strong operational acumen in workforce planning, queue management, service-level performance, quality, root-cause analysis, corrective action, and risk escalation.

• Strong executive communication and cross-functional influence in a regulated healthcare environment.

• Preferred Experience

• PharmD, MSN, MBA, MHA, board certification, or relevant specialty certification.

• Knowledge of manufacturer program design, financial assistance, payer access pathways, specialty medication journeys, adherence programs, and clinical escalation requirements.

• Experience with hub platforms, clinical workflow tools, automation, analytics, AI-enabled operations, and digital engagement.

• Experience establishing adverse-event, product-complaint, medication-error, scope-of-practice, or clinical quality controls.

• Lean, Six Sigma, project management, change management, or related process-improvement experience.

Additional Information:

• As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Work at home requirements:

To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.

• Satellite, cellular and microwave connection can be used only if approved by leadership.

• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

• Work from a dedicated space lacking ongoing interruptions to protect member