Pharmacy Call Center Director

2 weeks ago


Renton, Washington, United States Kaiser Permanente Full time
Job Summary:

As a Pharmacy Call Center Manager at Kaiser Permanente, you will provide strategic direction and alignment with KP National Pharmacy and KPWA goals for the Pharmacy Contact Center. This includes answering phone calls, processing mail order prescriptions, and onboarding new members to pharmacy services. You will have operational oversight of the management team, ensuring that processes and systems meet budget, quality, service, and regulatory requirements.

Key Responsibilities:
  • Develop and implement department goals and objectives, including call management, mail order processing, and new member onboarding.
  • Lead and support the pharmacy management structure to achieve KP National Pharmacy and KPWA pharmacy and Delivery System business objectives for service and quality.
  • Assure that strategic planning, workflow standardization, maximized technology, and high-quality, member-focused service are in place for all Call Center and Mail order patients.
  • Coordinate program development, implementation, and communication flow with key stakeholders, including KP National Call Center, Area Medical Centers, Customer Service, Clinical Services, Fulfillment Center, PFS, Finance, and Health Plan.
Requirements:
  • Minimum three (3) years of experience in a leadership role, managing day-to-day operations, performance of staff, and workflow.
  • Bachelor's degree in pharmacy.
  • Pharmacist License (Washington) within 3 months of hire.
Preferred Qualifications:
  • Five (5) years of management experience specific to a call center or high-volume pharmacy with multiple work streams.
  • PharmD degree in pharmacy.
  • Masters degree, advanced degree, and/or specialty residency in pharmacy, health administration, or business administration.

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