Deputy Director of Pharmacy Technology and Informatics

Commonwealth of Massachusetts•Quincy, MA

About The Position

MassHealth seeks a collaborative, results-oriented Deputy Director to provide operational and technical leadership for the Pharmacy Online Processing System (POPS), including its data systems, pharmacy business processes, vendor relationships, and the staff supporting critical pharmacy operations. Reporting to the Director of Pharmacy Technology and Informatics, this position oversees the accuracy, reliability, and effectiveness of pharmacy claims adjudication and manufacturer rebate processing. The Deputy Director contributes directly to system operations and delivery, including technical troubleshooting, data analysis, testing, enhancements, production support, and resolution of complex operational challenges. The Deputy Director leads and develops a multidisciplinary team through supervision, work planning, cross-training, performance management, and staff development. The role promotes collaboration across functional areas, shared ownership, consistent operational practices, operational discipline, and accountability. As the primary quality and escalation point before matters reach the Director, the Deputy Director resolves issues independently when appropriate and ensures escalations, recommendations, and deliverables are complete, validated, risk-assessed, and ready for executive decision. The position oversees POPS operations and system performance; software development, testing, release management, project delivery, documentation, and operational readiness; and vendor performance, service-level agreements, contracts, procurements, and compliance. It also leads technology strategy and roadmap planning, coordinates with business, technical, vendor, and program stakeholders, and supports budget, resource, and funding priorities. After-hours and weekend work may be needed for production incidents, releases, maintenance, testing, and other critical operational needs. Minimum entrance requirements include six years of full-time or equivalent part-time professional, administrative, supervisory, or managerial experience in a relevant business or public administration/management or clinical administration/management area, including at least two years in project management, supervisory, or managerial capacity, or an equivalent combination of experience and substitutions. A relevant certificate may substitute for one year of the experience requirement; a related bachelor's degree for two years; a related graduate degree for three years; and a related doctorate for four years.

Requirements

At least six years of full-time or equivalent part-time professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration, or clinical management, including at least two years in project management, supervisory, or managerial capacity, or an equivalent combination of experience and substitutions.
A relevant or related certificate may substitute for one year of the required experience; a related bachelor's degree may substitute for two years; a related graduate degree may substitute for three years; and a related doctorate may substitute for four years.
Ability to lead and develop a multidisciplinary team while remaining directly involved in complex operational and technical work.
Strong technical expertise, analytical and problem-solving skills, and demonstrated leadership capabilities.
Ability to manage competing priorities, resolve complex issues, and deliver well-supported recommendations to executive leadership.
Ability to review technical work critically and identify unsupported conclusions, incomplete testing, data-quality problems, and operational risks.
Sound executive judgment, including the ability to resolve issues independently and escalate complete, decision-ready recommendations.
Applicants are asked to upload both a resume and cover letter.

Nice To Haves

Hands-on operational support experience for a mission-critical transaction-processing application.
Experience investigating complex production issues using application functionality, transaction data, system reports, logs, and database queries.
Ability to independently analyze and validate operational data; SAS or SQL experience is preferred.
Experience with healthcare claims, pharmacy claims adjudication, Medicaid systems, financial transactions, or another high-volume regulated processing environment.
Experience performing or directing system testing, regression testing, production validation, and release-readiness reviews.
Proven ability to lead and develop a team while participating directly in complex operational and technical work.
Success breaking down functional silos through cross-training, shared procedures, common priorities, and clear accountability.
Experience holding technology vendors accountable for incident resolution, system performance, deliverable quality, and contractual obligations.

Responsibilities

Support and develop pharmacy technology and informatics staff through supervision, work planning, cross-training, performance management, and team development.
Oversee POPS operations, maintenance, claims adjudication, rebate processing, production support, incident response, and system performance.
Provide hands-on technical and operational support, including issue investigation, data analysis, testing, release validation, and change implementation.
Direct software development, testing, release management, project delivery, documentation, and operational readiness.
Participate in and oversee after-hours and weekend activities as needed for production incidents, system releases, maintenance, testing, and other critical operational needs.
Manage vendor performance, service-level agreements, contracts, procurements, compliance, and resolution of operational or technical issues.
Implement and maintain operational standards, processes, and quality controls to support consistent delivery and decision-ready escalation to the Director.
Lead pharmacy technology and informatics strategy, roadmap planning, and alignment with MassHealth Pharmacy Program priorities.
Coordinate with business, technical, vendor, and program stakeholders to resolve issues and support successful delivery.
Support budget, resource, and funding priorities to ensure pharmacy technology initiatives and operations are fiscally responsible.
Resolve operational issues independently when appropriate and ensure escalated matters, recommendations, and deliverables are complete, validated, risk-assessed, and ready for executive decision.
Break down functional silos, establish shared ownership, cross-train staff, and improve operational discipline and accountability.