Director of Operations, Infusion Pharmacy - Houston, TX

UnitedHealth Group•Houston, TX

7d•$134,600 - $230,800

About The Position

The Director of Operations leads pharmacy operations for an infusion pharmacy, overseeing branch staff and ensuring exceptional patient care, regulatory compliance, and business performance. The role has managerial oversight of five direct reports and a branch team of 35 employees, and is responsible for clinical and operational functions, expense control, and continuous improvement in patient care. It fosters accountability, employee engagement, inclusion, development, and high-performing teams. The Director partners with market teams, regional leaders, and internal business units to improve provider and patient experience, satisfaction, and loyalty; resolve barriers to timely care; support business growth; and strengthen communication and collaboration. The role represents the organization with referral sources, prescribers, and the community. The position is accountable for regulatory compliance and audit readiness, local pharmacy operations and facilities, sterile-product and cleanroom quality, risk mitigation, performance improvement, and continuous quality improvement. It analyzes and reports pharmacy performance, productivity, expenses, and trends; develops plans to address unfavorable results; manages workflow and revenue integrity; and executes Pharmacy Operations initiatives to achieve consistent service outcomes and business goals.

Requirements

At least 3 years of management experience in home infusion or a related business, such as DME, home health, clinical healthcare services, or pharmacy dispensing.
Solid working knowledge of pharmacy, nursing, budgeting, sales, business development, and strategic planning in healthcare.
Intermediate or higher proficiency with Microsoft Office, including Word and Excel.
Excellent communication, time and project management, problem-solving, organizational, and analytical skills.
Demonstrated leadership practices in customer centricity, team engagement, execution planning, high-performing team development, communicating enterprise purpose, managing team structures and operations, resilience, resourcefulness, and managing team boundaries.

Nice To Haves

Operational leadership experience with P&L accountability and a record of achieving business objectives.
Experience leading clinical, operational, and sales organizations to deliver growth, performance, and business results.
Success transforming teams and operations by establishing clear expectations, ownership, and accountability.
Ability to translate strategy into operational results while maintaining clinical quality, compliance, and patient experience.
Strong leadership skills, including articulating a clear vision, inspiring teams, and building trust with internal and external stakeholders.
Strong patient, consumer, and client orientation and the ability to manage multiple complex priorities in a dynamic environment.

Responsibilities

Provide managerial and leadership oversight for five direct reports and a branch team of 35 employees.
Oversee clinical and operational functions to support high-performing daily operations, control operating expenses, and continuously improve patient care, including providing clinical care where appropriate.
Foster accountability through people and performance management, coaching, development, and employee engagement.
Lead strategies to improve employee engagement and position the business as an employer of choice.
Promote compassion, inclusion, diversity, and culture initiatives.
Build relationships across a matrix organization to resolve issues proactively and drive efficiencies.
Promote collaboration and trust across business units and establish transparent communication and accountability.
Align internal partners through positive influence and conflict management to develop solutions using diverse perspectives.
Collaborate with market teams and regional leaders on strategies to improve provider and patient experience, satisfaction, and loyalty.
Ensure an outstanding patient and provider experience through service-quality actions and communication touchpoints that support satisfaction and retention.
Identify and resolve barriers to timely patient care and customer service.
Represent the organization with referral sources, prescribers, and the community in coordination with Optum Clinical and Sales activities.
Ensure compliance and audit readiness for company policies, state and federal agencies, and accreditation requirements, including the Department of Labor, Board of Pharmacy, DEA, FDA, ACHC, and URAC.
Manage local pharmacy operations, staff, sterile-product complex, and facility to meet internal and external quality standards, including procedural adherence, aseptic technique, and prevention of insanitary conditions.
Identify risks, prioritize mitigation, and escalate urgent needs for appropriate resources.
Build capacity and maintain stable pharmacy cleanroom operations during normal business activities, unplanned events, and market growth.
Own the local Performance Improvement program, identifying trends and deviations and engaging in continuous quality improvement.
Collect, analyze, and summarize data and trends to report Pharmacy Operations performance.
Monitor productivity, performance, and operating expenses; explain key performance drivers and develop and implement mitigation plans for unfavorable results.
Partner with market Sales and Strategy teams to generate and support business growth.
Manage pharmacy workflow to ensure revenue integrity.
Foster innovation and support evolving industry standards, quality and effectiveness improvements, corporate values, and change management.
Execute Pharmacy Operations initiatives, translate business initiatives into clear team objectives, and sustain performance against goals.