Mail Order Pharmacy Workforce Operations Specialist

Martin’s Point Health Care • Brunswick, ME

21h

About The Position

Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day. Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015. Position Summary The Workforce Operations Specialist in the Mail Order Pharmacy will be responsible for ensuring smooth and efficient pharmacy operations by monitoring real-time queue performance and ensuring that Technicians and Pharmacists follow their schedules and meet certain performance metrics. This role focuses on tracking behavior such as timely breaks, time in various prescription fulfillment queues, call center metrics, and overall adherence to defined operational schedule. The Specialist will play a key role in maintaining optimal service levels, identifying performance opportunities, and helping supervisors identify areas of concern to ensure an efficient and productive pharmacy environment.

Requirements

• Bachelor’s degree in business, finance or related field preferred, or equivalent experience
• Prior experience in a production environment
• 2+ years in a workforce management role or in healthcare setting
• Must have Pharmacy Technician license or ability to obtain within 30 days of hire
• Proficient with Microsoft Office Suite
• Strong ability to analyze real-time performance data and make quick, informed decisions.
• Excellent verbal and written communication skills for providing clear feedback to pharmacy staff and supervisors.
• Ability to focus on small discrepancies in scheduling, queue performance, and call duration that can affect overall service levels.
• Capable of identifying performance issues and recommending corrective actions or process improvements.
• Able to manage multiple tasks simultaneously and prioritize urgent issues as they arise in a high-volume environment.

Responsibilities

• Tracks real-time call volume, wait times, and other key performance indicators (KPIs) to ensure optimal staffing contractual service requirements are met.
• Ensures that call representatives and pharmacy technicians are following their scheduled start times, break times, and end times, taking corrective action if there are deviations.
• Monitors the performance against established key performance indicators (KPIs) to help identify trends in work areas that may need additional training or process improvement.
• Act as the operational platform subject matter expert, assisting with platform vendor weekly meetings and supporting resolution to system issues.
• Assists in creating daily, weekly, and monthly performance reports for management review, highlighting trends in queue performance, agent behavior, and any issues related to adherence.
• Works closely with supervisors to provide real-time feedback and suggest actions to improve performance.
• Continuous Quality Improvement through evaluation of workflows and standard operating procedures.
• Assists with pharmacy inventory oversight by monitoring inventory levels, reviewing medication pricing trends and supporting internal and external audits to ensure inventory accuracy, cost control and regulatory compliance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees