Operator

Druid City Vital Care•Bozeman, MT

10h

About The Position

The Operator is the operational leader of the franchise location and is responsible for driving the full patient lifecycle, from onboarding through ongoing care coordination. In partnership with the Pharmacist-in-Charge (PIC) and Nurse Manager, the Operator manages home infusion pharmacy operations, regulatory compliance, financial performance, and team leadership. The role aligns clinical, operational, and sales functions to deliver exceptional patient care and support business growth. The Operator oversees patient onboarding and daily pharmacy and clinical operations, including prescription processing, sterile compounding, nursing care coordination, inventory and supply management, and delivery logistics. The role ensures adherence to standard operating procedures and applicable regulations, maintains licenses and accreditations, and leads quality assurance and performance improvement efforts. The Operator manages budgets and key performance indicators, works with revenue cycle and revenue integrity teams on claims processing, and leads recruiting, hiring, coaching, performance evaluations, and development of the franchise team. The role also shares responsibility with the PIC and Nurse Manager for patient-care standards, individualized care coordination, and addressing patient feedback.

Requirements

Bachelor’s degree in business or a healthcare-related field.
At least 3 years of leadership experience in healthcare.
Strong financial acumen and demonstrated ability to manage budgets and track KPIs.
Exceptional leadership, communication, and organizational skills.
Ability to sit or stand for extended periods while performing job duties.
Frequent and consistent telephone use, including prolonged inbound and outbound calls throughout the workday.
Ability to use a headset and other telecommunication equipment for extended durations.
Ability to lift or carry up to 20 pounds.

Nice To Haves

Experience in home infusion or specialty pharmacy.
Advanced degree in a healthcare-related field, such as PharmD, MSN, or MHA, or equivalent.
Clinical background in pharmacy, nursing, or a related discipline.
Experience with accreditation processes such as ACHC or URAC.
Knowledge of sterile compounding, USP <797> compliance, and home infusion best practices.
Experience in revenue cycle management.
Demonstrated ability to lead and manage multidisciplinary teams in a healthcare or pharmacy setting.
In-depth knowledge of pharmacy and home infusion operations, regulatory standards, and payor requirements.
Excellent problem-solving skills.

Responsibilities

Lead franchise operations throughout the patient lifecycle, from intake and authorization through active therapy and ongoing service.
Oversee timely, accurate onboarding of new patients and coordination across clinical, pharmacy, and administrative functions.
Partner with the PIC and Nurse Manager on daily pharmacy and clinical operations, including prescription processing, sterile compounding, nursing care coordination, inventory and supply management, and delivery logistics.
Ensure team members follow established standard operating procedures.
Ensure compliance with USP <797> and applicable state and federal regulations in collaboration with the PIC and Nurse Manager.
Work with the PIC to oversee pharmacy procedures, inventory levels, and vendor relationships.
Work with the Nurse Manager to oversee nursing procedures, clinical care coordination, nurse scheduling, and patient care.
Promote collaboration between operations and sales teams toward patient-centered care and business growth.
Direct and support Account Executives to drive new patient referrals and strengthen referral-source relationships.
Manage the pharmacy budget, support cost-effective practices and profitability, and monitor KPIs and financial metrics.
Collaborate with Revenue Cycle Management and Revenue Integrity teams to support accurate, timely claims processing.
Maintain required licenses, accreditations, and certifications and ensure readiness for audits and inspections.
Implement quality assurance programs and update policies and procedures in response to regulatory changes.
Make final recruiting and hiring decisions for the franchise and partner with the PIC and Nurse Manager on hiring for their teams.
Lead, develop, and retain Account Executives, setting expectations and aligning sales activity with operational capacity and patient-care goals.
Complete performance evaluations for direct reports and ensure the PIC and Nurse Manager complete timely evaluations for their teams.
Coach, mentor, and provide professional development opportunities to team members.
Promote collaboration across pharmacy, nursing, sales, and administrative functions.
Share responsibility with the PIC and Nurse Manager for maintaining high-quality pharmaceutical and nursing care standards.
Ensure clinical teams collaborate with healthcare providers on individualized care plans that meet payor and regulatory requirements.
Hold clinical and pharmacy teams accountable to patient-care standards, SOPs, payor requirements, and applicable regulations.
Lead franchise-level performance improvement initiatives, identify gaps, implement corrective action plans, and track outcomes.
Address patient concerns and feedback promptly and use insights to improve the patient experience and care delivery.