Pharmacist Manager (Call Center Operations) - San Juan, PR
About The Position
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. You're looking for something bigger for your career. How about inventing the future of health care? OptumRx is creating an innovative approach to Pharmacy Benefit Management. Here you'll find a professional culture where you can use your talent and our resources to make an impact on a huge scale. With better schedules than retail and more reach than any hospital, you'll open doors for yourself that simply do not exist in any other organization, anywhere. The team comprises clinical pharmacists, clinical nurses, certified pharmacy technicians, and customer service representatives that complete various functions to successfully meet the operational requirements of each clinical service. The work hours required will have flexibility to work between the hours of 8:00 AM and 8:00 PM CST, Monday through Friday. The Operations Team Manager will report to the Director. The Operations Manager plays a critical leadership role responsible for overseeing a team of pharmacists, driving performance outcomes, and ensuring the successful execution of clinical programs. This role partners closely with cross-functional stakeholders, including program owners and leadership teams, to ensure program objectives, consult goals, and client expectations are consistently achieved.
Requirements
- BS Pharm (RPh.), PharmD., or Pharmacy Residency experience
- Active, unrestricted Pharmacist license in Puerto Rico (Puerto Rico Board of Pharmacists)
- 5+ years of experience leading, supervising, or overseeing staff, preferably in a healthcare, pharmacy, or call center environment
- Experience using data and performance metrics to drive decision-making and improve outcomes
- Experience monitoring team performance and implementing performance improvement plans
- Solid leadership skills with the ability to motivate, coach, and develop team members
- Proven critical thinking and problem-solving skills to analyze situations and implement effective solutions
- Solid technical proficiency with Microsoft Office applications (Excel, PowerPoint, Outlook, Word)
- Excellent English verbal and written communication skills, including presentation abilities
- Solid understanding of business operations, departmental goals, and client expectations
- Ability to troubleshoot technical or operational issues and guide team members effectively
- Ability to work independently in a remote environment while managing multiple priorities
- Willingness to work flexible schedules, including extended hours as needed
Nice To Haves
- Experience in healthcare operations or clinical call center environments
- Experience managing clinical teams (pharmacists, nurses, or technicians)
- Experience with program management and/or project management
- Experience working in a matrixed or cross-functional organization
- Knowledge of call center operations, workflows, and performance metrics
- Familiarity with clinical programs such as MTM, adherence programs, or utilization management
- Advanced proficiency in data analysis and reporting tools
Responsibilities
- Lead, coach, and develop a team of pharmacist staff to achieve individual and departmental performance goals
- Monitor team performance through key metrics (e.g., consult completion, productivity, quality, adherence to schedules) and implement improvement plans as needed
- Foster a high-performance, positive work environment that promotes engagement, accountability, and continuous development
- Partner with program owners and cross-functional stakeholders to ensure program goals, client expectations, and consult targets are met
- Oversee execution of clinical and operational programs, ensuring alignment with departmental and business objectives
- Manage and support various projects related to call center operations, including process improvements, workflow optimization, and operational initiatives
- Utilize data and analytics to identify trends, gaps, and opportunities for process improvement and operational efficiency
- Provide regular feedback, coaching, and performance evaluations for team members
- Handle escalated issues, ensuring timely resolution while maintaining professionalism and member satisfaction
- Ensure compliance with HIPAA regulations, company policies, and operational procedures
- Maintain a strong understanding of call center operations, systems, workflows, and program requirements
- Communicate effectively with leadership and team members through meetings, reporting, and presentations
- Support departmental initiatives, special projects, and organizational changes as needed
- Demonstrate flexibility in scheduling to support business needs, including extended hours or peak operational periods
- Other duties as assigned by Director
Benefits
- comprehensive benefits
- career development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
