Pharmacist Supervisor (Call Center Operations) - San Juan, Puerto Rico

UnitedHealth Group•San Juan, PR

2d•Onsite

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 a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. 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 require flexibility to work rotating shifts between the hours of 8:00 AM and 8:00 PM CST, Monday through Friday. The Operations Supervisor will report into the Operations Manager. The Supervisor plays a dual-role position that combines team leadership with direct clinical contributions, such as training, production, and audit. This role supports the Operations Manager in program and project execution while overseeing a team of clinicians and/or non-clinicians. The Supervisor is responsible for ensuring team performance, supporting operational initiatives, and maintaining alignment with departmental and client goals. This role requires supervisory and operational clinical responsibilities, including performing pharmacist duties aligned with clinical program requirements.

Requirements

Active, unrestricted Pharmacist license or Pharmacist Intern (Pharm D) license in Puerto Rico
1+ years of experience leading, supervising, or overseeing staff, preferably in a healthcare, pharmacy, or call center environment
Proven solid critical thinking skills to analyze situations, identify problems, and develop effective solutions
Technical proficiency with Microsoft Office applications (Excel, PowerPoint, Word, Outlook)
Experience using data to identify trends and areas for improvement
Ability to troubleshoot technical or operational issues and support team members
Proven solid English communication (written and verbal) and presentation skills
Ability to work independently and manage multiple priorities in a fast-paced environment
Demonstrated flexibility with schedule, including ability to work outside standard hours as needed

Nice To Haves

Experience leading, supervising, or mentoring team members
Experience overseeing pharmacy staff and/or operational projects
Proven solid analytical skills with experience improving processes through data-driven insights
Experience in PBM, clinical operations, or call center environments
Demonstrated familiarity with Medication Therapy Management (MTM) or similar clinical programs
Proven knowledge of call center operations, workflows, and performance expectations
Ability to work onsite in our offices located in San Juan, PR

Responsibilities

Supervise and support a team of clinical staff to meet performance, productivity, and quality expectations
Assist the Operations Manager with program execution, project coordination, and operational initiatives
Monitor and evaluate team performance using key metrics (consult volume, productivity, quality, adherence) and provide feedback and coaching
Identify performance gaps and implement improvement plans to drive team success
Support day-to-day call center operations, ensuring workflows and processes are followed efficiently
Collaborate with cross-functional teams, including managers and program owners, to support program goals and client expectations
Utilize data and performance metrics to identify trends, improve processes, and support decision-making
Handle escalated issues and provide timely resolution while maintaining professionalism
Maintain knowledge of departmental goals, business objectives, and program requirements
Troubleshoot operational or technical issues and provide guidance to team members
Ensure compliance with HIPAA regulations, company policies, and operational procedures
Demonstrate flexibility to support business needs, including working outside regular hours when required
Perform telephonic consultations with members to complete comprehensive medication reviews and adherence-related outreach
Assess medication regimens for safety, effectiveness, and adherence
Provide clinical recommendations related to gaps in care, drug interactions, high-risk medications, and therapeutic alternatives
Educate members on medications and disease states
Document clinical interactions accurately and efficiently in accordance with program requirements
Communicate relevant clinical information to healthcare providers as needed
Other duties as assigned by Operations Manager