Pharmacy Contact Center Manager (Hybrid)
About The Position
Alignment Health is seeking an experienced and people-focused Pharmacy Operations Manager to lead a team of Pharmacy Technician Leads and Pharmacy Technicians supporting pharmacy operations in a fast-paced call center environment. In this role, you'll drive team performance, optimize workflows, support pharmacy quality initiatives, and help improve member and provider experiences. You'll partner closely with pharmacy leadership and cross-functional teams to ensure operational excellence, regulatory compliance, and strong service delivery. Hybrid Schedule: Managers are expected to work onsite 2-3 days per week.
Requirements
- 5+ years of experience managing pharmacy-focused contact center operations or related experience.
- High school diploma or equivalent.
- Strong leadership and team management capabilities.
- Excellent communication and relationship-building skills.
- Experience with workflow coordination, performance monitoring, and coaching.
- Proficiency with Microsoft Office Suite and pharmacy systems, including claims platforms and CRM tools.
Nice To Haves
- Managed care experience.
- Medicare Part D experience.
- Pharmacy quality program experience.
- Understanding of pharmacy operations, providers, members, and medication adherence.
- Experience managing work that directly impacts Part D Star measures.
- Experience leading large teams of pharmacy technicians.
- Demonstrated ability to build credibility, improve morale, and develop high-performing teams.
- Experience in a pharmacy or provider environment.
- Associate's or Bachelor's degree in healthcare, business, or a related field.
- Active Pharmacy Technician licensure.
Responsibilities
- Lead, coach, and develop Pharmacy Technician Leads and Pharmacy Technicians.
- Monitor team performance and provide ongoing feedback, mentoring, and career development.
- Conduct performance evaluations and support performance management activities.
- Translate strategic priorities into effective daily workflows.
- Foster a culture of accountability, engagement, and continuous improvement.
- Partner with pharmacy leadership to implement workflow enhancements and operational policies.
- Ensure compliance with departmental procedures and regulatory requirements.
- Support audit readiness and documentation quality standards.
- Assist with claims processing issues, PBM interactions, and member/provider communications.
- Collaborate across teams to improve pharmacy quality outcomes, Star performance, and member satisfaction.
- Support pharmacy programs, campaigns, quality initiatives, and PBM oversight activities.
- Recruit, hire, onboard, train, and develop team members.
- Assign and monitor workloads.
- Coach, counsel, and manage performance.
- Build a high-performing, engaged technician team.
Benefits
- Hybrid work environment that balances collaboration and flexibility.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
