Senior Manager, Pharmacy Operations - Express Scripts (Memphis, TN)

Cigna Healthcare • Memphis, TN

3d • Hybrid

About The Position

POSITION SUMMARY Key Responsibilities The Sr. Manager of Pharmacy Operations is responsible for the day-to-day processing of prescription orders for Express Scripts Pharmacy, an Evernorth company. This position leads a team of pharmacy managers and supervisors that oversee staff level Technicians and Pharmacists. The Sr. Manager has responsibility for meeting performance metrics for their specific site: accuracy, productivity, and service delivery. Essential Functions Day-to-day order processing, managing client and patient issue escalations to pharmacy and client-facing leadership teams. Works with Director of Pharmacy Practice (DPP) to manage a quality review. This includes root cause analysis and coaching-feedback loops to the Technician and Pharmacist Supervisors for accuracy issues on a daily, weekly, monthly basis. Manages productivity results – managing, calibrating, and measuring all staff-level resources to consistent productivity targets for all functions. Maintaining financial budgets and labor forecasts; performs monthly / quarterly service and productivity variance analysis. Responsible for performance to Service Level targets and SLAs – order TAT, DIH targets, etc. Coaches, mentors and leads a team of supervisors who manage staff-level pharmacists and certified technicians Develops a ‘leadership bench’ from within organization – developing future Supervisors, Team Leads and Operations Managers. Leads enterprise-level Work Stream teams to achieve maximum quality and efficiency for key functions

Requirements

• Bachelor’s degree or higher preferred
• At least four years relevant operations leadership experience, front-end pharmacy operations preferred
• Effective at managing change for a high producing workforce
• Advanced problem solving skills with the ability to work cross-functionally to resolve issues and generate results among potentially conflicting constituencies
• Analytical thinking, demonstrated ability to leverage data for problem solving
• Basic financial analysis skills
• Demonstrated ability to delegate to direct and indirect reports, ability to focus on top priorities
• Excellent communication skills, including written and verbal
• Able to work towards specific deliverables and meet deadlines
• Knowledge of PBM or Healthcare industry preferred
• Excellent customer service skills required
• Operations knowledge and experience required – includes specific experience using data analytics and reporting as a means to manage Operational decision-making (staffing, demand planning, quality, etc)
• This role is hybrid out of the Memphis, TN location. If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Responsibilities

• Day-to-day order processing, managing client and patient issue escalations to pharmacy and client-facing leadership teams.
• Works with Director of Pharmacy Practice (DPP) to manage a quality review.
• Manages productivity results – managing, calibrating, and measuring all staff-level resources to consistent productivity targets for all functions.
• Maintaining financial budgets and labor forecasts; performs monthly / quarterly service and productivity variance analysis.
• Responsible for performance to Service Level targets and SLAs – order TAT, DIH targets, etc.
• Coaches, mentors and leads a team of supervisors who manage staff-level pharmacists and certified technicians
• Develops a ‘leadership bench’ from within organization – developing future Supervisors, Team Leads and Operations Managers.
• Leads enterprise-level Work Stream teams to achieve maximum quality and efficiency for key functions

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees