Lead, Pharmacy Operations

About this role

<div class="content-intro"><p><strong>Company Overview:<br><br></strong><a href="https://www.blinkhealth.com/">Blink Health </a>is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody.  Our two primary products – BlinkRx and Quick Save – remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients. <br><br><a href="https://www.blinkhealth.com/blinkrx">BlinkRx </a>is the world’s first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can’t afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn’t have the medication in stock. <br><br>We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us!</p></div><p><strong>Responsibilities:</strong></p> <p>Team Management & Development</p> <ul> <li>Lead, coach, and mentor a team of Insurance Verification and Patient Outreach Specialists, to ensure the delivery of top-tier care for our patients and clients.</li> <li>Coordinate and monitor workload distribution and productivity within and across teams, ensuring efficient operations and that performance metrics are consistently met.</li> <li>Drive hiring efforts, ensuring selection of qualified candidates who align with company culture and operational standards.</li> <li>Oversee the onboarding process, ensuring agents are equipped with necessary tools, knowledge, and resources to succeed.</li> <li>Conduct regular performance evaluations, providing constructive feedback and development plans for continuous improvement.</li> <li>Address underperformance promptly through coaching, improvement plans, or, when necessary, termination processes.</li> </ul> <p>Operational Excellence</p> <ul> <li>Leverage data to assess team performance, making informed decisions to enhance efficiency and meet organizational goals.</li> <li>Monitor and manage workflow queues to ensure timely and accurate resolution of tasks.</li> <li>Set clear performance targets for agents and ensure adherence to service level agreements (SLAs).</li> <li>Identify operational challenges and implement innovative, data-driven solutions to optimize team and queue performance and productivity.</li> <li>Assist in developing change management plans, coordinate with stakeholders for implementation, and monitor / address resistance to change.</li> <li>Deliver exceptional service and patient satisfaction by owning and solving all escalated patient concerns.</li> </ul> <p>Compliance & Quality Assurance</p> <ul> <li>Ensure adherence to all regulatory requirements and company policies in pharmacy operations.</li> <li>Monitor quality standards by conducting audits and reviewing agent work for accuracy and compliance.</li> <li>Proactively identify and address any compliance risks or errors in operational processes.</li> </ul> <p>Collaboration & Communication</p> <ul> <li>Foster open communication within the team to ensure alignment on goals and priorities.</li> <li>Communicate updates, changes, and best practices effectively to the team.</li> </ul> <p>Leadership & Problem-Solving</p> <ul> <li>Serve as a role model for professionalism, accountability, and excellence in operations.</li> <li>Address escalations or complex issues promptly and effectively, ensuring satisfactory resolutions.</li> <li>Promote a positive work environment that values teamwork, accountability, and employee satisfaction.</li> <li>Foster continuous growth by developing specialists and supporting their professional development; cultivate a positive, engaging work environment that inspires the team to excel and innovate.</li> </ul> <p><strong>Requirements:</strong></p> <ul> <li>5+ years of leadership experience in a data-driven, high-growth environment, with a proven track record of leading large, cross-functional teams.</li> <li>Bachelor’s degree in healthcare, business administration or similar field is strongly preferred.</li> <li>Experience in the pharmacy, healthcare, or medical insurance industry, with an understanding of the regulatory landscape and operational complexities.</li> <li>Demonstrated success in overseeing teams and operations, driving initiatives, and delivering results.</li> <li>Strong leadership and coaching skills with the ability to motivate and develop teams, foster accountability and elevate team performance.</li> <li>Excellent organizational and multitasking abilities to manage competing priorities effectively.</li> <li>Expertise in leveraging data and technology to optimize processes, enhance operational efficiency, and drive continuous improvement. </li> <li>Proven track record of managing employees and workflow in a high-volume environment.</li> <li>Critical thinking and problem-solving abilities, with a keen eye for detail and accuracy in…