Pharmacy Support Operations Lead — Process Improvement & QA

Cencora; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Cencora is seeking a senior pharmacy operations lead in Melbourne to manage daily pharmacy support workflows, ensuring service levels and quality targets are met. You will organize task assignment, queue monitoring, and blocker removal while maintaining audit-ready logs and reconciliations.

You will guide policy communications, align stakeholders on timelines and KPIs, and drive workflow improvements, documentation accuracy, and staff training.

Qualifications

• Education aligns with a high school diploma plus preferred associate degree or equivalent.
• Certification in process improvement or pharmacy-related licensure is preferred.
• Minimum 3+ years in pharmacy support and operations in a regulated healthcare environment.

Responsibilities

• Leads daily operations across pharmacy support workflows by assigning tasks, monitoring queues, rebalancing work, and removing blockers to achieve service levels and quality standards.
• Coordinates creation and accuracy of audit-ready documentation, logs, and reconciliations; corrects discrepancies and implements safeguards to prevent recurrence.
• Explains practices, procedures, and policy implications to align stakeholders on timelines, quality standards, and documentation requirements; prepares concise manager-ready summaries with recommendations and KPI impacts.
• Acts as first-line escalation for complex cases; triages, resolves within authority, or documents and escalates with supporting evidence.
• Modifies workflows, templates, and checklists to address control gaps or regulatory updates; trains the team and monitors adherence.
• Pilots small automations or tooling enhancements per policy; documents outcomes and recommends scale-up or rollback.
• Directs cross-training coverage and adjusts daily staffing and sequencing during peaks and absences; coaches peers and new staff on standard work and issue resolution.

Skills

Pharmacy operations

Queue management

Documentation

Quality control

Cross-functional coordination

Education

High School Diploma/GED

Associate's degree in pharmacy/health sciences/healthcare administration/operations management

Process improvement certification (Lean Six Sigma) or related licensure

Job description

Cencora is seeking a senior pharmacy operations lead in Melbourne to manage daily pharmacy support workflows, ensuring service levels and quality targets are met. You will organize task assignment, queue monitoring, and blocker removal while maintaining audit-ready logs and reconciliations.

You will guide policy communications, align stakeholders on timelines and KPIs, and drive workflow improvements, documentation accuracy, and staff training.