Pharmacy Communications Program Manager

Winona; Brasil; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

Winona, a leading telemedicine company, seeks a Pharmacy Communications Program Manager to enhance pharmacy operations and communication. This role involves triaging messages, managing partner relationships, and ensuring smooth operations. Ideal candidates have extensive experience in customer service and program management, with strong communication skills.

Serviços

Flexible hours

Remote work options

Casual work environment

Employee engagement activities

Diverse global team

Qualificações

• 4+ years in Customer Service Operations, Program Management, or Partner Success.
• Experience managing ticket queues or shared inboxes with external partners.
• Excellent written and verbal communication skills.

Responsabilidades

• Triage inbound pharmacy messages and enforce SLAs.
• Draft and send outbound updates to keep partners informed.
• Host weekly stand-ups to review issues.

Conhecimentos

Customer Service Operations

Program Management

Partner Success

Excellent communication

HIPAA knowledge

Ferramentas

Intercom

Zendesk

Salesforce

JIRA

Descrição da oferta de emprego

Join to apply for the Pharmacy Communications Program Manager role at Winona

About Winona: Winona is a leading telemedicine company providing HRT for women in menopause. We have developed all our technology in-house, including an EHR, patient care admin system, patient portal, website, and marketing technology. Winona operates two compounding pharmacies and has a team of in-house physicians delivering world-class care through a fully vertically integrated business model.

About the role: We need a dedicated owner who focuses daily on ensuring pharmacists' needs are met, the patient support team is unblocked, and tickets are closed on time. As Pharmacy Communications PM, you will be the key connector between our company and partner pharmacies, transforming noise into signal and friction into efficiency.

Responsibilities:

• Triage inbound pharmacy messages, assign owners, prioritize, and enforce SLAs.
• Draft and send outbound updates—order statuses, formulary changes, policy reminders—to keep partners informed.
• Maintain real-time visibility: run daily queue health checks, flag risks, and unblock conversations.
• Host weekly stand-ups to review issues and upcoming changes.
• Coordinate pharmacy feedback with Product and Compliance teams for smooth platform updates.
• Create and maintain macros, checklists, and SOPs for efficient response.
• Train new hires and conduct quarterly refresh sessions.
• Build dashboards with Looker/Intercom, identify trends, and suggest roadmap or staffing adjustments.
• Lead post-mortems on high-severity incidents and track action items to resolution.

Requirements:

• 4+ years in Customer Service Operations, Program Management, or Partner Success, preferably in pharmacy, tele-health, or regulated settings.
• Experience managing ticket queues or shared inboxes (Intercom, Zendesk, Salesforce, JIRA) with external partners.
• Proven ability to meet or exceed SLAs while maintaining empathy, compliance, and speed.
• Excellent written and verbal communication skills, capable of translating clinical jargon into clear updates.
• Working knowledge of HIPAA; familiarity with PCI, PIPEDA, or other PHI/PII frameworks is a plus.
• Based in the US or Canada with reliable broadband and availability during Eastern hours.

What’s in it for you?

• Flexible hours
• Remote work options
• Casual, fun work environment
• Employee engagement activities and virtual gatherings
• Diverse, global team

This company is affiliated for recruitment efforts. Each entity operates independently, sharing only necessary applicant data for recruitment. We are committed to privacy and a respectful hiring process.

Additional Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Project Management and IT
• Industry: Wellness and Fitness Services

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