Director of Pharmacy Hub Operations & Patient Services

CenterWell Senior Primary Care; United States; Remote; USD 150,000 - 206,000; Full time

Job summary

CenterWell Senior Primary Care is seeking an Associate Director, Mail Operations Pharmacy to lead and scale the patient and provider service operations for the pharmacy hub. You will define the service model, staffing, and governance to ensure quality, timely, and consistent omnichannel support across phone and digital channels.

The ideal candidate has deep experience in healthcare contact centers, patient services, hub or PBM operations, and a track record of leading multi‑channel teams,

Qualifications

• Licensed Pharmacist in the state(s) of practice.
• Bachelor’s degree or equivalent progressive experience in contact center, patient services, hub services, specialty pharmacy, PBM, or healthcare operations.

Responsibilities

• Lead service operations including patient and provider support across channels.
• Launch and govern the service model, staffing, escalation paths and performance routines.
• Oversee quality, speed, satisfaction, and outcomes; manage complaints and service recovery.
• Coordinate cross-functional partnerships with Access, Clinical, Implementation, and Technology teams.

Skills

Executive communication

Cross-functional influence

Data-driven decision making

Leadership at senior level

Education

Pharmacist license (state(s) of practice)

Bachelor’s degree or equivalent experience

Job description

CenterWell Senior Primary Care is seeking an Associate Director, Mail Operations Pharmacy to lead and scale the patient and provider service operations for the pharmacy hub. You will define the service model, staffing, and governance to ensure quality, timely, and consistent omnichannel support across phone and digital channels.

The ideal candidate has deep experience in healthcare contact centers, patient services, hub or PBM operations, and a track record of leading multi‑channel teams,