Director, Pharmacy Hub Service Operations

humana; United States; On-site; USD 180,000 - 250,000; Full time

Job summary

Humana seeks an Associate Director of Mail Operations Pharmacy to lead patient and provider service across multiple channels, ensuring service quality, timeliness, and regulatory compliance.

This leader will establish the service operating model, staffing, training readiness, and performance routines, while partnering with Access, Clinical Operations, Implementation, Workforce Management, Quality, and external vendors.

Qualifications

• Licensed pharmacist with state licensure.
• Experience in healthcare contact centers or regulated services.
• Strong leadership and stakeholder management.

Responsibilities

• Build the Service Operations model, including channels, hours of operation, staffing structure, interaction types, call flows, queue design, escalation paths, and service standards.
• Partner with Implementation on requirements, workflow validation, user acceptance testing, training readiness, cutover, go-live, and hypercare; assume steady-state accountability after formal acceptance.
• Translate patient, provider, client, and program needs into scripts, interaction guidance, knowledge content, routing, and measurable service expectations.
• Establish launch staffing, nesting, proficiency, contingency, and escalation plans aligned to volume forecasts and program complexity.
• Lead patient and provider support across voice and digital channels, case follow-up, program education, refill coordination, status updates, outbound outreach, and service recovery.
• Own service level, speed to answer, abandonment, responsiveness, first-contact resolution, transfer rate, repeat contacts, quality, satisfaction, and complaint outcomes.

Skills

Licensed Pharmacist

Omnichannel leadership

Quality assurance

Education

Bachelor's degree or equivalent progressive experience in contact center, patient services, provider serv

Job description

Humana seeks an Associate Director of Mail Operations Pharmacy to lead patient and provider service across multiple channels, ensuring service quality, timeliness, and regulatory compliance.

This leader will establish the service operating model, staffing, training readiness, and performance routines, while partnering with Access, Clinical Operations, Implementation, Workforce Management, Quality, and external vendors.