Pharmacy Contact Center Manager (Hybrid)

Alignment Healthcare; Orange (CA); Hybrid; USD 59,000 - 88,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

Alignment Health seeks an experienced Pharmacy Operations Manager to lead a team of Pharmacy Technician Leads and Technicians in a fast-paced call center. You will drive performance, optimize workflows, and partner with leadership to ensure regulatory compliance and high service delivery.

You will mentor staff, manage performance, and translate strategic priorities into daily workflows while supporting audit readiness and member satisfaction in a hybrid onsite model.

Qualifications

• 5+ years of experience managing pharmacy-focused contact center operations.
• Experience leading pharmacy technicians and technician teams in a call center.
• Strong knowledge of regulatory requirements and audit readiness.

Responsibilities

• Lead, coach, and develop Pharmacy Technician Leads and Pharmacy Technicians.
• Drive team performance and provide ongoing feedback, mentoring, and career development.
• Translate strategic priorities into effective daily workflows.
• Foster a culture of accountability, engagement, and continuous improvement.
• Partner with pharmacy leadership to implement workflow enhancements and policies.
• Ensure compliance with departmental procedures and regulatory requirements.
• Support audit readiness and documentation quality standards.
• Collaborate on claims processing issues and PBM interactions.
• Improve pharmacy quality outcomes, Star performance, and member satisfaction.
• Support pharmacy programs, campaigns, quality initiatives, and PBM oversight.

Skills

Leadership

Team management

Communication

Workflow coordination

Performance monitoring

Coaching

MS Office Suite

Pharmacy systems

CRM tools

Education

High school diploma or equivalent

Associate's or Bachelor's degree in healthcare, business, or a related field

Active Pharmacy Technician licensure

Tools

MS Office Suite

Pharmacy systems

Claims platforms

CRM tools

Job description

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

Lead a Team That Improves Member Outcomes

Alignment Health is seeking an experienced and people-focused Pharmacy Operations Manager to lead a team of Pharmacy Technician Leads and Pharmacy Technicians supporting pharmacy operations in a fast-paced call center environment.

In this role, you'll drive team performance, optimize workflows, support pharmacy quality initiatives, and help improve member and provider experiences. You'll partner closely with pharmacy leadership and cross-functional teams to ensure operational excellence, regulatory compliance, and strong service delivery.

Hybrid Schedule: Managers are expected to work onsite 2-3 days per week.

What You'll Do

• Lead, coach, and develop Pharmacy Technician Leads and Pharmacy Technicians.
• Monitor team performance and provide ongoing feedback, mentoring, and career development.
• Conduct performance evaluations and support performance management activities.
• Translate strategic priorities into effective daily workflows.
• Foster a culture of accountability, engagement, and continuous improvement.
• Partner with pharmacy leadership to implement workflow enhancements and operational policies.
• Ensure compliance with departmental procedures and regulatory requirements.
• Support audit readiness and documentation quality standards.
• Assist with claims processing issues, PBM interactions, and member/provider communications.
• Collaborate across teams to improve pharmacy quality outcomes, Star performance, and member satisfaction.
• Support pharmacy programs, campaigns, quality initiatives, and PBM oversight activities.

Leadership Responsibilities

• Recruit, hire, onboard, train, and develop team members.
• Assign and monitor workloads.
• Coach, counsel, and manage performance.
• Build a high-performing, engaged technician team.

Qualifications

Required Experience

• 5+ years of experience managing pharmacy-focused contact center operations or related experience.

Preferred Experience

• Managed care experience.
• Medicare Part D experience.
• Pharmacy quality program experience.

Strongly Preferred

• Understanding of pharmacy operations, providers, members, and medication adherence.
• Experience managing work that directly impacts Part D Star measures.
• Experience leading large teams of pharmacy technicians.
• Demonstrated ability to build credibility, improve morale, and develop high-performing teams.
• Experience in a pharmacy or provider environment.

Education

Required

• High school diploma or equivalent.

Preferred

• Associate's or Bachelor's degree in healthcare, business, or a related field.

Strongly Preferred

• Active Pharmacy Technician licensure.

Skills for Success

• Strong leadership and team management capabilities.
• Excellent communication and relationship-building skills.
• Experience with workflow coordination, performance monitoring, and coaching.
• Proficiency with Microsoft Office Suite and pharmacy systems, including claims platforms and CRM tools.

Why Join Alignment Health?

• Lead a team that directly impacts member health outcomes and medication adherence.
• Influence pharmacy quality initiatives and Part D Star performance.
• Partner with experienced pharmacy and operational leaders.
• Join a mission-driven organization focused on innovation, quality, and exceptional member care.
• Enjoy a hybrid work environment that balances collaboration and flexibility.

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range: $58,531.00 - $87,797.00

Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.