Pharmacy Operations Program Manager

Valeris; Louisville (KY); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision plans

HSA- and FSA-eligible options

401(k) matching

Paid time off

Holiday and family leave

Career growth opportunities

Job summary

Valeris is seeking a Program Manager, Pharmacy Operations to lead client-facing pharmacy programs and ensure operational excellence, KPI delivery, and adherence to service levels.

You will bridge the client and internal pharmacy teams, manage governance, performance reviews, and cross-functional coordination to support audits and continuous improvement, while safeguarding patient confidentiality and regulatory compliance.

Qualifications

• Minimum 3 years leading pharmacy or delivery operations
• 5 years in health care industry
• KY Pharmacy Technician License (active)
• Previous personnel management experience
• Experience in high-volume/mail-order pharmacy environments
• Strong communication and integrity

Responsibilities

• Lead day-to-day operations for pharmacy programs and ensure SLA adherence
• Manage staffing levels across peak and onboarding
• Drive KPI tracking, client governance, and quarterly reviews
• Coordinate cross-functionally with internal pharmacy teams
• Support audits, data requests, and process improvements
• Serve as primary client contact and SME for programs
• Develop and maintain training materials and coaching for the team
• Ensure compliance with HIPAA, OSHA, and state/federal regulations

Job description

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com.

The Program Manager, Pharmacy Operations is a client-facing leader responsible for the successful operational execution and ongoing performance of assigned pharmacy programs. Serving as the primary point of contact for the client, this individual is accountable for translating client expectations, contractual commitments, and program requirements into effective pharmacy operations.

This role serves as the critical connection between the client and internal pharmacy teams, ensuring programs are executed with operational excellence, key performance indicators (KPIs) and service-level expectations are consistently achieved, and risks or performance gaps are proactively identified and addressed.

The Program Manager will lead ongoing client governance, performance reviews, Quarterly Business Reviews (QBRs), audit readiness, continuous improvement initiatives, and cross-functional coordination across pharmacy operations.

Key Responsibilities

• Supervise and assist the pharmacy operations teams in day-to-day operation of free goods program
• Maintain staffing levels during peak season, normal season and for on-boarding new clients to ensure daily program staffing levels are consistent with daily program needs
• Ensure that quality of work meets or exceeds the PharmaCord expectation in accordance with all regulatory requirements
• Ensure program is staffed sufficiently and executes operations within defined SLA
• Continually seek to improve operational workflows and employee efficiency
• Maintain professional standards during internal and client-facing interactions
• Observe legal and ethical guidelines for safeguarding the confidentiality of patient and proprietary PharmaCord information
• Adhere to appropriate safety and quality assurance practices
• Comply with state and federal laws up to and including State Board of Pharmacy, OSHA, HIPAA, etc.
• Assist the Director, Pharmacy and Associate Director, Pharmacy Operations with a variety of operational activities as well as support for internal and external audits
• Assist with current and ad hoc internal and external data requests
• Assume main point of pharmacy contact with assigned client accounts. As the main point of contact within the pharmacy, responsibilities include, but are not limited to; maintaining a good relationship between the client and the pharmacy; serve as an operational contact and SME for the client; attend periodic client calls/meetings to represent the pharmacy; take ownership of tracking KPIs; serve as the conduit between the PharmaCord pharmacy and the PharmaCord operations team to ensure continuity of operations that meets program expectations.
• Communicate with internal operational contacts regarding program design, daily operations and best practices. Provide consultative support where issues arise on how obstacles can be overcome to ensure timely shipments
• Provide timely feedback to the company regarding service failures or customer concerns
• Develop, implement and monitor pharmacy training materials
• Assist with team hiring, development and training
• Identify, hire and retain quality associates as needed
• Support the efforts of the pharmacy training resources to on-board, train and retrain new employees
• Assist with team training and re-training to ensure quality and proficiency in their roles
• Provide consistent, timely coaching and development for direct reports in your functional area
• Utilize Valeris’ values as the driving force behind the team’s success
• On time adherence to training deadlines for all corporate policies and procedures
• Ensure all SOPs are followed with consistency
• Perform additional tasks or projects as assigned

Qualifications

• At least 3 years of experience supervising pharmacy and/or delivery operations preferred
• 5 years of experience in the health care industry required
• Possess Current, unrestricted KY Pharmacy Technician License
• Previous personnel/team management experience is required
• Retail, hospital or high-volume/mail-order pharmacy experience preferred
• Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners)
• Ability to handle personal health information with confidentiality
• Commitment to honesty and integrity
• Professionalism and a strong sense of proper business and customer service etiquette
• Clear verbal and written communication skills
• Accountability for results
• Ability to plan and prioritize tasks and strong attention to detail
• Proficient emotional intelligence (ability to recognize emotions and their effects)
• Ability to manage disruptive impulses and handle potentially stressful customer interactions
• Proficient computer skills
• Adaptability to change
• Personal initiative and commitment to team and organizational goals
• Ability to work effectively within a team
• A positive attitude!

Physical Demands & Work Environment

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.
• Although very minimal, flexibility to travel as needed is preferred.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.

Why Work for Valeris?

• Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
• Additional health support, including telehealth and Employee Assistance Program (EAP) services
• Company match on Health Savings Account contributions
• Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
• Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
• 401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
• Paid Time Off (PTO) and Sick Leave to support work-life balance
• Team members receive nine paid holidays plus two floating holidays
• Opportunities for advancement in a company that supports personal and professional growth
• A challenging, stimulating work environment that encourages new ideas
• Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
• A mission-driven, inclusive culture where your work makes a meaningful impact

Any offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.

Our Commitment to Equal Opportunity

At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.