Pharmacy Operations Manager

Location:

Pay Range:

The Pharmacy Operations Manager is responsible for supporting the Associate Director of Pharmacy Services in the management of AON Pharmacy's Clinical Pharmacists and select technician teams. This includes the continuous monitoring and improvement of prescription processing creation and maintenance of relevant policies and procedures, supervision and training of staff, implementation of clinical initiatives and projects, and quality assurance. Demonstrates working knowledge of all facets of role, relevant regulations, and organizational and departmental policies and procedures. Performs other duties and projects as assigned. Performs all duties in accordance with regulatory requirements and organizational policies and procedures.

KPA 1 - Operations and Procedures

• Continual evaluation of operations processes and procedures, identifying opportunities for improvement, and monitoring/measuring key performance indicators.

• Provide continual evaluation of pharmacy operational processes and procedures. Responsible for identifying opportunities to improve operations, efficiency, and service for processing prescriptions.

• Work closely with the Compliance Manager and other leadership to manage regulatory change management process and programs by establishing work procedures and processes that support AON, ACHC, and URAC standards, procedures, and strategic directives. Work closely with the clinical pharmacy team to develop and implement new pharmacy operating procedures.

• Direct the operational activities of the Pharmacy through the design and implementation of solutions to complex compliance and operational challenges pertinent to respective teams.

KPA 2 - Compliance and Quality Management

• Collaborates with the management team to establish and maintain standard operating procedures and ensures communication to entire pharmacy staff. Participate in QM project design and implementation.

• Will have a working knowledge and be an active participant in preparation for URAC, ACHC, NABP, and additional accrediting bodies.

• Maintain REMS Regulatory Compliance.

• Monitor compliance to pharmacy operation policies and procedures and provide consultation to senior management on compliance measures and accountabilities.

• Ensure all operational policies and procedures meet accreditation standards, HIPAA compliance, and local state and federal pharmacy regulations.

• Actively participate in the Quality Management Committee meetings.

KPA 3 - Workflow and Metrics

• Responsible for maintaining a positive workflow by monitoring, prioritizing, and assigning tasks to Pharmacists in the corresponding workflow queues. Will utilize and analyze metrics to ensure all patients are satisfactorily managed and orders are processed in a timely manner.

• Must have a working knowledge of pharmacy software queues and the corresponding workflows/procedures for the Pharmacist team and select technician teams.

• Will be responsible to monitor and analyze metrics for inbound/outbound calls and workflow/task metrics where applicable for the Pharmacist team and select technician teams.

• Will assist with workflow when needed.

• Will obtain BMS REMS Certification to assist with team workflow as needed.

• Will be responsible for utilizing Specialty Pharmacy Best Practices to minimize denials and recoupment from Pharmacy Benefit Managers (PBMs) This will encompass analyzing internal workflow, analysis of audits, and Specialty Pharmacy Trends.

KPA 4 - Resources and Education

• Will act as a clinical resource for the RPh, RN and technician teams, as well as other pharmacy departments.

• Must have a working knowledge of AON's oral chemotherapy formulary, specialty oncology clinical program components, pharmacy benefit trends and prior authorization programs.

• Will attend and participate in educational programs, in-services, and clinical trainings as needed.

• Will coordinate RPh staff meetings and ensure assigned technician teams are meeting routinely with respective coordinator/supervisor(s).

• Will coordinate and develop new employee orientation program for respective teams. Will assist in the coordination and development of any supplemental staff training programs.

KPA 5 - Employee Development and Mentoring

• Build and maintain a high performing team. Work closely with the management team to create a team environment ensuring communication within the department and cross-functionally as required.

• Approve bi-weekly timecards for accuracy and submit to Payroll by deadline.

• Work closely with other management team members to build relationships that create a team environment to set goals, i.e., workflow, cross-training, consistency, and troubleshooting problem areas.

• Perform all necessary supervisory functions to effectively and efficiently manage the personnel assigned:

  • Interview and make hiring decisions.

  • Ensure employees have appropriate training and other resources to perform their job.

  • Communicate areas of accountability and performance expected of personnel assigned.

  • Determine standards of performance as a basis to review progress of personnel assigned.

  • Recommend salary adjustments, transfers, promotions and exits.

  • Address disciplinary and/or performance problems according to company policy. Prepares warnings and communicates effectively with employees on disciplinary actions.

  • Create and maintain a cooperative and harmonious working climate conductive to maximize employee morale and productivity.

  • Approve time-off requests in a fair manner while ensuring adequate staff to maintain work productivity.

  • Develops individuals for future advancement.

  • Will conduct routine employee evaluations.

• Performs other duties and projects as assigned.

Education

• PharmD or BPharm required.

Certifications/Licenses

• Active State of Florida Pharmacist License required.

• Valid state Driver's License for travel to satellite offices and offsite meetings. Compliance with the company Driver Safety Operations and Motor Vehicle Records Check Policy is required.

Previous Experience

• Minimum 3 years experience in specialty, retail or similar work environment required.

• Prior supervisory/management experience required.

• Operational management experience preferred.

Core Capabilities

• Analysis & Critical Thinking: Critical thinking skills including solid problem solving, analysis, decision-making, planning, time management and organizational skills. Must be detailed oriented with the ability to exercise independent judgment.

• Interpersonal Effectiveness: Developed interpersonal skills, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness. Ability to work effectively with sensitive and confidential material and sometimes emotionally charged matters.

• Communication Skills: Good command of the English language. Second language is an asset but not required. Effective communication skills (oral, written, presentation), is an active listener, and effectively provides balanced feedback.

• Customer Service & Organizational Awareness: Strong customer focus. Ability to build an engaging culture of quality, performance effectiveness and operational excellence through best practices, strong business and political acumen, collaboration and partnerships, as well as a positive employee, physician and community relations.

• Self-Management: Effectively manages own time, conflicting priorities, self, stress, and professional development. Self-motivated and self-starter with ability work independently with limited supervision. Ability to work remotely effectively as required.

• Must be able to work effectively in a fast-paced, multi-site environment with demonstrated ability to juggle competing priorities and demands from a variety of stakeholders and sites.

• Leadership and Mentoring: Effectively lead and facilitate group discussions, coach, mentor, motivate, and engage others to align to a common goal. Ability to effectively lead projects from inception through implementation and assessment.

• Human Resources Management: Effectively hire, coach and support staff develop, as applicable, as well as manage resources, performance and employee relations, and supervise within established policies, procedures and legislation.

• Computer Skills: Proficiency in MS Office Word, Excel, Power Point, and Outlook required.

Travel: 0-25%

Remote: Yes

Standard Work Days/Hours: Monday to Friday 8:30 AM - 5:00 PM.

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