Director of Call Center (Mail - Order Pharmacy)

SUMMARY: We are seeking an experienced, strategic, and patient-centered leader to oversee all aspects of our mail-order pharmacy call center operations. The Director of Call Center will ensure safe, compliant, and efficient medication access for patients, providers, and client partners. This leader will have full ownership of daily call center performance, workforce management, quality monitoring, and strategic process improvement for all inbound and outbound pharmacy contact channels.

DUTIES AND RESPONSIBILITIES:

• Operational Leadership

• Develop and execute a call center strategy that supports patient access, refill management, and program growth.
• Lead, mentor, and develop call center leaders (Supervisors and Team Leads) to foster a compliant, high-performance, patient-first culture.
• Drive culture alignment through coaching, communication, and change management as the organization scales.
• Performance and Quality Management
• Own all daily queue performance, quality assurance, and workforce management functions.
• Oversee Quality Assurance and Training programs to ensure consistent service, regulatory compliance, and ongoing staff development.
• Monitor call center KPIs, including ASA, AHT, ABR, First Contact Resolution, call transfer rate, patient and provider satisfaction, and agent quality scores.
• Forecasting and Workforce Planning
• Develop and maintain accurate forecasting models for inbound and outbound call volume across multiple programs and queues.
• Partner with Finance and Operations to align staffing models with budgeted FTEs, productivity goals, and call volume fluctuations.
• Manage scheduling, capacity planning, and workload balancing using workforce management tools (e.g., Verint).
• Provide weekly and monthly performance reporting to senior leadership, translating data into actionable staffing and workflow recommendations.
• Technology and Process Improvement
• Partner with IT, Pharmacy Systems, and Data Analytics to implement and optimize telephony, IVR, speech analytics, and secure patient messaging solutions.
• Identify, design, and implement scalable process improvements that enhance patient access, safety, and efficiency.
• Collaborate cross-functionally to ensure that pharmacy-specific workflows support fulfillment accuracy and timely patient communication.
• Governance and Compliance
• Ensure adherence to all HIPAA, DEA, state, and pharmacy regulatory requirements.
• Maintain rigorous governance around data privacy, call documentation, and patient interaction standards.
• Manage vendor and partner relationships with clear performance metrics and accountability.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises employees within the Pharmacy department.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.

Requirements

QUALIFICATIONS:

· Bachelor’s degree with 6+ years in patient services, reimbursement, access/support, or field-based healthcare operations; or Master’s with 4+ years; or Doctorate with 2+ years equivalent.

· Experience with electronic health records (EHR) and care management software.

· Bilingual abilities to support non-English speaking patients.

· Training in empathetic listening, trust-building, and culturally sensitive care.

· Knowledge of compliance protocols and regulatory requirements.

· Prior experience working with HCPs, specialty pharmacies, and reimbursement functions.

· Industry Knowledge – proficient understanding of the pharmaceutical industry, disease state, and drug distribution process (e.g., medical, specialty pharmacy, managed care systems, etc.)

· General understanding of Commercial, Medicare, and Medicaid drug coverage

· Understanding (Reimbursement and Patient Access) in the buy and bill space: Reimbursement and patient access knowledge with the ability to effectively convey/explain concepts to patients.

COMPETENCIES:

· Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.

· Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

· Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational value