Director, Pharmacy Operations (mail order pharmacy)

The Director of Operations for Mail Order Pharmacy is responsible for leading all aspects of daily operations within the mail order pharmacy environment. This includes prescription processing, order fulfillment, call center operations, logistics coordination, and quality assurance. The Director will ensure compliance, scalability, efficiency, and exceptional service delivery as the pharmacy supports high-volume prescription fulfillment.

Operational Leadership

• Direct the end-to-end mail order pharmacy workflow, including prescription intake, verification, dispensing, packaging, and shipping.
• Oversee front-end prescription processing, clinical (pharmacist review), and fulfillment teams to ensure operational consistency and high productivity.
• Ensure operational readiness for scaling capacity to meet peak demand and growth targets.

Team & Performance Management

• Lead and mentor pharmacy managers, supervisors, pharmacists, technicians, and support staff across all shifts.
• Set clear KPIs and performance goals related to script volume, turnaround time, service levels, and accuracy.
• Drive accountability, continuous training, and staff engagement.

Compliance & Quality Oversight

• Ensure full compliance with federal and state Board of Pharmacy regulations, DEA, and accrediting bodies (e.g., URAC, ACHC, NABP).
• Oversee quality assurance processes, audits, incident management, and continuous improvement plans.

Process Optimization & Technology Enablement

• Identify workflow bottlenecks and implement process improvements using lean principles and automation tools.
• Collaborate with IT, development teams, and vendors to enhance pharmacy management systems, automation, and shipping solutions.

Customer Service & Call Center Support

• Partner with the pharmacy call center leadership to ensure optimal service levels, patient communication, and resolution of issues.
• Monitor service metrics such as average speed to answer (ASA), abandonment rates, and first-call resolution.

Inventory & Logistics

• Oversee inventory management processes, including purchasing, reconciliation, returns, and controlled substance handling.
• Collaborate with logistics and shipping partners to ensure accurate, timely, and cost-effective delivery of medications.

Strategic Planning & Growth

• Support strategic planning and business development initiatives for expanding mail order capabilities and new service lines.
• Provide operational input into pricing, contracting, and new payer relationships.

Requirements

Education & Licensure:

• Doctor of Pharmacy (PharmD) or Bachelor’s in Pharmacy (RPh) required
• Active pharmacist license in good standing

Experience:

• 7–10 years of leadership experience in pharmacy operations, with at least 3–5 years in a high-volume mail order or central fill pharmacy setting
• Experience leading fulfillment operations, managing automation, and scaling service delivery

Skills & Competencies:

• Strong people leadership and change management skills
• Familiarity with pharmacy automation, robotics, and workflow optimization tools
• Excellent communication and organizational skills
• Proficient with pharmacy systems
• Ability to manage budgets, forecast staffing needs, and support organizational growth

Key Metrics for Success

• Average turnaround time (TAT) from prescription receipt to shipment
• Order accuracy and dispensing error rate
• Call center service levels (ASA, call abandonment, first call resolution)
• Compliance audit scores
• Prescription fulfillment capacity utilization
• Staff productivity and retention
• Cost per script and operational efficiency

Benefits

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance
  

AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by fe