Director of Pharmacy, Customer Service

Description

Position Summary:

The Director of Pharmacy, Customer Service leads the strategic development, process development, workflow, growth, and operations of the customer Service team supporting pharmacy operations. This role is also responsible for improving the synergy between the pharmacy and key collaborative partners to improve patient care, process flow, communication, and program outcomes. The Director will work with other leadership members to identify areas of opportunity and growth for its related product lines. They will improve overall operational efficiency for better patient outcomes and support the diversification growth strategy for the company. 

Essential Functions and Job Responsibilities:

• Develops and monitors operational budgets including variance analysis, return on investment, and appropriate action plans for remediation.
• Identifies cost reductions/efficiencies/revenue enhancements and makes any changes within areas of responsibility.
• Identifies and implements strategies to increase revenue and market share for defined programs.
• Uses critical thinking and problem-solving skills to achieve departmental goals and balance workload.
• Integrates industry best practices and evidence-based practice into programs and standards of care.
• Develops effective program models and measures patient-centered outcomes rather than product-line-centered.
• Consistently manages operating teams to ensure achievement of organizational values, goals, strategic plan, and mission. 
• Responsible for ensuring all clinical, patient care and compliance processes are followed with oversight of roles including licensed pharmacy technicians, registered pharmacists and pharmacy specialists. 
• Ensures departmental completion and compliance with Company Quality Improvement initiatives and objectives and meets ACHC and regulatory requirements.
• Responsible for selection and hiring of qualified staff, ensuring an effective on-boarding, and providing comprehensive training and regular feedback.
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Establishes annual goals and objectives for the department based on the organization’s strategic goals.
• Responsible for achieving organizational performance and retention goals, including timely completion of performance evaluations.
• Collaborate with leadership to develop the Customer Service program and improve patient satisfaction. 
• Work with mid-level managers to create daily, weekly, monthly, and quarterly key performance Indicators.  
• Work with the pharmacy team to develop workflow processes that optimize the patient experience, improve efficiencies, and maximize growth of the pharmacy channel 
• Assesses and set goals for all related metrics including productivity, denial management, days sales outstanding, accounts receivable turnover, accounts receivable aging composition, account volume per office, etc.
• Drive team member engagement, recognition, and retention 
• Develop and maintain working knowledge of current HME products and services offered by the company.
• Maintain patient confidentiality and function within the guidelines of HIPAA.
• Completes assigned compliance training and other educational programs as required.
• Maintains compliance with AdaptHealth’s Compliance Program.
• Perform other related duties as assigned.

Management/Supervision:

• Responsible for selection and hiring of qualified staff, ensuring an effective on-boarding, and providing comprehensive training and regular feedback.
• Develops and implements SOPs for the organization and ensures follow through with the team daily 
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Establishes annual goals and objectives for the department based on the organization’s strategic goals.
• Responsible for achieving organizational performance and retention goals, including timely completion of performance evaluations.

Competency, Skills, and Abilities:

• Leadership Skills
• Strong ability to co-manage in a multi-site environment.
• Independent thinker and decision maker
• Strong analytical and problem-solving skills with attention to detail
• Excellent verbal and written communication
• Ability to implement changes wi