At a Glance
- Tasks: Lead pharmacy operations, ensuring top-notch service and compliance while managing a dynamic team.
- Company: Join Everise, a global experience company that values diversity and innovation.
- Benefits: Enjoy competitive pay, flexible work options, and a supportive culture focused on growth.
- Other info: Be part of a recognised workplace with opportunities for career advancement.
- Why this job: Make a real impact in healthcare by enhancing customer experiences and leading a passionate team.
- Qualifications: 5+ years in operations management with a focus on pharmacy or healthcare services.
The predicted salary is between 31500 - 38500 £ per year.
Company Overview
Join us on our mission to elevate customer experiences for people around the world.
As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation.
Our dedication to our purpose and people is being recognized by our employees and the industry.
Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture.
Through the power of diversity, we celebrate all cultures for their uniqueness and strengths.
With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us.
Find a job you’ll love today!
Position Summary
The Senior Operations Manager, Pharmacy Services owns end-to-end performance of a multi-tiered pharmacy contact center operation, with direct oversight of Pharmacists (Participant Services) and Pharmacy Technicians (Tech I, Participant Services).
This role is accountable for service levels, quality, compliance, and participant experience across inbound and outbound prescription transfers, verbal prescription intake, and escalated clinical and non-clinical inquiries.
The Senior Operations Manager ensures the team operates within licensing, regulatory, and client requirements while driving measurable improvements in efficiency and satisfaction.
- Direct Reports
- This role has direct oversight of the following positions and their respective teams:
- Pharmacist, Participant Services – licensed pharmacists who manage verbal prescription intake, clinical review, prescriber communication, and inbound/outbound prescription transfers.
- Pharmacy Technician I, Participant Services – certified technicians who serve as the first point of contact for participants and prescribers, resolving non-clinical requests and routing clinical issues to Pharmacists.
(Team Leads or Supervisors within either function may also report to this role, depending on site structure.)
Key Responsibilities
- Lead and manage the daily operations of the Pharmacist and Pharmacy Technician teams, ensuring service level, quality, and compliance targets are consistently met.
- Oversee queue and workflow management across prescription transfers, verbal prescription intake, and multi-department escalations spanning Pharmacy, Shipping, Customer Care, Finance, Claims Processing, and Eligibility.
- Ensure the escalation pathway from Pharmacy Technician (initial contact) to Pharmacist (clinical review) runs smoothly and resolves participant issues on first contact wherever possible.
- Partner with Workforce Management to build and maintain rotating weekend and holiday coverage schedules that meet licensing and staffing requirements.
- Track and maintain license and certification compliance (e. g., AZ/TX Pharmacist and Pharmacy Technician licenses, CPh T certification) across direct reports.
- Monitor, analyze, and report on core KPIs, including average handle time, first-contact resolution, quality/accuracy scores, and participant satisfaction.
- Coach, develop, and support the hiring and onboarding of Pharmacist and Pharmacy Technician staff and any team leads/supervisors within the function.
- Identify and lead process improvement initiatives that simplify complexity for both staff and participants, in line with Everise's commitment to agile execution.
- Ensure the team's practices align with client program values, HIPAA, and applicable state pharmacy board regulations.
- Manage remote, hybrid, or on-site work arrangements for the team based on performance, business need, and program requirements.
- Required Qualifications
- 5+ years of operations management experience in a contact center, pharmacy, or healthcare services environment, including direct leadership of licensed clinical staff.
- Demonstrated experience managing performance against service-level agreements and quality/compliance metrics.
- Strong understanding of pharmacy licensing requirements (e. g., state Pharmacist and Pharmacy Technician licensure) and the ability to track compliance across a team.
- Experience building and managing rotating schedules, including weekend and holiday coverage.
- Advanced verbal and written communication skills, with the ability to represent the team to clients, prescribers, and cross-functional partners.
- Proven ability to coach, develop, and retain talent in a fast-paced, regulated environment.
- Preferred Qualifications
- Pharm D, BS in Pharmacy, or prior experience as a licensed Pharmacist or Pharmacy Technician.
- Prior experience supporting a CVS Health/Caremark or similar PBM client program.
- Experience with workforce management, quality monitoring, and reporting tools used in contact center operations.
- Familiarity with diabetic supply processes and pharmacy navigation systems (e. g., LINKS, Compass) or equivalent platforms.
- Analytical and research skills to evaluate escalated issues, identify root causes, and drive resolutions.
Education
- Bachelor's degree required.
- Pharm D, BS in Pharmacy, or equivalent clinical/pharmacy background strongly preferred.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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Senior Operations Manager, Pharmacy employer: Everise
Everise is an exceptional employer that champions a dynamic and inclusive work culture, offering remote flexibility while fostering collaboration across global teams. With a strong emphasis on professional growth, employees benefit from extensive training opportunities and the chance to lead impactful B2B events that drive business success. Located near NYC, the company provides unique networking opportunities and access to industry leaders, making it an ideal place for ambitious professionals seeking meaningful careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Operations Manager, Pharmacy
✨Unlock Networking Opportunities
Dive into industry-specific events like pharmaceutical conferences and seminars, where you can meet hiring managers from companies like Everise. These are goldmines for making connections and learning about job openings before they hit the mainstream job boards.
✨Join Relevant Professional Bodies
Get involved with organisations such as the Royal Pharmaceutical Society or your local pharmaceutical professionals' network. Being an active member can boost your credibility and may even lead to job referrals in top organisations like Everise.
✨Leverage Internships for Full-time Roles
If you can, consider pursuing internships in the pharmaceutical industry, especially with companies like Everise. These opportunities often pave the way for full-time positions and allow you to demonstrate your capabilities firsthand.
✨Tailor Your Approach
When you're applying for roles, don't rush it! Take the time to customise your applications for specific positions, showcasing relevant skills and experiences that align with what Everise is looking for. A tailored application can really make you stand out!
We think you need these skills to ace Senior Operations Manager, Pharmacy
Some tips for your application 🫡
Showcase Your Relevant Experience:When applying for a role in the pharmaceutical industry, it's crucial to highlight any relevant experience you have. Whether that's internships, lab work, or even related coursework, make sure to weave this into your CV and cover letter. We want to see how your background aligns with the role you're applying for at Everise!
Emphasise Your Understanding of Regulations:The pharmaceutical industry is heavily regulated, so it's important to indicate your familiarity with industry standards and regulations. In your cover letter, mention any training or certifications you've received that are relevant, or discuss projects where you’ve navigated compliance. This will show Everise that you're not just a fit for the job but also a safety-conscious candidate!
Tailor Your CV to Be Result-Driven:Craft your CV to highlight quantifiable achievements, especially if you have previous roles in pharmaceuticals or related fields. Use metrics to demonstrate your impact, such as improved processing times or successful project completions while working on trials. This analytical approach will resonate well with hiring managers at Everise!
Convey Your Passion for the Industry:In your cover letter, express why you are passionate about working in the pharmaceutical sector. Whether it’s your desire to contribute to groundbreaking drug research or improve patient outcomes, let it shine through! At Everise, we value candidates who are truly enthusiastic about their work—you might just stand out from the crowd.
How to prepare for a job interview at Everise
✨Understand the Science
Make sure you brush up on key pharmaceutical concepts and recent developments in the industry. You might get asked some technical questions during the interview at Everise that show your grasp of drug development processes or regulatory requirements, so be ready to discuss them clearly.
✨Showcase Relevant Experience
If you have any hands-on experience or internships in a laboratory setting, be sure to highlight these in your responses. Think about the projects you worked on, the methodologies you used, and the impact you made. It's all about telling a story that connects your background to the role you're applying for.
✨Know Their Products
Take some time to familiarise yourself with Everise’s product range and recent breakthroughs. Understanding their portfolio not only shows your enthusiasm for the role but also allows you to ask insightful questions that demonstrate your interest in actively contributing to their projects.
✨Be Ready for Regulatory Scenarios
In a full-time pharmaceutical role, understanding the regulatory landscape is crucial. Prepare for situational questions that may test your problem-solving skills concerning compliance and safety standards. You could be asked how you'd handle a hypothetical issue regarding a drug’s market release, so think through your approach.
