Job Summary: This position will provide the strategic leadership, management, and oversight for five mail order pharmacy contact centers across the national program and will be responsible for creating a shared services environment for the complete portfolio of pharmacy contract centers (fourteen across the program). The position will have a national scope and responsibility to lead the strategic direction, operational strategy, and implementation of operational and technological best practices. This position will be responsible for the development and implementation of product/service standards to ensure quality and consistency for the pharmacy contact centers in accordance with departmental, regional standards and government laws and regulations. The Executive Director will work in collaboration with pharmacy market leaders and other contact center operations including Clinical Contact Center (CCC) and the Member Services Contact Center Shared Service to establish and maintain a consistent member contact center experience. They will direct department managers, champion projects and initiatives, establish enterprise standards and performance measures based on best practices to develop market leading capabilities across the program and meet service level expectations.
Essential Responsibilities: - The position will have operational responsibility for five mail order contact centers and will be accountable for a multi-year strategy to establish a shared services environment for the pharmacy contact center operations including operational ownership.
- Provides strategic oversight for all pharmacy contact centers across the program, including home delivery, outpatient, and clinical contact centers.
- Directs and influences Pharmacy contact center operations (through regional management teams) across the program to service level expectations and performance targets.
- Leveraging the creation and continuous iteration of call analytics, the position leads the team accountable for the identification of call patterns and drivers which expose operational and market-based care delivery strategies to improve operational efficiency, lowering cost to serve while we improve the overall member experience.
- Through influence and ongoing leadership, this position supports markets in the continuous improvement process for care delivery workflows which drive call volume, digital usage, and telephone handle time.
- Supports compliance and the Principles of Responsibility (Kaiser Permanentes Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to the applicable federal, state and local laws and regulations, accreditation and licenser requirements (if applicable), and Kaiser Permanentes policies and procedures.
Basic Qualifications: Experience - Minimum ten (10) years of process improvement and customer care/service experience.
- Minimum eight (8) years of progressive leadership experience with large operational organizations, preferably with management experience in an inbound customer service call center.
- Minimum five (5) years of experience in any combination of the following: Appointing, Advice, Patient Access, Health Plan Information, Call Center, or Contact Center.
Education - Bachelors degree in healthcare administration, public health, business, finance or a related field OR four years (4) of directly related experience required.
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration Additional Requirements: - Demonstrated ability to collaborate, communicate influence and work effectively with senior leadership and a broad cross section of business and project management leadership from a broad range of functional areas. Prior experience that demonstrates leadership in developing strategic initiatives and driving change across very large, decentralized organizations.
- Demonstrated competency in the areas of change management, influence, negotiation skills, staff development, coaching and motivation.
- Clear and effective written and verbal communication skills. Able to communicate complex subjects and issues clearly and quickly to a broad range of audiences.
- Experience in leading successful large scale business transformation initiatives.
- Experience as a strong leader with a collaborative nature who can develop solutions, with multiple and geographically dispersed stakeholders, to complex process and organizational issues.
- Experience effectively working in a complex matrix relationship.
Preferred Qualifications: - Minimum three (3) years project management experience in contact center optimization preferred.
- Healthcare experience in a health plan, managed care organization, medical group or hospital setting preferred.
- Masters degree preferred.
- Pharmacist licensure requirement preferred.
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