Location: On site- 5 Penn Center Blvd, Pittsburgh, PA 15205, Robinson Township

Hours: Monday- Friday, 8am-5pm

Responsibilities:

Team Management & Development

• Lead, coach, and mentor a team of Pharmacists, to ensure the delivery of top-tier care for our patients and clients.
• Coordinate and monitor workload distribution and productivity within and across teams, ensuring efficient operations and that performance metrics are consistently met.
• Drive hiring efforts, ensuring selection of qualified candidates who align with company culture and operational standards.
• Oversee the onboarding process, ensuring agents are equipped with necessary tools, knowledge, and resources to succeed.
• Conduct regular performance evaluations, providing constructive feedback and development plans for continuous improvement.
• Address underperformance promptly through coaching, improvement plans, or, when necessary, termination processes.

Operational Excellence

• Leverage data to assess team performance, making informed decisions to enhance efficiency and meet organizational goals.
• Monitor and manage workflow queues to ensure timely and accurate resolution of tasks.
• Set clear performance targets for agents and ensure adherence to service level agreements (SLAs).
• Identify operational challenges and implement innovative, data-driven solutions to optimize team and queue performance and productivity.
• Deliver exceptional service and patient satisfaction by owning and solving all escalated patient concerns.

Compliance & Quality Assurance

• Perform all tasks in a safe and compliant manner that is consistent with corporate policies as well as State and Federal laws
• Monitor quality standards by conducting audits and reviewing agent work for accuracy and compliance.
• Proactively identify and address any compliance risks or errors in operational processes.
• Ensure confidentiality of patient information and their records, and destruction of relevant documentation which contains patient information

Collaboration & Communication

• Foster open communication within the team to ensure alignment on goals and priorities.
• Communicate updates, changes, and best practices effectively to the team.

Leadership & Problem-Solving

• Serve as a role model for professionalism, accountability, and excellence in operations.
• Address escalations or complex issues promptly and effectively, ensuring satisfactory resolutions.
• Promote a positive work environment that values teamwork, accountability, and employee satisfaction.
• Foster continuous growth by developing Pharmacists and supporting their professional development; cultivate a positive, engaging work environment that inspires the team to excel and innovate.

Requirements:

• Graduated from an accredited College of Pharmacy.
• Active PA Pharmacist License in good standing and unrestricted with the Board of Pharmacy. Licensure in any other state(s) preferred; obtain additional pharmacist licensure as required.
• 5+ years of relevant work experience, including managing a team of 10 or more people. Strong leadership and coaching skills with the ability to motivate and develop teams, foster accountability and elevate team performance.
• Skillful communicator and demonstrated ability to connect with patients, colleagues, and management. Strong command of the English language.
• Strong technical aptitude and ability to learn complex new software
• Excellent organizational and multitasking abilities to manage competing priorities effectively.
• Expertise in leveraging data and technology to optimize processes, enhance operational efficiency, and drive continuous improvement. Data-driven mindset with experience in analyzing performance metrics and reporting.
• Critical thinking and problem-solving abilities, with a keen eye for detail and accuracy in managing complex, dynamic operations. Strong attention to detail with a high degree of accuracy.

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