[Hiring] Pharmacist Manager (Call Center Operations) @UnitedHealth Group

Role Description

The Operations Team Manager will report to the Director. The Operations Manager plays a critical leadership role responsible for overseeing a team of pharmacists, driving performance outcomes, and ensuring the successful execution of clinical programs. This role partners closely with cross-functional stakeholders, including program owners and leadership teams, to ensure program objectives, consult goals, and client expectations are consistently achieved.

• Lead, coach, and develop a team of pharmacist staff to achieve individual and departmental performance goals
• Monitor team performance through key metrics (e.g., consult completion, productivity, quality, adherence to schedules) and implement improvement plans as needed
• Foster a high-performance, positive work environment that promotes engagement, accountability, and continuous development
• Partner with program owners and cross-functional stakeholders to ensure program goals, client expectations, and consult targets are met
• Oversee execution of clinical and operational programs, ensuring alignment with departmental and business objectives
• Manage and support various projects related to call center operations, including process improvements, workflow optimization, and operational initiatives
• Utilize data and analytics to identify trends, gaps, and opportunities for process improvement and operational efficiency
• Provide regular feedback, coaching, and performance evaluations for team members
• Handle escalated issues, ensuring timely resolution while maintaining professionalism and member satisfaction
• Ensure compliance with HIPAA regulations, company policies, and operational procedures
• Maintain a strong understanding of call center operations, systems, workflows, and program requirements
• Communicate effectively with leadership and team members through meetings, reporting, and presentations
• Support departmental initiatives, special projects, and organizational changes as needed
• Demonstrate flexibility in scheduling to support business needs, including extended hours or peak operational periods
• Other duties as assigned by Director

Qualifications

• BS Pharm (RPh.), PharmD., or Pharmacy Residency experience
• Active, unrestricted Pharmacist license in Puerto Rico (Puerto Rico Board of Pharmacists)
• 5+ years of experience leading, supervising, or overseeing staff, preferably in a healthcare, pharmacy, or call center environment
• Experience using data and performance metrics to drive decision-making and improve outcomes
• Experience monitoring team performance and implementing performance improvement plans
• Solid leadership skills with the ability to motivate, coach, and develop team members
• Proven critical thinking and problem-solving skills to analyze situations and implement effective solutions
• Solid technical proficiency with Microsoft Office applications (Excel, PowerPoint, Outlook, Word)
• Excellent English verbal and written communication skills, including presentation abilities
• Solid understanding of business operations, departmental goals, and client expectations
• Ability to troubleshoot technical or operational issues and guide team members effectively
• Ability to work independently in a remote environment while managing multiple priorities
• Willingness to work flexible schedules, including extended hours as needed

Preferred Qualifications

• Experience in healthcare operations or clinical call center environments
• Experience managing clinical teams (pharmacists, nurses, or technicians)
• Experience with program management and/or project management
• Experience working in a matrixed or cross-functional organization
• Knowledge of call center operations, workflows, and performance metrics
• Familiarity with clinical programs such as MTM, adherence programs, or utilization management
• Advanced proficiency in data analysis and reporting tools

Soft Skills

• Inspire and motivate team members to achieve performance goals
• Lead by example and foster a positive, collaborative work environment
• Adapt to changing priorities, business needs, and operational challenges
• Demonstrate openness to feedback and a commitment to continuous improvement
• Maintain professionalism and a strong commitment to departmental success
• Clearly convey information, expectations, and instructions to team members
• Deliver effective presentations and communicate across all levels of the organization
• Maintain strong interpersonal communication with team members and leadership
• Demonstrate strong analytical and problem-solving skills, especially with escalated issues
• Make timely, informed decisions in a fast-paced environment
• Collaborate cross-functionally to resolve complex operational challenges
• Effectively manage and resolve conflicts within the team and with stakeholders
• Maintain composure and professionalism in high-pressure situations
• Demonstrate empathy and patience when interacting with team members and members