Associate Director, Pharmacy Hub Operations

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The Associate Director, Mail Operations Pharmacy ensures adherence to quality assurance standards, accurate tracking techniques and a review process prior to shipping medications to patients. Decisions are typically related to identifying and resolving complex technical and operational problems within department(s), and could lead multiple managers or highly specialized professional associates.

The Associate Director of Service Operations is responsible for building, launching, and leading the patient and provider service operation for the pharmacy hub. This leader owns the quality, timeliness, and consistency of inbound and outbound service across phone and digital channels, including patient support, provider support, case follow-up, status communications, refill and program coordination, service recovery, and complex issue resolution.

As a launch leader, the Associate Director will establish the service operating model, workforce practices, interaction standards, escalation pathways, and performance routines required to deliver a differentiated experience. The role partners closely with Access Operations, Clinical Operations, Implementation, Workforce Management, Quality, Training, Product, Technology, Analytics, Client Services, and external vendors.

The ideal candidate brings deep experience leading healthcare contact center, patient services, provider services, hub, PBM, specialty pharmacy, or other regulated service operations. Success requires strong omnichannel service leadership, disciplined workforce and performance management, and the ability to balance patient experience, client commitments, compliance, and cost to serve.

Key Responsibilities

Launch, Service Model & Readiness

Build the Service Operations model, including channels, hours of operation, staffing structure, interaction types, call flows, queue design, escalation paths, and service standards.

Partner with Implementation on requirements, workflow validation, user acceptance testing, training readiness, cutover, go-live, and hypercare; assume steady-state accountability after formal acceptance.

Translate patient, provider, client, and program needs into scripts, interaction guidance, knowledge content, routing, and measurable service expectations.

Establish launch staffing, nesting, proficiency, contingency, and escalation plans aligned to volume forecasts and program complexity.

Patient & Provider Service Performance

Lead patient and provider support across voice and digital channels, case follow-up, program education, refill coordination, status updates, outbound outreach, and service recovery.

Own service level, speed to answer, abandonment, responsiveness, first-contact resolution, transfer rate, repeat contacts, quality, satisfaction, and complaint outcomes.

Implement daily operating routines for real-time management, queue balancing, schedule adherence, backlog control, escalations, and recovery planning.

Use interaction and journey data to reduce effort, prevent avoidable contacts, improve resolution, and strengthen patient and provider trust.

Workforce, Quality & Coaching

Recruit, develop, and retain managers, supervisors, team leads, service specialists, and resolution specialists as the organization scales.

Partner with Workforce Management on forecasting, staffing, scheduling, shrinkage, intraday management, overtime, and capacity scenarios.

Establish interaction quality standards, calibration, coaching, nesting, knowledge reinforcement, and performance accountability.

Build a service culture that combines empathy, accuracy, ownership, compliance, and timely escalation.

Experience, Complaints & Resolution

Establish clear complaint, grievance, escalation, service recovery, and executive case pathways with defined ownership and documentation standards.

Monitor contact drivers, repeat contacts, transfer patterns, escalations, sentiment signals, and failure demand to identify systemic improvements.

Coordinate complex resolutions across Access, Clinical, fulfillment, vendors, technology, and client teams.

Ensure patient and provider communications are accurate, approved, accessible, and aligned with program requirements.

Cross-Functional & Client Partnership

Represent Service Operations in launch governance, operating reviews, client discussions, and experience-design forums.

Partner with Product and Technology on IVR, CRM, telephony, digital engagement, authentication, automation, and AI-enabled service capabilities.

Coordinate with Access Operations and Clinical Operations to create clear handoffs and avoid duplicate work or fragmented ownership.

Provide executive-level reporting on readiness, service performance, experience outcomes, capacity, risks, and corrective actions.

Use your skills to make an impact

Required Experience

Licensed Pharmacist in the state(s) of practice

Bachelor’s degree or equivalent progressive experience in contact center, patient services, provider services, hub services, specialty pharmacy, PBM, or healthcare operations.

5+ years of people leadership experience, including leadership of leaders or large, multi-channel service teams.

Demonstrated experience managing contact center KPIs, workforce management, quality, coaching, escalations, complaints, and service recovery.

Experience launching or transforming a contact center, patient support program, healthcare service function, or omnichannel operation.

Strong knowledge of regulated healthcare interactions, documentation, privacy, approved communications, and operational controls.

Strong executive communication, cross-functional influence, and data-driven decision-making skills.

Preferred Experience

Experience supporting pharmaceutical manufacturer patient support programs, specialty pharmacy, or complex therapy journeys.

Experience with cloud contact center, CRM, IVR, quality management, speech analytics, digital engagement, automation, or AI-enabled service tools.

Experience designing patient and provider journeys, self-service capabilities, knowledge management, and first-contact resolution programs.

Lean, Six Sigma, COPC, project management, change management, or related service-operations credentials or experience.

Additional Information:

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Work at home requirements:

To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.

Satellite, cellular and microwave connection can be used only if approved by leadership.

Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

SSN Alert:

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana's secure website

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided interne