What are the responsibilities and job description for the Senior Manager, Pharmacy Operations - Express Scripts (Memphis, TN) position at The Cigna Group?
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POSITION SUMMARY
Key Responsibilities
The Sr. Manager of Pharmacy Operations is responsible for the day-to-day processing of prescription orders for Express Scripts Pharmacy, an Evernorth company. This position leads a team of pharmacy managers and supervisors that oversee staff level Technicians and Pharmacists. The Sr. Manager has responsibility for meeting performance metrics for their specific site: accuracy, productivity, and service delivery.
Essential Functions
Day-to-day order processing, managing client and patient issue escalations to pharmacy and client-facing leadership teams.
Works with Director of Pharmacy Practice (DPP) to manage a quality review. This includes root cause analysis and coaching-feedback loops to the Technician and Pharmacist Supervisors for accuracy issues on a daily, weekly, monthly basis.
Manages productivity results – managing, calibrating, and measuring all staff-level resources to consistent productivity targets for all functions.
Maintaining financial budgets and labor forecasts; performs monthly / quarterly service and productivity variance analysis.
Responsible for performance to Service Level targets and SLAs – order TAT, DIH targets, etc.
Coaches, mentors and leads a team of supervisors who manage staff-level pharmacists and certified technicians
Develops a ‘leadership bench’ from within organization – developing future Supervisors, Team Leads and Operations Managers.
Leads enterprise-level Work Stream teams to achieve maximum quality and efficiency for key functions
Required Skills
Bachelor’s degree or higher preferred
At least four years relevant operations leadership experience, front-end pharmacy operations preferred
Effective at managing change for a high producing workforce
Advanced problem solving skills with the ability to work cross-functionally to resolve issues and generate results among potentially conflicting constituencies
Analytical thinking, demonstrated ability to leverage data for problem solving
Basic financial analysis skills
Demonstrated ability to delegate to direct and indirect reports, ability to focus on top priorities
Excellent communication skills, including written and verbal
Able to work towards specific deliverables and meet deadlines
Knowledge of PBM or Healthcare industry preferred
Excellent customer service skills required
Operations knowledge and experience required – includes specific experience using data analytics and reporting as a means to manage Operational decision-making (staffing, demand planning, quality, etc)
This role is hybrid out of the Memphis, TN location.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
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Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.