ED, National Pharmacy Contact Centers
Downey, CaliforniaAs part of the pharmacy team with Kaiser Permanente, you’ll learn and grow as you help make a difference in the lives of everyone in our communities. Whether you’re working with patients, partnering with physicians, or collaborating with colleagues, you’ll play a key role in an information-rich environment. One where your development will be supported and your skills will be challenged as you work at the top of your license. If you want to explore opportunities beyond your role, we provide a wide array of professional growth opportunities to help our pharmacy team advance their skills and careers. If you believe in the continued pursuit of excellence, there’s no better place to put your beliefs into practice.
- Job Type: Full-time
- Job Level: Director/Senior Director
- Travel: Yes, 5 % of the Time
- Pay Range: $229500 - $286875 / year
Success Profile
We’re looking for Pharmacy team members who possess the following traits.
- Collaborative
- Compassionate
- Flexible
- Multi-Tasker
- Team Player
- Results Driven
Benefits
We offer several benefits to our pharmacy team.
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Health Care Benefits
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Compensation
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Vacation, Holiday & Sick Leave
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Labor Management Partnership
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Work-Life Balance
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Healthy Workforce
Our Culture
As part of the Kaiser Permanente pharmacy team, you’ll collaborate with other team members and physicians to continually evolve and enhance patient care. You can also take advantage of our electronic medical record systems and our integrated technology platforms. It’s a unique opportunity to drive the future of care for all while leveraging your expertise to improve the total health of our members.
What Our People Are Saying
Alex
Outpatient Pharmacy Operations Manager
“I’ve felt real support every step of the way throughout my pharmacy career. I would not be the pharmacist I am today if I was not empowered to practice kindness and compassion, and be allowed to be me. I feel blessed to have been a part of this organization for the past 16 years.”
Osagie
Ambulatory Care Pharmacy Supervisor
“I have had multiple growth opportunities at Kaiser Permanente. I started as a Summer Youth intern, then I worked as an Apothecary Circle intern. After that, I received two years of pharmacy residency training here. I’ve always been supported with substantial resources like tuition reimbursement, business resource groups, as well as coaching and mentorship programs.”
Porsha
Director, Inpatient Pharmacy Services
“I chose Kaiser Permanente because of its presence in our communities. We acknowledge, support, cultivate, and nourish the body, soul, and spirit of each patient, employee, and community member. I wanted to be a part of such a phenomenal organization.”
Robert
Manager, Mail Order Call Center
“They encouraged me to work outside of my comfort zone. Now, I’m on a career path I would have never expected. I enjoyed my pathway to get here and it’s been a challenge. It really helped me grow as a person and as an employee. Kaiser Permanente supported me to be the manager I am today.”
Georgina
Project Manager
“I joined Kaiser Permanente as a young mother with a family. I knew this was a stable company with great pay and benefits, and many opportunities to grow. I’ve always experienced flexibility and growth and we’re encouraged to serve our communities and to have a work-life balance.”
Michelle
Pharmacy Clerk
“When you join Kaiser Permanente, you have access to a wealth of experience in the health care industry. You’ll learn about more than medications. You’ll gain experience in customer service, data entry, and other valuable areas. I enjoy supporting our pharmacists and ensuring my patients receive the medications they need.”
ED, National Pharmacy Contact Centers
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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.
- 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.
- 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.
- 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.
- N/A
- 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.
- 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.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
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