Supervisor, Pharmacy Operations/Call Center

JOB DESCRIPTION Job Summary Leads and supervises a team of pharmacy call center representatives and operations staff responsible to ensure that members have access to medically necessary prescription drugs. Contributes to overarching pharmacy strategy for optimization of medication related health care outcomes, and quality cost-effective member care. Essential Job Duties u2022 Hires, trains, develops, and supervises a team of pharmacy service representatives supporting processes involved with Medicare Stars and Pharmacy quality operations. u2022 Ensures that average phone call handle time, average speed to answer, and average hold time are compliant with Centers for Medicare and Medicaid Services (CMS) regulations. u2022 Ensures that adequate staffing coverage is present at all times of operation. u2022 Assists pharmacy leadership with monitoring and oversight of Molina's contracted Pharmacy Benefit Manager (PBM) for pharmacy contractually delegated functions. u2022 Responsible for key performance indicators (KPI) reporting to department leadership on a monthly basis. u2022 Participates, researches, and validates materials for both internal and external program audits. u2022 Acts as liaison to internal and external customers to ensure prompt resolution of identified issues. u2022 Assists pharmacy leadership in the collection and tabulation of data for reporting purposes and maintains files of confidential information submitted for review. u2022 Assures that activities and processes are compliant with CMS, National Committee of Quality Assurance (NCQA) guidelines, and Molina policies and procedures. u2022 Participates in the daily workload of the department, performing Representative duties as needed. u2022 Facilitates interviews with pharmacy service representative job applicants, and provides hiring recommendations to leadership. u2022 Provides coaching for pharmacy representatives, and helps identify and provide for training needs in collaboration with pharmacy leadership. u2022 Communicates effectively with practitioners and pharmacists. u2022 Collaborates with and keeps pharmacy leadership apprised of operational issues, including staffing resources, program and system needs. u2022 Assists with development of and maintenance of pharmacy policies and procedures u2022 Participates in the development of programs designed to enhance preferential or required targeted drugs or supplies. Required Qualifications u2022 At least 5 years of experience in health care, preferably within a health-related call center environment, or equivalent combination of relevant education and experience. u2022 Knowledge of prescription drug products, dosage forms and usage. u2022 Experience designing, implementing, monitoring, and evaluating metrics that measure call center agent productivity. u2022 Working knowledge of medical/pharmacy terminology u2022 Excellent verbal and written communication skills. u2022 Microsoft Office suite, and applicable software program(s) proficiency. Preferred Qualifications u2022 Supervisory/leadership experience. u2022 Certified Pharmacy Technician (CPhT) and/or state pharmacy technician license (state specific if state required). If licensed, license must be active and unrestricted in state of practice. u2022 Call center experience. u2022 Managed care experience. To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board. Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V Pay Range: $55,706.51 - $80,464.96 / ANNUAL Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.

Created: 2025-12-29