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Business Operations Manager, Pharmacy - San Antonio, TX

UnitedHealth Group

San Antonio, TX
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Job Details

751714 Business Operations Manager Pharmacy San Antonio TX

Business Operations Manager, Pharmacy - San Antonio, TX (751714)

Position Description

Under the direction of the Director of Pharmacy Operations, the Business operations manager will be responsible for the end to end pharmacy operation activities-creating, controlling, and improving pharmacy care processes. The position will provide data expertise and recommendations related to staffing, resource planning and scheduling to ensure optimal call center performance and efficiency are achieved. The position will also be responsible for metric monitoring / oversight, quality reporting, analysis and audits, and updating and maintaining the department SOPs and P&Ps. This position is also responsible for developing plans and programs to support continuous quality improvement using applicable tools.



Primary Responsibilities:

  • Facilitates a Business Process Review workshop on a regular basis with all SMEs present to discuss opportunities, issues, and action plans

  • Assesses and makes recommendations for optimal call flow design, dialogs, and prompts to meet business requirements and to enhances the customer experience

  • Leads process design and project implementation teams in process improvement activities

  • Creates a process management system to monitor key performance indicators

  • Diagnoses process improvement opportunities and develops solutions using principles of process excellence and related tools

  • Ensures optimization of contact center technology including IVR, workforce management, call monitoring system, outbound dialer and other call center technologies

  • Continuously monitors and analyzes call center data to identify trends and recommend / develop realistic and effective strategies and solutions

  • Participates in designing, implementing  and evaluating systems, processes and methods designed to enhance quality, improve customer service and  reduce pharmacy related costs
  • Evaluates regularly the efficiency of business processes according to organizational objectives and ensures there’s good processes for improvements when necessary
  • Evaluates overall performance by gathering, analyzing and interpreting data and metrics
  • Partners with training staff to develop effective training materials utilizing a variety of media

  • Updates and maintains the department SOPs, job aids, workflow processes etc. in SharePoint

  • Performs all other related duties as assigned

Required Qualifications:

  • Bachelor's degree in Business Administration or related field or equivalent of 8 additional years of relevant experience

  • 4+ years of experience in healthcare

  • 4+ years of experience working as a Project Manager or Business Analyst

  • 4+ years of progressive responsibility with process improvement initiatives along with process mapping methodology and creating process maps

  • Intermediate proficiency with Microsoft Office applications to include Word, Excel, Visio, PowerPoint, MS Project and Outlook

  • Ability to manage multiple, complex, concurrent projects

  • Excellent written and verbal communication skills
  • Excellent relationship building skills
  • Planning and organizational skills to demonstrate leadership and initiative
  • Strong analytical and PC operation skills



Preferred Qualifications:

  • Master's degree in Business Administration or related field

  • 2 or more years of related experience in a call center or service operation

  • 3 or more years of hands on experience with forecasting, capacity planning and scheduling methodologies in a call center environment

  • Hands on experience with forecasting, capacity planning and scheduling software


Careers with WellMed. Our focus is simple. We're innovators in preventative health care, striving to change the face of health care for seniors. We're impacting 90,000+ lives, primarily Medicare eligible seniors in Texas and Florida, through primary and multi-specialty clinics, and contracted medical management services. We've joined Optum, part of the UnitedHealth Group family of companies, and our mission is to help the sick become well and to help patients understand and control their health in a lifelong effort at wellness. Our providers and staff are selected for their dedication and focus on preventative, proactive care. For you, that means one incredible team and a singular opportunity to do your life's best work.(sm)



Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Job Details

  • Contest Number751714
  • Job TitleBusiness Operations Manager, Pharmacy - San Antonio, TX
  • Job FamilyBusiness Operations
  • Business SegmentOptumCare

Job Location Information

  • San Antonio, TX
    United States
    North America
  • Other LocationsSan Antonio, TX

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelIndividual Contributor
  • ShiftDay Job
  • TravelNo
  • Telecommuter PositionNo
  • Overtime StatusExempt

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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