Sr Director, PCP (Patient Care Pharmacy)

About the Team

As Senior Director of Patient Care Pharmacy, you’ll be a key leader for our Care Operations team. In this role, we’re looking for an individual who has extensive experience with complex practices and issues related directly to Pharmacy. The ideal candidate should have a strong set of management principles, deep pharmacy operations experience, a history of successful project management, and experience implementing training best practices to scale.

You will be the leader responsible for our Patient Care Pharmacy operations team that operates in 3 locations [San Francisco, Denver and Dallas]. You'll be responsible to drive operational performance to meet customer service levels along with identifying operational areas to  remove waste and shorten processing times that will significantly reduce our cost per shipment. You’ll own culture building through the team, measuring success through data, and ensuring our patients have excellent experiences. You will develop, manage, and drive appropriate Pharmacy operations KPIs to measure the performance of the team and individuals.  You will provide strategic direction and guidance to ensure employees are meeting and exceeding our patients’ needs through effective communication, problem solving, professionalism, and efficient processes while consistently hitting performance goals. This role will identify areas requiring process improvements that will allow us to scale effectively and efficiently and work with other stakeholder teams of process improvement, product and engineering to implement appropriate changes.

Our mission at Alto is to be the world’s most patient-centric pharmacy, where patients receive the care they deserve. We are building the best pharmacy for everybody, everywhere. You are passionate about our mission and have the desire to shape the future of pharmacy. You thrive in ambiguity and see this as an opportunity to forge the best path. You are a problem solver, identify patterns and issues, and implement  solutions. You are an inspiring and organized leader that truly values the impact Alto’s work makes on our patients. You always put the patient first. You are scrappy and resourceful, and view mistakes as an opportunity to go above and beyond.

The Senior Director of Pharmacy at Alto will:

• Significantly reduce our operational costs while improving the patient experience. 
• You’ll identify and drive the strategic initiatives that remove waste, lower handle times, and create automation to lower cost while improving the patient experience
• Demonstrate strong analytical skills and ownership for improving the operation

             ○  Own hiring and scheduling. Work closely with workforce management on forward staffing projections  

             ○  Evaluate current processes and identify areas for redesign and process improvement

             ○  Accurately collect and analyze data to identify issues, offer recommendations along with consequences and work to mitigate risks

• Facilitate collaboration and understanding internally at Care operations sites and Fulfillment Centers, and amongst stakeholders across teams
• Develop, train and mentor our existing team, as well as chart a path for the growth and hiring of new leaders
• Oversee initiatives that are national in scope
• Facilitate and guide teams to a resolution around issues that are complex and may have considerable impact to the business
• Act as a subject matter expert - explain complex processes related to areas of responsibility, including:
      ○  Pharmacy Compliance in Patient care processes
      ○  Process standardization across sites
      ○  Quality systems implementation
      ○  Data check improvements (to scale - possible remote or telepharmacy model)

Accelerate your career as you:

• Demonstrate strong analytical skills to draw insight from data. 
• Facilitate collaboration and understanding internally at Care operations sites and Fulfillment Centers, and amongst stakeholders across teams
• Train and mentor team, as well as constructive evaluation
• Oversee initiatives that are national in scope
• Facilitate and guide teams to a resolution around issues that are complex and may have considerable impact to the business
• Act as a subject matter expert - explain complex processes related to areas of responsibility, including:
      ○  Pharmacy Compliance in Patient care processes
      ○  Process standardization across sites
      ○  Quality systems implementation
      ○  Data check improvements (to scale - possible remote or telepharmacy model)

A bit about you:

Minimum Qualifications:

• You are a RPh with 15+ years of progressive experience working in an leadership role in pharmacy operations environment and at least 10+ years in leadership role supporting operational functions in contact centers
• You love and have a deep experience set within operations. You have identified operational changes and have a track record of driving operational transformations 
• You are analytics and metrics focused and have a track record for driving KPI improvements.
• Are an experienced leader of leaders. You have developed multiple people leaders who are leaders of teams. 
• Have scaled teams and built sustainable tools and repeatable processes
• Demonstrated experience building culture and inspiring a workforce an operations site
• Have managed teams who operate in complex workflows.
• Strong relationship management experience building relationships quickly with internal ops stakeholders [Directors in Patient Care Ops], product and engineering teams, GM’s and key clinic partners reps.
• Love to partner with multiple teams to translate new business development needs into operational plans
• Communicate well with various stakeholders and can build project proposals and business cases
• Deliver meaningful results while operating in a fast paced environment
• Are able to train, motivate, and coach teams to maintain high patient care standards and build team morale

Preferred Qualifications: 

• Have pharmacy background performing call center and operations support
• Have a deep understanding of the pharmacy ecosystem

Additional Physical Job Requirements:

• Read English, comprehend, and follow simple oral and written instructions.  The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.  Assessing the accuracy, neatness and thoroughness of the work assigned.
• Prolonged periods of standing and bending.