Senior Director Mail Order Pharmacy Operations

POSITION SUMMARY:

BMC operates one of the largest mail order and specialty pharmacy operations in the region, acting as the primary specialty and mail order pharmacy for all BMC hospitals, Well Sense Health plan (NH and MA), including  ACO partners  Our mail offering is the primary mail options for over 750,000 health plan members across two states, and our specialty programs serve over 40,000+ unique specialty patients each year. Consistent with the Health system we serve, BMC mail order pharmacy delivers more than medications: we deliver exceptional outcomes for patients in need. This Senior Director of Mail order Pharmacy Operations is the senior leader overseeing all operational and clinical aspects of the operation, as is meant to build our offering further, both here locally, and nationally as we expand to 50 states. Under the direction of the VP/Chief Pharmacy Officer, the Senior Director of Mail Order Pharmacy Operations is responsible for the leadership, management, direction, and performance of all aspects and activities related to our Mail Order Pharmacy, including but not limited to: fulfillment, inventory control, delivery success of any Traditional or Specialty Pharmacy scripts delivered via mail order, accountability for any and all service performance / customer satisfaction standards, clinical performance and metrics, and advocating for any needed system processes, investments, etc. Works with leadership to determine the mail order pharmacy’s strategic plan and execution; Oversees development of policies and procedures, hiring, training, coaching, etc.

The Senior Director assures all legal and regulatory requirements are satisfied for Boston Medical Center, its affiliates and satellites.  Ensures that pharmacy services and activities are carried out to meet the mission, goals and standards of BMC.

Position: Senior Director Mail Order Pharmacy Operations        

Department: Pharmacy

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

1.Strategic Leadership:

• Translate hospital and organizational goals into departmental strategies and objectives
• Define, develop, and successfully implement short- and long-term strategies, plans, and budgets for mail-order pharmacy to meet organizational objectives
• Develop annual operating goals and objectives aligned with broader hospital and system goals
• Drive strategic growth initiatives, including the integration of new business sites and the development of scalable systems and processes to support future expansion

2.Operational Alignment and Oversight

• Lead and direct all aspects of mail-order pharmacy operations to meet budgetary and financial targets, service performance standards, customer satisfaction, and provider satisfaction goals
• Develop, implement, and oversee programs to enhance specialty care management, including outreach initiatives, utilization management reviews, and formulary management
• Ensure adequate staffing, hiring, and scheduling to meet and manage organizational goals
• Maintain best practices for the mail-order supply chain, including drug purchases, inventory management, and delivery costs
• Identify and implement best-in-class technologies to enhance efficiency, automate processes, improve patient safety, and ensure seamless operations
• Prepare capital expenditure requests as necessary to maintain and grow operations

3.Business Development

• Build and maintain a pipeline of new business opportunities while identifying upsell prospects
• Collaborate with external business development teams to offer and sell end-to-end mail-order pharmacy capabilities, including strategy development, pricing, and implementation
• Manage relationships with users of mail-order pharmacy services and negotiate contracts for new business and renewals

4.Performance Improvement

• Optimize efficiency and productivity through innovative labor and staffing strategies
• Establish, monitor, and report on key performance indicators to ensure exceptional care is provided (e.g. adherence to protocols, medication adherence support, etc.)
• Continuously improve processes to achieve operational excellence and meet fulfillment KPI targets
• Oversee quality management programs, reviewing daily, weekly, and quarterly reports to ensure compliance and address outstanding items
• Address and resolve complaints effectively, implementing corrective actions to improve processes and maintain high operational standards

5.Clinical Outcomes and Patient Experience

• Collaborate with BMC providers and care management teams to identify, address, and prevent medication-related problems, ensuring safe and effective patient care
• Direct quality improvement initiatives to ensure outstanding clinical outcomes, adherence to evidence-based protocols, and highest quality of patient care
• Develop and implement care management and outreach programs to enhance clinical outcomes, patient safety, and patient experiences

6.Compliance

• Ensure adherence to all federal, state, and local regulations
• Maintain knowledge of and compliance with accreditation standards and organizational policies
• Evaluate and interpret the implications of new policies on mail-order pharmacy operations, providing actionable insights and recommendations to the Chief Pharmacy Officer to ensure compliance and operational alignment

7.Human Resources and Workplace Culture

• Develop strong working relationships with hospital staff and colleagues; foster a healthy work environment where staff feel supported, accountable, and motivated
• Build, develop, and retain a world-class team of pharmacists and pharmacy technicians
• Conduct performance evaluations, recognize achievements, and support professional development
• Promote an ethical workplace culture, modeling exemplary behavior and holding others to high standards

8.Other Responsibilities

• Participate in mandatory training, continuing education, staff meetings, and performance improvement initiatives
• Support orientation for new staff, students, and volunteers
• Follow established infection control and safety procedures

Must adhere to all of BMC’s RESPECT behavioral standards.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

Bachelor’s Degree in Pharmacy from an accredited college of pharmacy required. Advanced degree (e.g. PharmD, M.S. or MBA) preferred

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

Valid license as a pharmacist in the State of Massachusetts upon start date

EXPERIENCE:

Ten to fifteen years of relevant experience or Master’s degree with 8-12 years of relevant experience; Experience in large scale mail or specialty mail pharmacy operations preferred. Experience in pharmacy inventory management preferred. Lean, Six Sigma, or other structured CQI  background preferred

KNOWLEDGE, SKILLS & ABILITIES (KSA):

• Demonstrates excellent leadership for change and analytical skills
• Promotes collaboration across multidisciplinary services
• Demonstrates ability to successfully execute large-scale projects
• Demonstrates excellent interpersonal skills
• Demonstrates strategic planning and financial management skills
• Demonstrates excellent organizational and communication skill
• Thorough knowledge of organization systems and platforms strongly preferred
• Demonstrates a proved track record for developing and managing people

Equal Opportunity Employer/Disabled/Veterans