Pharmacy Hub Business Process Professional

Job Description

The Pharmacy Hub Business Process Senior Professional is responsible for designing, documenting, implementing, and continuously improving the workflows, change practices, and knowledge infrastructure required to launch and scale Pharmacy Hub Operations. This role connects business requirements to frontline execution by translating program designs, system capabilities, clinical and operational requirements, and client commitments into clear end-to-end processes, standard operating procedures, job aids, knowledge content, and change plans.

During launch, this role will work across Access Operations, Service Operations, Clinical Operations, pharmacy fulfillment, Implementation, Product, Technology, Quality, Compliance, Training, Workforce Management, Analytics, and external partners. The Senior Professional will help ensure that new processes are operationally sound, understood by impacted teams, reflected consistently across documentation and systems, and ready for adoption before go-live. Following launch, the role will support ongoing workflow governance, change intake, knowledge management, and continuous improvement as the hub adds programs, clients, therapies, channels, and capabilities.

The ideal candidate brings experience in healthcare or pharmacy operations, process design, change management, and knowledge management. Success requires strong facilitation and documentation skills, the ability to understand complex cross-functional workflows, disciplined governance, and a practical orientation toward making processes usable for frontline teams and measurable for operational leaders

• Bachelor’s degree or equivalent experience in business process management, healthcare operations, pharmacy operations, change management, knowledge management, implementation, quality, or a related field.
• 3+ years of experience designing, documenting, implementing, or improving cross-functional business processes in a complex operating environment.
• Demonstrated experience creating process maps, SOPs, work instructions, decision trees, job aids, knowledge articles, or other operational documentation.
• Experience supporting organizational change, system implementation, operational readiness, or adoption of new workflows and policies.
• Strong facilitation, writing, requirements translation, stakeholder management, problem-solving, and project coordination skills.
• Ability to organize complex information, manage multiple concurrent changes, and maintain disciplined version control and documentation governance.
• Experience using operational data, quality findings, employee feedback, or root-cause analysis to drive measurable process improvements.

• Experience in manufacturer hub services, specialty pharmacy, patient access, reimbursement support, clinical services, pharmacy fulfillment, PBM, or healthcare contact center operations.
• Working knowledge of benefits verification, prior authorization, appeals, financial assistance, patient and provider service, clinical outreach, adherence, or specialty pharmacy workflows.
• Experience with process-mapping and documentation tools such as Microsoft Visio, Microsoft Power Automate, Microsoft SharePoint, Microsoft Teams, or Microsoft 365 knowledge solutions.
• Experience with CRM, case-management, knowledge-management, workflow-automation, quality-management, or learning-management platforms.
• Lean Six Sigma, Change Management, Certified Business Process Professional, project management, or knowledge-management training or certification.
• Experience supporting regulated healthcare documentation, privacy, audit readiness, controlled documents, clinical protocols, or quality-management systems.
• Experie…