Call Center Director

Call Center Director /Pharmacy Services - Cedar Knolls, NJ

The Call Center Director /Pharmacy Services is responsible for the strategic leadership, operational excellence, and regulatory compliance of all pharmacy call center functions. This role oversees patient, provider, and payer support operations including prescription fulfillment inquiries, prior authorization coordination, clinical escalations, adherence outreach, and specialty pharmacy services. The Director ensures high-quality service delivery while meeting healthcare compliance standards, optimizing performance metrics, and supporting business growth.

• Bachelor’s degree in Business, Healthcare Administration, Pharmacy, or related field (Master’s preferred).
• 7–10+ years of progressive call center leadership experience, with at least 3–5 years in a healthcare or pharmacy environment.
• Strong knowledge of pharmacy operations, PBM workflows, specialty pharmacy, or medication access services.
• Demonstrated experience managing large, multi‑site or remote teams.
• Proven track record of improving service metrics, quality, and operational efficiency.
• In-depth understanding of HIPAA and healthcare regulatory requirements.

• Experience in specialty pharmacy, mail‑order pharmacy, or PBM operations.

• Lead and oversee day-to-day operations of pharmacy call center(s), including inbound, outbound, and omnichannel support (phone, chat, email).
  
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• Develop and execute operational strategies aligned with organizational goals, patient experience initiatives, and regulatory requirements.
• Manage call center expansion, technology upgrades, and workflow optimization initiatives.

• Establish and monitor KPIs including AHT, ASA, service levels, first-call resolution, abandonment rate, patient satisfaction (CSAT), and quality scores.
• Implement continuous improvement programs to drive efficiency, reduce errors, and improve patient and provider experience.
• Oversee workforce management, capacity planning, scheduling, and forecasting.
• Lead, coach, and develop call center managers, supervisors, and team leads.
• Build a high-performance culture focused on accountability, engagement, and patient-centric service.
• Support recruiting, onboarding, training, and ongoing education for pharmacy call center staff.

• Ensure full compliance with HIPAA, CMS, URAC, state Board of Pharmacy regulations, and internal SOPs.
• Oversee quality assurance programs, call monitoring, auditing, and corrective action plans.
• Collaborate with Compliance and Legal teams on audits, corrective actions, and regulatory readiness.
• Manage call center budgets, labor costs, and vendor relationships.
• Optimize cost-to-serve while maintaining service quality and compliance standards.
• Participate in RFPs and contract negotiations for outsourced or technology solutions.

• Role supports operations across two primary locations.
• Requires quarterly on-site visits to each location to support leadership engagement, operational reviews, and team development.
• Primarily office-based or remote with periodic travel.
• May require extended hours during peak business periods or critical operational events.