Manager, Outpatient Pharmacy Operations

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In 1971, Yale University established Yale Health to provide health services to its facility, staff and students through a multidisciplinary health maintenance organization located on campus. Yale Health has more than 49,000 members including students, staff, faculty and their families who come from every state in the country and almost every country in the world.

With over 50 years of service to the Yale community, our state-of-the-art facility at 55 Lock Street, is where our members receive most of their care from our 150+ providers. It is a 144,000 square foot medical facility with over 90 exam rooms, an Acute Care Department, a 15-bed inpatient facility with two negative pressure rooms, a diagnostic imaging suite including MR and CT scan, x-ray and ultrasound and a full-service retail pharmacy.

Under the direction of the Director, Outpatient Pharmacy Operations, serve as the direct supervisor of all outpatient/retail pharmacy technicians and own the day-to-day operations of the outpatient/retail pharmacy. Execute the strategies, programs, and operational roadmap established by the Director, foster a strong team culture, and lead day-to-day service recovery and people management for the outpatient pharmacy team.

• Lead and manage day-to-day outpatient/retail pharmacy operations, including workflow, staffing, policies and procedures, patient experience, service delivery, quality assurance, inventory utilization, and operational continuity, serving as the operational "quarterback" to direct staff toward departmental service and quality goals.
• Directly supervise outpatient/retail pharmacy technicians and support staff, providing ongoing coaching, accountability, monthly performance discussions, and annual performance evaluations, while fostering a positive team culture focused on engagement, collaboration, and service excellence.
• Translate departmental strategy into daily operations by executing the strategies, programs, and operational roadmap established by the Director, Outpatient Pharmacy Operations, and partnering with the Director to plan, implement, and optimize pharmacy applications, workflows, policies, procedures, and patient-focused programs.
• Addressing patient and member concerns and resolving operational issues in real time to promote a high-quality patient experience and timely service delivery.
• Serve as the primary operational liaison for pharmacy technology and enterprise applications, maintaining "super-user" expertise, managing user accounts, providing on-site troubleshooting and technical support, coordinating with technical teams and vendors, escalating issues as appropriate, and ensuring timely resolution of application-related problems.
• Coordinate operational communication and continuity during system outages, upgrades, implementations, and organization-wide initiatives, ensuring outpatient pharmacy staff are informed, prepared, and able to maintain safe and effective operations.
• Assess, develop, and coordinate staff training and education for new and existing outpatient pharmacy employees, proactively identifying training needs, providing application and workflow training, developing training materials, and supporting adoption of new systems and processes.
• Monitor, analyze, and communicate operational performance, including staff productivity, service, quality, customer satisfaction, inventory utilization, and other key performance indicators; develop and present recommendations and improvement plans to the Director, Outpatient Pharmacy Operations.
• Focused on optimizing daily pharmacy operations, workflow efficiency, patient/member satisfaction, service delivery, and quality outcomes, using operational data to identify opportunities and measure results.
• Support workforce planning, recruitment, and hiring for technician positions, including development and maintenance of job descriptions and talent pipelines, candidate interviewing and selection, and serving as the primary liaison between prospective/new employees and Human Resources.

40.0 HRS; flex schedule, may vary. Rotating shifts include Saturdays, evenings,…