Associate Director, Pharmacy Hub Operations

The Associate Director of Pharmacy Hub Operations is responsible for helping build, launch, and lead the pharmacy hub operating model across patient access and clinical services. During launch, this leader will provide broad operational oversight across the end-to-end model, including intake and enrollment, benefits verification, prior authorization support, appeals coordination, financial assistance navigation, complex access issue resolution, and the initial pharmacist, nurse, and pharmacy technician service capabilities.

The position is intentionally designed for a versatile operations leader who can establish integrated workflows, staffing, readiness, quality controls, escalation pathways, and performance routines across the launch organization. As the hub scales and dedicated leadership structures are established, the role may evolve to lead Access Operations, Clinical Operations, or another major area of Pharmacy Hub Operations based on the leader’s experience and strengths, organizational needs, program mix, operating complexity, and business growth.

The role partners closely with Implementation, Service Operations, the Pharmacist-in-Charge, Product, Technology, Quality, Compliance, Workforce Management, Training, Analytics, and external vendors.

The ideal candidate brings deep experience in manufacturer hub services, specialty pharmacy, patient access, reimbursement support, clinical services, or pharmacy operations and demonstrates the range to lead across multiple operational disciplines. Success requires hands‑on launch leadership, disciplined performance management, strong judgment in a regulated environment, and the ability to build scalable teams while adapting leadership scope as the organization matures.

• Build the launch operating model across Access Operations and initial Clinical Operations, including team structure, role clarity, workflows, queue design, escalation paths, controls, and performance routines.

• Establish integrated launch workflows across access specialists, resolution resources, pharmacists, nurses, and pharmacy technicians, including role boundaries, handoffs, coverage, escalation, and governance.

• Partner with Implementation on requirements, workflow validation, user acceptance testing, training readiness, cutover, go‑live, and hypercare; assume operational accountability following formal acceptance.

• Translate manufacturer requirements, business rules, clinical protocols, service‑level commitments, scope‑of‑practice requirements, and compliance obligations into executable practices.

• Establish launch staffing, hiring sequences, licensing and credentialing dependencies, onboarding expectations, and contingency plans.

• Lead intake and enrollment, benefits verification, prior authorization support, appeals coordination, copay and patient assistance navigation, and access‑related case resolution.

• Own service‑level attainment, turnaround time, backlog, aging, productivity, quality, rework, abandonment, and end‑to‑end access outcomes.

• Implement daily management routines, capacity controls, queue balancing, escalation management, and recovery plans.

• Use operational data to reduce time to therapy, avoidable touches, access delays, and case leakage.

• Provide operational oversight for clinical review, patient education, adherence and persistence support, therapy‑specific outreach, care coordination, and technician‑supported workflows during launch.

• Partner with the Pharmacist‑in‑Charge and clinical, quality, compliance, legal, and medical leaders on pharmacy policies, patient safety, clinical escalation, adverse‑event…