Sr. Pharmacy & Operations Specialist

Government Employees Health Association, Inc. (G.E.H.A) is a nonprofit member association that provides health and dental benefits that millions of federal employees and retirees, military retirees and their families have counted on since 1937. Offering one of the largest health and dental benefit provider networks available to federal employees in the United States, G.E.H.A empowers health and wellness by meeting its members where they are, when they need care.

G.E.H.A has one mission:
To empower federal workers to be healthy and well.

The Sr. Pharmacy Performance & Operations Specialist is responsible for oversight, performance management, and operational execution of G.E.H.A’s FEHB and PSHB pharmacy programs. This role owns PBM performance monitoring, contractual compliance, and operational integrity, ensuring alignment with regulatory requirements and enterprise objectives. The position serves as a subject matter expert and primary liaison to the PBM, driving issue resolution, enforcing contractual obligations, and delivering data-driven insights to inform strategic decisions and optimize member outcomes.

Duties and Responsibilities:

• Oversee PBM contract performance, ensuring alignment with contractual guarantees and federal program requirements.
• Prepare, validate, and submit annual pharmacy benefit changes for FEHB and PSHB programs.
• Develop division reports, dashboards, and executive-level presentation materials to monitor plan performance.
• Manage PBM contractual credits, including reporting, validation, and quality assurance processes.
• Monitor and enforce compliance with PBM contractual obligations and applicable regulatory requirements.
• Serve as a subject matter expert for pharmacy benefits, including commercial benefit design and configuration.
• Draft, review, and coordinate PBM performance-related penalty letters and enforcement actions.
• Support contract governance activities, including performance reviews, issue escalation, and resolution tracking.
• Monitor call center performance metrics, identify trends, and drive solutions to improve member experience.
• Track eligibility changes and population shifts, assessing impact on pharmacy benefit performance and operations.
• Identify contractual or operational gaps and develop corrective action plans to address shortfalls.
• Review pharmacy-related Customer Success content to ensure accuracy, consistency, and alignment with benefits.
• Respond to internal and external audit inquiries, providing documentation and ensuring audit readiness.
• Validate production and pre-production claims accuracy, ensuring alignment with benefit design and contract terms.
• Investigate and resolve complex pharmacy-related member issues and escalations.
• Manage day-to-day pharmacy program operations, including implementation and administration of new initiatives.
• Serve as the primary liaison to the PBM for operational issues, program implementation, and eligibility matters.
• Coordinate cross-functional efforts with internal stakeholders to resolve PBM-related issues and drive performance improvement.
• Perform other duties as assigned to support pharmacy program performance and operational objectives.

Knowledge, Skills, and Abilities:

• Education: Bachelor’s degree in healthcare administration, Pharmacy, Business Administration, Public Health, or related field.
• A minimum of 5 years of progressive experience in pharmacy operations, pharmacy benefit management (PBM), health plan operations, or federal health program administration (e.g., FEHB, PSHB)
• FEHB/PSHB program knowledge: Familiarity with federal pharmacy benefit requirements and regulatory expectations.
• Analytical and reporting skills: Proficiency in Microsoft Office Suite and ability to build dashboards, analyze trends, and…