Associate VP, Pharmacy WFM & Operational Excellence

Become a part of our caring community and help us put health first
 The Associate VP, Pharmacy Workforce Management & Operational Excellence applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). The Associate VP, Workforce Management requires a in-depth understanding of how organization capabilities interrelate across segments and/or enterprise-wide.

As a company whose primary focus is on the well-being of its members, Humana is dedicated to shifting perceptions of the health insurance industry.  We believe our role goes beyond that of a provider to that of a well-being partner who will empower consumers to live a life that’s healthy, active and rewarding.

Humana Pharmacy Solutions is seeking an experienced professional to lead an interactive team with broad exposure and scope within CenterWell Pharmacy (Trad, OTC, Specialty, & Retail) & Humana PBM (Clinical Pharmacy Review & Clinical Programs).

This position will work and collaborate with leaders across the Humana enterprise, operational leaders, finance teams, IT and vendor partners.

The AVP, Pharmacy Workforce Management & Operational Excellence assesses organizational staffing and identifies requirements and solutions to meet workforce objectives. The AVP, Pharmacy WFM & Operational Excellence provides analysis of talent and staffing needs based on strategic planning at the enterprise level. The AVP will collect and analyze data to initiate, develop and recommend business practices & operational needs that focus on increased productivity and reduced cost. The AVP, Pharmacy WFM & Operational Excellence will lead the team to establish and implement priorities, performance goals and objectives, while mentoring the team to foster a culture of continuous learning and development. This role will be responsible for the management of planning, forecasting, scheduling, real-time monitoring, & process improvement/optimization for pharmacy inbound and outbound call center teams as well as pharmacy queue teams.

This position will lead a team of 4-6 direct reports and an overall organization of ~50 associates as well as a third-party support team.

Responsibilities:

In a matrix environment, leads collaboration with various stakeholders to translate analytics into actionable tactics to support business objectives. Lead the organization in the development of an annual budget and scenario planning in partnership with operations leaders and finance teams.

• Partner with Finance and Operations leaders on budgetary and staffing plans

Develop accurate long term and short-term forecasts for contact volume, back-office tasks, productivity and clinical support needs using historical data, patterns and trends.   

• Deliver on service levels and turn-around time KPIs

• Lead team execution of hourly, daily, weekly, monthly, and long-term planning of staffing plans for pharmacy business areas

Lead the creation and optimization of agent schedules for a multi-site in-house and BPO location optimizing for user/customer needs and employee experience.

• Partner with operations leaders to support and drive connection between accurate staffing models and associate experience

Lead intraday teams in executing tracking of same day performance and delivering on operational KPIs (SLA, ASA, TAT, Backlog, Adherence, Shrinkage, etc).

• Pro-actively identifies, communications and creates updated scheduling needs in response to planned & unplanned interruptions (emergency closings, bad weather, holidays, system outages) that impact operational performance

Responsible for operational scorecards to track annual, quarterly, monthly, weekly and daily performance compared to targets.

Oversee and manage the analysis and reporting on performance statistics to drive operational efficiencies, proactive responsiveness, and long-term forecasting.

• Identify and communicate areas for continual improvement of service levels and staffing models

Lead the team by identifying and directing the implementation of process improvements that significantly reduce workload and/or improves quality across operations.

Analyzes, and measures the effectiveness of existing business processes and develops sustainable, repeatable and quantifiable business process improvements.

Establishes and implements priorities, performance goals and objectives to ensure group results.

Ability to align teams on priorities, goals and objectives in an environment of limited resources

Manage and develop team; drive associate engagement & inclusion and diversity,

Use your skills to make an impact
 

Required Qualifications

• Bachelor’s degree in Finance, Engineering, Business or a related field

• 12 or more years of Workforce Management experience

• 8 or more years of management experience

• Experience with Process Improvement methodologies

• Experience working with call center BPOs 

• In-depth understanding of WFM tools such as NICE and Verint, along with expertise in contact center telephony systems.

• Comprehensive knowledge of Microsoft Word, Excel and PowerPoint

• Excellent written and oral communication skills and experience in cross-functional collaboration with multiple organizations

• Strong analysis, critical thinking, and analytical problem-solving skills

• Ability to handle multiple tasks and deadlines with attention to detail

• Must be passionate about contributing to an organization focused on continuously improving associate & consumer experiences

Preferred Qualifications

• Master's Degree in Mathematics, Engineering, Business or a related field

• Prior experience in Process Improvement or Project Management

• Prior Pharmacy or Call Center related experience

• Lean Six Sigma Green or Black Belt

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

 

$181,200 - $249,300 per year

 

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About us
 About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.

About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation’s largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

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