This role serves as the critical connection between the client and internal pharmacy teams, ensuring programs are executed with operational excellence, key performance indicators (KPIs) and service-level expectations are consistently achieved, and risks or performance gaps are proactively identified and addressed.
The Program Manager will lead ongoing client governance, performance reviews, Quarterly Business Reviews (QBRs), audit readiness, continuous improvement initiatives, and cross-functional coordination across pharmacy operations.
Key Responsibilities
Supervise and assist the pharmacy operations teams in day-to-day operation of free goods program
Maintain staffing levels during peak season, normal season and for on-boarding new clients to ensure daily program staffing levels are consistent with daily program needs
Ensure that quality of work meets or exceeds the PharmaCord expectation in accordance with all regulatory requirements
Ensure program is staffed sufficiently and executes operations within defined SLA
Continually seek to improve operational workflows and employee efficiency
Maintain professional standards during internal and client-facing interactions
Observe legal and ethical guidelines for safeguarding the confidentiality of patient and proprietary PharmaCord information
Adhere to appropriate safety and quality assurance practices
Comply with state and federal laws up to and including State Board of Pharmacy, OSHA, HIPAA, etc.
Assist the Director, Pharmacy and Associate Director, Pharmacy Operations with a variety of operational activities as well as support for internal and external audits
Assist with current and ad hoc internal and external data requests
Assume main point of pharmacy contact with assigned client accounts. As the main point of contact within the pharmacy, responsibilities include, but are not limited to; maintaining a good relationship between the client and the pharmacy; serve as an operational contact and SME for the client; attend periodic client calls/meetings to represent the pharmacy; take ownership of tracking KPIs; serve as the conduit between the PharmaCord pharmacy and the PharmaCord operations team to ensure continuity of operations that meets program expectations.
Communicate with internal operational contacts regarding program design, daily operations and best practices. Provide consultative support where issues arise on how obstacles can be overcome to ensure timely shipments
Provide timely feedback to the company regarding service failures or customer concerns
Develop, implement and monitor pharmacy training materials
Assist with team hiring, development and training
Identify, hire and retain quality associates as needed
Support the efforts of the pharmacy training resources to on-board, train and retrain new employees
Assist with team training and re-training to ensure quality and proficiency in their roles
Provide consistent, timely coaching and development for direct reports in your functional area
Utilize Valeris’ values as the driving force behind the team’s success
On time adherence to training deadlines for all corporate policies and procedures
Ensure all SOPs are followed with consistency
Perform additional tasks or projects as assigned
Qualifications
At least 3 years of experience supervising pharmacy and/or delivery operations preferred
5 years of experience in the health care industry required
Possess Current, unrestricted KY Pharmacy Technician License
Previous personnel/team management experience is required
Retail, hospital or high-volume/mail-order pharmacy experience preferred
Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners)
Ability to handle personal health information with confidentiality
Commitment to honesty and integrity
Professionalism and a strong sense of proper business and customer service etiquette
Clear verbal and written communication skills
Accountability for results
Ability to plan and prioritize tasks and strong attention to detail
Proficient emotional intelligence (ability to recognize emotions and their effects)
Ability to manage disruptive impulses and handle potentially stressful customer interactions
Proficient computer skills
Adaptability to change
Personal initiative and commitment to team and organizational goals
Ability to work effectively within a team
A positive attitude!
Physical Demands & Work Environment
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.
Although very minimal, flexibility to travel as needed is preferred.
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.
Why Work for Valeris?
We’re committed to supporting the well-being and success of our team members. As part of our organization, full-time employees can expect:
Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
Additional health support, including telehealth and Employee Assistance Program (EAP) services
Company match on Health Savings Account contributions
Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
Paid Time Off (PTO) and Sick Leave to support work-life balance
Team members receive nine paid holidays plus two floating holidays
Opportunities for advancement in a company that supports personal and professional growth
A challenging, stimulating work environment that encourages new ideas
Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
A mission-driven, inclusive culture where your work makes a meaningful impact
Any offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.
Our Commitment to Equal Opportunity
At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.
