Director, Customer Experience at Omnicell

Grapevine, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Jun, 26

Salary

0.0

Posted On

07 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Financial Acumen, Business Acumen, Process Efficiency Assessment, Process Improvement, Collaboration, Adaptability, Challenging Status Quo, Time Management, Organizational Skills, Professionalism, Communication, Prioritization, Delegation, Customer Satisfaction, Performance Improvement

Industry

Hospitals and Health Care

Description

SUMMARY Responsible and accountable for all operational issues within a defined geographical region, shall be readily accessible to pharmacy staff, and shall participate in departmental long-range planning. Demonstrate leadership and commitment to total quality management including customer satisfaction and performance improvement. Adhere to and support all departmental policies, procedures and initiatives. ESSENTIAL FUNCTIONS *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. MANAGERIAL RESPONSIBILITIES: Oversees store business operations within assigned region including financial responsibility and accountability. Manages P&L/financials including expense control. Manages subordinate employees, including but not limited to Pharmacist-In-Charge (PICs). Interviews potential candidates for open subordinate positions; makes hiring decisions as necessary. Provides clear goals and ensures appropriate access to training, coaching, and feedback. Ensures effective formal and informal performance management. Appraises subordinate’s performance through a formal review process on an annual basis as designated by Human Resources. Corrects behaviors and disciplines employees as necessary. Addresses escalated complaints and resolves issues. Applies good business process techniques and manages execution through key performance metrics and indicators. Oversees relocations, remodels, new store openings and closings. Participates in mid to long range strategic planning for business. Performs duties in accordance with established SOPs and aligned with the core values of the company in the best interest of our customers. Develops and mentors PIC’s, managers and others for professional development and succession planning. Ensures prompt and smooth implementation of new pharmacy programs and ensures their continued execution. Ensures proper staffing levels in pharmacies and schedules temporary staff as needed. Other duties as assigned. CLINICAL OVERSIGHT: Participates as a member of the Clinical Oversight Body and Quality Management Committee. Ensures compliance with FDA mandates and self-imposed manufacturer restrictions on particular drugs, as applicable. Contributes to the development and annual review of the patient management program. OVERSIGHT OF PHARMACY EMPLOYEES AND FACILITIES: Responsible for the overall safety and security of the pharmacy facilities and its operations. Ensures organizational and store compliance with Federal, State and local laws and accreditation standards as well as company policies and procedures. Reviews and monitors dispensing incidents. Accountable for Loss Prevention activity including investigations of unexplained losses; monitors for LP compliance. Oversees and audits physical inventories at each site. BUSINESS DEVELOPMENT: Partners with PICs and Regional Sales Managers to participate in sales and business development activities. Sets goals, strategies and expectations for retention of existing business and achieving growth imperatives. Oversees operational implementation of new business contracts including 3rd party, manual and 340b programs. Interacts and partners with PMA clients/owners for account management activities when applicable. Interacts and partners with ReCept PMA Sales and Implementation teams when applicable. EDUCATION AND EXPERIENCE Knowledge/Experience: Pharm.D. or BS Pharmacy degree from an accredited college of pharmacy required. Must possess a current Pharmacist license in good standing in the state in which they reside. 5+ years of retail, specialty or mail-order pharmacy management experience. Multi-site management experience preferred. Clinical and Quality improvement experience preferred. Thorough knowledge of pharmacy operations, workflow, pharmaceutical care and pharmacy benefit management practices. COMPETENCIES Strong leadership skills. Strong financial and business acumen. Ability to assess processes efficiency and implement process improvement. Ability to work collaboratively and align team to achieve corporate initiatives. Able to adapt to change and support and promote others to adapt and embrace new ways of doing things. Able to challenge the status quo and contribute to implementation of best practices. Must be willing to travel 80% of the time for the position. Demonstrates competency in specialty disease states and service models, including but not limited: Hepatitis C, HIV, Autoimmune, Oncology, Pain Management, Compounding and Transplant. Comprehends federal, state, and local laws and regulations applicable to the practice of pharmacy. Proficiency with workflow concepts relating to the practice and operations of retail, specialty or mail pharmacy. Shows full understanding of controlled substance rules and regulations as dictated by the Drug Enforcement Agency, as well as state and local laws and regulations. Detailed understanding of REMS programs relevant to specialty pharmaceutical products. Has sufficient knowledge, training and expertise in pharmacotherapeutics to oversee the pharmacy patient management program. Possesses leadership skills and abilities: Time management and organizational skills; Professionalism; Communication skills, both oral and written; Ability to prioritize effectively; Ability to delegate effectively; Friendly and caring demeanor.

Responsibilities

This role is responsible and accountable for all operational issues within a defined geographical region, overseeing store business operations including financial management, P&L accountability, and managing subordinate employees like Pharmacist-In-Charge (PICs). The director also participates in clinical oversight, ensures facility safety and compliance, and partners in sales and business development activities.