This role is based in Pittsburgh, PA (Robinson Township); candidates must reside locally or be willing to relocate.

The Opportunity

The Patient Services Operations team is at the forefront of Blink’s mission to bring affordable prices and deliver the best experience for our patients. As a Lead, Pharmacy Partner Coordination, you will play a critical role in ensuring the day-to-day execution of partner coordination workflows within a fast-growing hub pharmacy environment.

This is a hands-on management role for someone who thrives in fast-paced, high-volume operations and enjoys working closely with front-line teams. You will directly supervise hourly specialists, manage daily production performance, and ensure SLAs, quality standards, and productivity goals are consistently met.

Success in this role requires strong execution, attention to detail, and a commitment to team development. You’ll monitor queue health, coach employees using performance data, address workflow issues in real time, and escalate risks appropriately. You will also support the rollout of new processes and tools, helping your team adapt effectively as the business evolves.

This is an opportunity to build strong foundational leadership skills, develop high-performing teams, and make a direct impact on patient outcomes through operational excellence.

Responsibilities

Executing Daily Production Operations

• Manage day-to-day workflow for assigned partner coordination queues to ensure SLAs, turnaround times, and quality standards are met.
• Monitor queue volumes throughout the day and reallocate work as needed to maintain productivity.
• Track attendance, coverage, and real-time staffing needs; escalate gaps to leadership.
• Perform quality checks and ensure team adherence to established processes and compliance standards.
• Address workflow errors or issues as they arise and partner with leadership when escalation is needed.
• Step into production during high-volume periods or coverage gaps..

Direct Team Supervision

• Supervise a team of hourly specialists.
• Set clear daily performance expectations aligned to established productivity and quality targets.
• Conduct regular 1:1 meetings focused on performance, development, and engagement.
• Provide real-time coaching and feedback based on observed performance and metrics.
• Support corrective action processes when expectations are not met.
• Assist with onboarding and training new team members.
• Maintain accurate timecard, attendance, and documentation records.

Managing Performance Through Data

• Review daily and weekly performance reports to track productivity, SLA attainment, and quality.
• Use data to guide coaching conversations and prioritization decisions.
• Flag trends, risks, or recurring issues to Pharmacy Operations leadership.
• Ensure team metrics are updated and communicated clearly.

Supporting Process & System Changes

• Reinforce adoption of new workflows, tools, or policy updates.
• Provide feedback from the frontline to leadership regarding system challenges or training needs.
• Participate in testing or rollout support for operational changes.

A successful applicant will fit the following criteria:

• Experience: 5+ years in a high-volume operations environment with at least 3 years of people supervision experience (healthcare tech, prior authorization, and/or pharmacy experience preferred)
• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• People Leadership: Experience supervising front-line teams, managing performance, and delivering coaching in a structured environment.
• Operational Execution: Comfortable managing daily production targets, SLAs, and quality standards.
• Adaptability/Resiliency: Ability to thrive in a dynamic, fast-paced environment and effectively navigate ambiguity to drive results. 
• Organization & Accountability: Strong attention to detail and ability to manage multiple priorities in a fast-paced setting.
• Communication: Clear communicator with the ability to provide direct feedback to frontline staff and collaborate with external partners
• Mission-Oriented: Motivated by Blink’s mission and excited by the prospect of leading teams to deliver and improve patient outcomes.

What success looks like in the role:

• Daily production goals and SLAs are consistently met.
• Team members clearly understand expectations and improve performance over time.
• Attendance, quality, and productivity issues are addressed promptly.
• Workflow disruptions are minimized through proactive daily management.
• The team demonstrates strong process adherence and accountability.