Company Overview:
Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products – BlinkRx and Quick Save – remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients.
BlinkRx is the world’s first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can’t afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn’t have the medication in stock.
We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us!
The Role: As a Senior Pharmacy Operations Lead, you will oversee a team of pharmacy fulfillment technicians managing pharmacy dispensing-related workflows and queues. This role is critical in driving operational excellence, ensuring high team performance, maintaining quality standards, and fostering a collaborative and efficient work environment. We are looking for a gritty, positive and resilient Senior Lead who will be responsible for hiring, onboarding, coaching, and supporting technicians while ensuring compliance with company policies, performance metrics, and regulatory requirements.
What you’ll do:
Team Management & Development
- Lead, coach, and mentor a team of Pharmacy Technicians, to ensure the delivery of top-tier care for our patients and clients.
- Coordinate and monitor workload distribution and productivity within and across teams, ensuring efficient operations and that performance metrics are consistently met.
- Drive hiring efforts, ensuring selection of qualified candidates who align with company culture and operational standards.
- Oversee the new hire onboarding process, ensuring technicians are equipped with necessary tools, knowledge, and resources to succeed.
- Conduct regular performance evaluations, providing constructive feedback and development plans for continuous improvement.
- Address underperformance promptly through coaching and improvement plans in partnership with P&C when necessary.
Operational Excellence
- Utilize data analytics to evaluate team performance, drive informed decision-making, and align outcomes with organizational objectives.
- Proactively monitor and manage workflow queues to ensure timely, accurate task resolution and balanced workloads.
- Establish clear, measurable performance targets for agents and ensure consistent adherence to service level agreements (SLAs).
- Identify operational inefficiencies and apply innovative, data-driven strategies to enhance productivity, streamline queue management, and improve team effectiveness.
- Support the development and execution of change management initiatives by coordinating with stakeholders, facilitating implementation, and addressing resistance to ensure successful adoption.
- Champion patient experience by taking ownership of escalated concerns, delivering prompt and empathetic resolutions that exceed expectations.
Compliance & Quality Assurance
- Ensure adherence to all regulatory requirements and company policies in pharmacy operations.
- Monitor quality standards by conducting audits and reviewing agent work for accuracy and compliance.
- Proactively identify and address any compliance risks or errors in operational processes.
Collaboration & Communication
- Foster open communication within the team to ensure alignment on goals and priorities.
- Communicate updates, changes, and best practices effectively to the team.
Leadership & Problem-Solving
- Serve as a role model for getting things done, professionalism, grit, resilience, accountability, and excellence in operations.
- Address escalations or complex issues promptly and effectively, ensuring satisfactory resolutions.
- Promote a positive work environment that values teamwork, accountability, and employee satisfaction.
- Foster continuous growth by developing technicians and supporting their professional development; cultivate a positive, engaging work environment that inspires the team to excel and innovate.
What You Need:
- Leadership Experience: 5+ years in a data-driven, high-growth operational environment, with a proven ability to lead large, cross-functional teams.
- Educational Background: Bachelor's degree in Healthcare, Business Administration, or a related field strongly preferred.
- Industry Knowledge: Background in pharmacy, healthcare, or medical insurance, with a strong grasp of regulatory requirements and operational complexities.
- Operational Excellence: Demonstrated success managing high-volume teams and workflows, delivering measurable results, and driving key initiatives.
- People Management: Exceptional leadership and coaching abilities, fostering accountability, team development, and peak performance.
- Organizational Skills: Excellent multitasking and time management capabilities to effectively balance competing priorities.
- Data & Technology Fluency: Proven expertise in using data and technology to optimize processes, boost efficiency, and support continuous improvement.
- Analytical Acumen: Strong critical thinking and problem-solving skills, with a sharp eye for detail and accuracy in complex operational settings.
- Performance Metrics: Experience analyzing key performance indicators (KPIs) and using insights to inform strategy and execution.
- Communication: Excellent interpersonal and communication skills, with the ability to build cross-functional collaboration and engagement.
- Regulatory Awareness: Familiarity with pharmacy regulations, compliance protocols, and operational standards is preferred.
- Technical Proficiency: Skilled in queue management tools, workflow platforms, and standard office software suites.
Location/Hours:
- Fully onsite salaried role located at 400 S Woods Mill Rd, Suite 100, Chesterfield, MO; Monday - Friday +rotating Saturdays
Why Join Us:
It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers.
We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
