Director of Call Center (Mail-Order Pharmacy)

We are seeking an experienced, strategic, and patient-centered leader to oversee all aspects of our mail-order pharmacy call center operations. The Director of Call Center will ensure safe, compliant, and efficient medication access for patients, providers, and client partners. This leader will have full ownership of daily call center performance, workforce management, quality monitoring, and strategic process improvement for all inbound and outbound pharmacy contact channels.

• Operational Leadership
• Develop and execute a call center strategy that supports patient access, refill management, and program growth.
• Lead, mentor, and develop call center leaders (Supervisors and Team Leads) to foster a compliant, high-performance, patient-first culture.
• Drive culture alignment through coaching, communication, and change management as the organization scales.
• Performance and Quality Management
• Own all daily queue performance, quality assurance, and workforce management functions.
• Oversee Quality Assurance and Training programs to ensure consistent service, regulatory compliance, and ongoing staff development.
• Monitor call center KPIs, including ASA, AHT, ABR, First Contact Resolution, call transfer rate, patient and provider satisfaction, and agent quality scores.
• Forecasting and Workforce Planning
• Develop and maintain accurate forecasting models for inbound and outbound call volume across multiple programs and queues.
• Partner with Finance and Operations to align staffing models with budgeted FTEs, productivity goals, and call volume fluctuations.
• Manage scheduling, capacity planning, and workload balancing using workforce management tools (e.g., Verint).
• Provide weekly and monthly performance reporting to senior leadership, translating data into actionable staffing and workflow recommendations.
• Technology and Process Improvement
• Partner with IT, Pharmacy Systems, and Data Analytics to implement and optimize telephony, IVR, speech analytics, and secure patient messaging solutions.
• Identify, design, and implement scalable process improvements that enhance patient access, safety, and efficiency.
• Collaborate cross-functionally to ensure that pharmacy-specific workflows support fulfillment accuracy and timely patient communication.
• Governance and Compliance
• Ensure adherence to all HIPAA, DEA, state, and pharmacy regulatory requirements.
• Maintain rigorous governance around data privacy, call documentation, and patient interaction standards.
• Manage vendor and partner relationships with clear performance metrics and accountability.

Requirements

• 7+ years of progressive leadership experience in a healthcare or pharmacy call center environment, including at least 3 years in a senior or director-level role.
• Proven track record of scaling operations, leading high-performing teams, and driving measurable improvement in service delivery and efficiency.
• Proficiency with workforce management and analytics tools (e.g., Verint, Tableau, Power BI).
• Strong understanding of pharmacy operations, mail-order logistics, and regulatory compliance.
• Exceptional communication, analytical, and leadership skills with the ability to translate strategy into execution.

Employment Details

• Location: On-site required – 4500 W 107th Street, Overland Park, KS
• Reports To: Vice President of Pharmacy Operations
• Team Size: 100+ agents (scaling with organizational growth)
• Travel: Occasional

Benefits

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance
  

AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.

All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.

AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire