Director, Member Experience
Core
Lead a multi-channel care team (phone, chat, email) of pharmacy technicians and pharmacists to deliver member support and optimize medication usage.
Role type
Senior Director of Member Experience / Operations
Builds
Omnichannel member support services and medication optimization strategies
Domain
Healthcare / Pharmacy Benefit Management (PBM)
Required skills
People leadership, operational strategy, data analytics, cross-functional partnership, process optimization, change management
Preferred skills
Pharmacy operations, PBM, healthcare services
Technologies
Chat platforms, call tracking systems, AI-assisted workflows
Responsibilities
Lead and develop a team across telephony, email, chat, and other digital channels; Set team structure and staffing plans; Own operational performance across every channel; Collaborate with clinical leadership to implement member specific medication optimization strategies; Partner with product and engineering teams to define requirements for tools the care team relies on.
Seniority
Director, hands-on leadership