Jobs for People with MS: National MS Society

The Manager, Central Services Center Support Services is responsible for leading and overseeing centralized pharmacy support operations, including call center functions, refill management, medication access, order processing, and coordination of ancillary support services. This role ensures efficiency, compliance, and service excellence in supporting UVA Health's pharmacy operations, including specialty, home delivery, and central fill pharmacy services.

The manager will be instrumental in establishing and optimizing workflows within the new UVA Health Pharmacy Central Services Center (CSC), which serves as the central hub for UVA Health’s pharmacy enterprise, supporting multiple retail and specialty pharmacy locations and direct home delivery operations across multiple states.

Key Responsibilities:

Operational Leadership & Strategy

• Oversee and optimize the centralized call center, ensuring timely and effective management of inbound/outbound patient and provider interactions.

• Lead order processing, refill management, and prior authorization support operations to ensure seamless medication access for patients.

• Implement standardized workflows and best practices to enhance operational efficiency, including automation and centralized refill retention strategies.

• Coordinate with the Medication Access Team (MAT) to improve prior authorization turnaround times and payer coordination.

• Develop key performance indicators (KPIs) for operational success, including abandoned call rate reduction, improved turnaround times for first-fill orders, and patient adherence metrics.

People Management & Development

• Manage and mentor a team of ancillary support technicians, providing guidance, training, and career development opportunities.

• Ensure adequate staffing levels to meet demand, aligning with industry best practices for patient-to-technician ratios.

• Foster a culture of excellence, teamwork, and continuous improvement in alignment with UVA Health’s mission and values.

Financial & Strategic Planning

• Support the financial growth and ROI goals of the CSC, ensuring cost-effective service delivery while maintaining high patient satisfaction.

• Collaborate with leadership on budgeting, staffing, and forecasting efforts to align with projected prescription volume growth.

Compliance & Quality Assurance

• Ensure adherence to URAC and ACHC specialty pharmacy accreditation requirements, specifically around call center metrics.

• Maintain compliance with all Virginia Board of Pharmacy regulations regarding centralized fulfillment and medication distribution.

• Implement quality assurance initiatives to enhance patient safety, reduce medication errors, and improve overall service levels.

• Oversees daily pharmacy operation.

• Complete essential human resource functions associated with staff supervision and team leadership.

• Performs and monitors drug distribution procedures in compliance with state and federal laws and regulations as well as The Joint Commission, Medical Center and departmental policies, and all applicable regulatory bodies.

• Serves as the team leader to provide leadership in the delivery of pharmacy services.

• Supports educational mission through training of pharmacy residents, students, and pharmacy technician trainees and continuous professional growth.

• Enhances the quality of delivery of care.

• In addition to the above duties, additional duties may be assigned.

Position Compensation Range: $133,016.00 - $212,825.60 Annual

MINIMUM REQUIREMENTS

Education: Pharmacy degree (B.S. and/or Pharm.D.) from an ACPE accredited College of Pharmacy required. Master's degree preferred.

Experience: 1 year of experience required, management experience preferred. Specialized residency training in pharmacy administration will be considered in lieu of experience.

Licensure: Commonwealth of Virginia State Board of Pharmacy License required.

PHYSICAL DEMANDS

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

The University of Virginia, i ncluding the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex, pregnancy, sexual orientation, veteran or military status, and family medical or genetic information.