The Director of Operations for Mail Order Pharmacy is responsible for leading all aspects of daily operations within the mail order pharmacy environment. This includes prescription processing, order fulfillment, call center operations, logistics coordination, and quality assurance. The Director will ensure compliance, scalability, efficiency, and exceptional service delivery as the pharmacy supports high-volume prescription fulfillment.

Operational Leadership

Direct the end-to-end mail order pharmacy workflow, including prescription intake, verification, dispensing, packaging, and shipping. Oversee front-end prescription processing, clinical (pharmacist review), and fulfillment teams to ensure operational consistency and high productivity. Ensure operational readiness for scaling capacity to meet peak demand and growth targets.

Team & Performance Management

Lead and mentor pharmacy managers, supervisors, pharmacists, technicians, and support staff across all shifts. Set clear KPIs and performance goals related to script volume, turnaround time, service levels, and accuracy. Drive accountability, continuous training, and staff engagement.

Compliance & Quality Oversight

Ensure full compliance with federal and state Board of Pharmacy regulations, DEA, and accrediting bodies (e.g., URAC, ACHC, NABP). Oversee quality assurance processes, audits, incident management, and continuous improvement plans.

Process Optimization & Technology Enablement

Identify workflow bottlenecks and implement process improvements using lean principles and automation tools. Collaborate with IT, development teams, and vendors to enhance pharmacy management systems, automation, and shipping solutions.

Customer Service & Call Center Support

Partner with the pharmacy call center leadership to ensure optimal service levels, patient communication, and resolution of issues. Monitor service metrics such as average speed to answer (ASA), abandonment rates, and first-call resolution.

Inventory & Logistics

Oversee inventory management processes, including purchasing, reconciliation, returns, and controlled substance handling. Collaborate with logistics and shipping partners to ensure accurate, timely, and cost-effective delivery of medications.

Strategic Planning & Growth

Support strategic planning and business development initiatives for expanding mail order capabilities and new service lines. Provide operational input into pricing, contracting, and new payer relationships.