Description
Who We Are :
Clarest Health is transforming how healthcare is delivered by combining innovative technology with compassionate, patient-centered care. Through our CSS Health division and our cutting-edge MTMPath™ platform, we empower health plans and providers to deliver exceptional Medication Therapy Management (MTM) services that improve outcomes for Medicare Part D beneficiaries. Our advanced analytics, automated pharmacy solutions, and expert teams of pharmacists, clinicians, and support professionals ensure patients receive the right care at the right time.
From innovative dispensing solutions to comprehensive medication reviews, we’re redefining the future of pharmacy services—streamlining operations, improving patient outcomes, and supporting healthcare professionals nationwide. Join our mission-driven team and help shape a healthier future for patients and communities across the country.
About the Role :
Are you a dynamic operations leader who thrives on driving performance, empowering teams, and elevating the patient experience? As the Director of Call Center Operations at Clarest Health, you’ll lead a high-impact, centralized call center that sits at the heart of how we deliver pharmacy services, medication therapy management (MTM), and patient engagement programs. You’ll shape strategy and execution for a team of clinical and non-clinical professionals, ensuring exceptional service, operational excellence, and a seamless patient journey. This is your opportunity to build and scale a mission-driven operation that directly improves health outcomes—while leading a talented, passionate team in a growing organization.
Location : 4645 E Cotton Center Blvd, Phoenix AZ (hybrid)
Salary : starting at $140k + bonus, with final compensation based on experience and qualifications
Reports To : Sr. Vice President, Diversified Services
Travel Requirement : Limited Travel (up to 10%)
What We Offer :
Hybrid Work Model (Onsite + Remote)
Comprehensive Benefits
- Medical, Dental and Vision Insurance (as low as $13.73 / pay)
- Paid Time Off to recharge and refresh
- Free Virtual Care & Telemedicine – healthcare at your fingertips, anytime, anywhere
- 401k with company match – invest in your future with usLife Insurance, Pet Insurance, and more!
Referral Bonuses : Help us grow and get rewarded for it
Meaningful Work : Make a real difference in the lives of others every day
Growth Opportunity : Be part of a fast growing company with exciting opportunities ahead
Amazing People : Join a collaborative, mission-driven team that values innovation and impact
Key Responsibilities :
Operational Leadership
Lead all aspects of daily call center operations across pharmacy and patient engagement teams.Manage Supervisors overseeing Pharmacists, LPNs, and Patient Engagement Specialists; ensure consistent performance, communication, and alignment to goals.Drive achievement of key performance metrics : service level, average handle time, quality, productivity, and patient satisfaction.Translate forecasts and staffing models from Workforce Management into daily execution plans.Oversee non-clinical quality assurance, training, and performance management for call center staff.Lead daily huddles, weekly operations reviews, and monthly business reviews to drive accountability and continuous improvement.Establish standard operating procedures and escalation pathways between pharmacy, LPN, and engagement teams.Partner with Client Success to drive client retention by jointly owning client-specific program performance, conducting regular performance reviews and root-cause analyses, co-designing tailored interventions and escalation plans, and providing dedicated operational and clinical support to ensure agreed outcomes and continuous improvement.People Leadership and Engagement
Directly manage call center supervisors and support staff (QA, training, admin).Indirectly oversee ~100–150 front-line employees (Pharmacists, LPNs, PES).Provide leadership, coaching, and professional development to supervisors to build management capability.Partner with HRBP and SVP to strengthen engagement, retention, and performance culture.Lead recognition and communication routines that reinforce Clarest’s mission and values.Performance, Process, and Quality Improvement
Manage call center operational budgets, monitor costs, and drive efficiency while maintaining service quality.Develop and monitor real-time operational dashboards; anticipate and resolve performance variances.Partner with Workforce Management to forecast staffing, review trends, and plan for peak periods.Use Lean or Six Sigma tools to streamline workflows, improve utilization, and reduce rework.Collaborate with IT and analytics teams to refine reporting and automation within WFM or CRM tools (e.g., NICE, Calabrio, Verint).Drive accountability for compliance with HIPAA, CMS MTM program standards, and internal documentation procedures.The ability to adhere to Clarest’s Code of Conduct, follow Clarest Compliance policies and procedures, and report any suspected violations of any federal or state laws to either their direct supervisor, Human Resources or the Compliance Officer.Qualifications :
Bachelor’s degree required.Master’s degree in Business, Health Administration, or Operations preferred.8–10 years of experience in healthcare operations.3–5 years of experience managing large call center or service teams (100+ employees).Skills + Abilities :
Experience managing or partnering with licensed clinical teams (pharmacy, nursing, MTM).Advanced Microsoft Excel proficiency (pivot tables, complex formulas, VLOOKUP / XLOOKUP, INDEX / MATCH, data modeling, Power Query, charts, conditional formatting, automated reporting).Strong analytical skills with expertise in KPI tracking and performance management.Proficiency with call center operations and workforce management tools (e.g., NICE, Calabrio, Verint, Power BI).Proven success driving process improvements (Lean / Six Sigma preferred).Knowledge of healthcare regulations, HIPAA, and quality / safety reporting standards.Exceptional communication, leadership presence, and ability to lead through influence.Clarest is an Equal Opportunity Employer. Reasonable accommodations will be made to enable individuals with disabilities to apply for a job or to perform the essential functions of their job. Please advise us if you require a reasonable accommodation.
