Mail Order Pharmacy Workforce Operations Specialist

Join Martins Point Health Care - an innovative not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force ofpeople caring for people Martins Point employees are on amission to transform our health care system while creating a healthier community. Martins Point employees enjoy an organizational culture of trust and respect where our values - taking care of ourselves and others continuous learning helping each other and having fun - are brought to life every day. Join us and find out for yourself why Martins Point has been certified as a Great Place to Work since 2015.

Key Outcomes:

• Tracks real-time call volume wait times and other key performance indicators (KPIs) to ensure optimal staffing contractual service requirements are met.
• Ensures that call representatives and pharmacy technicians are following their scheduled start times break times and end times taking corrective action if there are deviations.
• Monitors the performance against established key performance indicators (KPIs) to help identify trends in work areas that may need additional training or process improvement.
• Act as the operational platform subject matter expert assisting with platform vendor weekly meetings and supporting resolution to system issues.
• Assists in creating daily weekly and monthly performance reports for management review highlighting trends in queue performance agent behavior and any issues related to adherence.
• Works closely with supervisors to provide real-time feedback and suggest actions to improve performance.
• Continuous Quality Improvement through evaluation of workflows and standard operating procedures.
• Assists with pharmacy inventory oversight by monitoring inventory levels reviewing medication pricing trends and supporting internal and external audits to ensure inventory accuracy cost control and regulatory compliance.

Education/Experience:

• Bachelors degree in business finance or related field preferred or equivalent experience
• Prior experience in a production environment
• 2 years in a workforce management role or in healthcare setting
• Must have Pharmacy Technician license or ability to obtain within 30 days of hire

Skills/Knowledge/Competencies (Behaviors):

• Proficient with Microsoft Office Suite
• Strong ability to analyze real-time performance data and make quick informed decisions.
• Excellent verbal and written communication skills for providing clear feedback to pharmacy staff and supervisors.
• Ability to focus on small discrepancies in scheduling queue performance and call duration that can affect overall service levels.
• Capable of identifying performance issues and recommending corrective actions or process improvements.
• Able to manage multiple tasks simultaneously and prioritize urgent issues as they arise in a high-volume environment.

There are additional competencies linked to individual contributor provider and leadership roles. Please consult with your leader to discuss additional competencies that are relevant to your position.

This position is not eligible for immigration sponsorship.

We are an equal opportunity/affirmative action employer.

Martins Point complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact

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