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Sr. Director, Coverage Review Operations

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POST DATE 5/18/2017
END DATE 7/17/2017

Express Scripts Dublin, OH

Dublin, OH
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree


Schedule: Full-time

Job ID: 150005DJ


The Sr. Director, Call Center Operations is responsible for the management and direction of multiple operations within the Coverage Review Determination team. This position is responsible for ensuring that quality, cost, and service targets along with client-specific SLA requirements are met. This includes planning, coordinating and directing prior authorization work within corporate and regulatory guidelines. This position manages a portfolio of projects, drives change management, employee engagement and development of team. The Sr Director, Call Center Operations is responsible for creating annual strategic plans for site operations and is accountable to set and manage budget to meet corporate cost goals. In addition, this position will frequently provide site production and cost reporting updates to Senior Management.


Oversee operations in Dublin,OH, Mason, OH, and Vendor Sites.

Develop, monitor and ensure cost, quality and service objectives for these lines of business

Must have executive level experience transforming large operations with successful outcomes in the areas of cost, quality and service.


* Bachelor s Degree or equivalent

* 10+ years operations management with P&L responsibility, Lean manufacturing/Six Sigma expertise, call center and operations excellence experience

* Directed/Managed large teams

* Process Improvement Expertise


Must be client facing with strong presentation skills


Medicare experience is a plus or at a minimum experience with Chapter 18 CMS and star rankings


Ability to work cross functionally with internal stakeholders such as Product, Account Management, IT, and External Clients


Ability to deep dive into core operations to support conflict resolution


Ability to manage a diverse operational team with various communication channels: Phone, Email, Fax


Strong management skills to drive numerous performance guarantees


Excellent Communication skills


Clinical knowledge a plus


The mission of Client Services is to meet market needs for speed, flexibility and reliability, while driving and influencing best operational practices to make Express Scripts the most competitive and effective PBM.

Client Services includes Client and Benefit Administration, Manual Claims Processing, Eligibility, Quality Control, Implementation and the Client Service Center. These centralized functions support the client lifecycle throughout the enterprise to help Express Scripts get it right the first time to increase client satisfaction and reduce waste and the cost of rework.


Advance your career with the company that makes it easier for people to choose better health.
Express Scripts is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes.
Join the company that Fortune magazine ranked as one of the 'Most Admired Companies' in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services.
We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.
Express Scripts is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation.
Express Scripts is a VEVRAA Federal Contractor.

Express Scripts is an EOE
Express Scripts is an Equal Employment Opportunity employer and does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, national origin, nationality, ancestry, age, disability or status as a disabled veteran or veteran of the Vietnam era, pregnancy, affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class. None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics.Applicants must be able to pass a drug test and background investigation and, depending on position requirements, a Department of Defense background investigation. AA/EOE.


One of the largest pharmacy benefits management (PBM) companies in North America, Express Scripts administers the prescription drug benefits of millions of health plan members in the US and Canada. Express Scripts processes claims for about 750 million prescriptions per year, designs drug plans, and offers such services as disease management programs and consumer drug data analysis.

Company Size:
10,000+ Employees
Health Care
Social Media:
1 Express Way
St. Louis, MO 01803
St. Louis, MO 63121

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