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Humana Associate Director, Pharmacy Customer Success - Northwest in Davenport, Iowa


As the Associate Director, Customer Success for Humana Pharmacy Solutions, you are accountable to provide strategic direction and leadership to a team of pharmacists to maximize the utilization of pharmacy products and services while building a solid strategy around how HPS should engage and service the Provider and the MAPD regions. You will lead a team of high-performing pharmacists in an assigned MAPD Division, while driving collaboration across a heavily matrixed environment inside and outside the Humana Pharmacy organization.


The scope of integration partners includes:

  • The PBM, which is Humana's captive PBM, Humana Pharmacy Solutions;

  • The Pharmacies, which includes Humana's captive mail, specialty and retail pharmacies, Humana Pharmacy and PrescribeIT;

  • The Providers, which includes Humana's network of primary care providers and specialists in fee-for-service, path-to-value, and full capitation payment models; includes independent, IPA and MSO organizational models; includes Humana's owned, JV, alliance and affiliated provider organizations, etc.

  • Divisional and regional leaders/teams for an assigned division

Duties & Responsibilities

  • Lead the development and execution of pharmacy-provider integration strategy for the whole team and for an assigned division and its regions

  • Lead a team of associates comprised of clinical pharmacists to achieve goals specific to mail order growth, Pt. Safety/Quality, Spend and Trend, formulary planning/activation, and new product adoption

  • Establish strong working relationships with key regional leadership teams to grow the work of the team and to manage barriers to success

  • Serve as a key sponsor for various work groups and SME teams within the larger team

  • Be an agent for change within Humana's Pharmacy organizations: provide thought leadership, champion causes, lead 'test-and-learn' pilots and implementing best practice initiatives

  • Develop and maintain key partnerships with the entire Customer Success team to assist in the implementation of strategies and initiatives

  • Work closely with assigned direct reports to further Humana's approach to associate engagement

  • Develop and maintain partnerships with key provider organizations as needed to help associates be successful in achieving their goals.

  • Develop and maintain partnerships with key data / technology teams throughout Humana, including but not limited to Pharmacy Analytics, Provider Analytics, Corporate IT, Service Fund

  • Establish solid metrics needed to gauge successful interaction with key partners

Required Qualifications

  • Bachelor's degree in business, finance, pharmacy or a related field

  • 10+ years of experience developing and leading successful strategies

  • Experience in healthcare and PBM industry

  • Success leading teams, including direct-reports, indirect reports and matrixed functions

Role Desirables:

  • A postgraduate degree such as MBA, MHA, PharmD

  • Experience in product development

  • Experience in program management

  • Success leading teams made up of clinicians highly preferred

  • Experience in managed care highly preferred

‚Äč Additional Information:

Travel up to 20%

Must reside within the Northwest Division or one of the states listed in the job posting locations.

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.

Scheduled Weekly Hours