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Job Description
The Pharmacy Hub Business Process Senior Professional is responsible for designing, documenting, implementing, and continuously improving the workflows, change practices, and knowledge infrastructure required to launch and scale Pharmacy Hub Operations. This role connects business requirements to frontline execution by translating program designs, system capabilities, clinical and operational requirements, and client commitments into clear end-to-end processes, standard operating procedures, job aids, knowledge content, and change plans.
During launch, this role will work across Access Operations, Service Operations, Clinical Operations, pharmacy fulfillment, Implementation, Product, Technology, Quality, Compliance, Training, Workforce Management, Analytics, and external partners. The Senior Professional will help ensure that new processes are operationally sound, understood by impacted teams, reflected consistently across documentation and systems, and ready for adoption before go-live. Following launch, the role will support ongoing workflow governance, change intake, knowledge management, and continuous improvement as the hub adds programs, clients, therapies, channels, and capabilities.
The ideal candidate brings experience in healthcare or pharmacy operations, process design, change management, and knowledge management. Success requires strong facilitation and documentation skills, the ability to understand complex cross-functional workflows, disciplined governance, and a practical orientation toward making processes usable for frontline teams and measurable for operational leaders
Required Experience
- Bachelor’s degree or equivalent experience in business process management, healthcare operations, pharmacy operations, change management, knowledge management, implementation, quality, or a related field.
- 3+ years of experience designing, documenting, implementing, or improving cross-functional business processes in a complex operating environment.
- Demonstrated experience creating process maps, SOPs, work instructions, decision trees, job aids, knowledge articles, or other operational documentation.
- Experience supporting organizational change, system implementation, operational readiness, or adoption of new workflows and policies.
- Strong facilitation, writing, requirements translation, stakeholder management, problem-solving, and project coordination skills.
- Ability to organize complex information, manage multiple concurrent changes, and maintain disciplined version control and documentation governance.
- Experience using operational data, quality findings, employee feedback, or root-cause analysis to drive measurable process improvements.
Preferred Experience
- Experience in manufacturer hub services, specialty pharmacy, patient access, reimbursement support, clinical services, pharmacy fulfillment, PBM, or healthcare contact center operations.
- Working knowledge of benefits verification, prior authorization, appeals, financial assistance, patient and provider service, clinical outreach, adherence, or specialty pharmacy workflows.
- Experience with process-mapping and documentation tools such as Microsoft Visio, Microsoft Power Automate, Microsoft SharePoint, Microsoft Teams, or Microsoft 365 knowledge solutions.
- Experience with CRM, case-management, knowledge-management, workflow-automation, quality-management, or learning-management platforms.
- Lean Six Sigma, Change Management, Certified Business Process Professional, project management, or knowledge-management training or certification.
- Experience supporting regulated healthcare documentation, privacy, audit readiness, controlled documents, clinical protocols, or quality-management systems.
- Experience in a greenfield, start-up, new-client implementation, or rapidly scaling operating environment.
Work at home requirements:
To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
Satellite, cellular and microwave connection can be used only if approved by leadership.
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
SSN Alert:
Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana's secure website
Use your skills to make an impact
Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$59,300 - $80,900 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.Application Deadline: 10-19-2026
About us
About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
