Position Summary
The General Manager (GM) is the senior operational leader of the long term care pharmacy and is accountable for the full performance of the business – operationally, financially, and culturally. Serving skilled nursing facilities (SNFs), assisted living communities (ALCs), and hospice providers across Arizona, the GM ensures the pharmacy delivers exceptional, uninterrupted medication services to some of the state’s most vulnerable patient populations.
This is a high-impact leadership role requiring a rare combination of operational discipline, financial acumen, data-driven decision-making, and a genuine obsession with customer service excellence. The GM leads cross-functional teams spanning pharmacy operations, logistics, technology, sales, billing, and human resources while driving an aggressive growth agenda and building a culture of accountability, innovation, and continuous improvement.
The ideal candidate is a results-oriented executive who thrives in complexity, embraces change as an opportunity, and understands the nuanced dynamics of the long term care pharmacy industry in the context of a rapidly evolving healthcare landscape.
Essential Duties and Responsibilities
1. Day-to-Day Pharmacy Operations
- Provide executive oversight of all daily pharmacy operations, ensuring accuracy, efficiency, and regulatory compliance across all functional areas.
- Establish, monitor, and continuously improve standard operating procedures (SOPs) for dispensing, verification, packaging, delivery, and documentation.
- Hold department leaders accountable to operational standards and performance metrics through regular check-ins, scorecards, and structured performance reviews.
- Identify and eliminate operational bottlenecks, waste, and inefficiencies using data-driven methodologies.
- Serve as the ultimate internal escalation point for complex operational issues requiring executive-level resolution.
- Foster a culture of operational excellence, personal accountability, and continuous improvement across all departments.
2. Budgeting, Payroll & Financial Performance
- Own and manage the pharmacy’s annual operating budget, including revenue projections, cost of goods, labor, overhead, and capital expenditure planning.
- Partner with ownership and finance to develop multi-year financial plans aligned with the pharmacy’s growth strategy.
- Monitor financial performance against budget on a monthly and quarterly basis; analyze variances and implement corrective action as needed.
- Oversee payroll administration and workforce cost management, ensuring accuracy, compliance, and alignment with labor budget targets.
- Drive margin improvement initiatives including formulary management, generic substitution programs, purchasing optimization, and waste reduction.
- Prepare and present financial performance reports to ownership and the board with clear analysis, trend identification, and forward-looking recommendations.
3. Data-Driven Management & Key Performance Indicators (KPIs)
- Establish a comprehensive KPI framework spanning all operational domains: dispensing accuracy, delivery timeliness, fill rates, billing cycle times, customer satisfaction scores, employee turnover, and revenue per patient.
- Build and maintain real-time performance dashboards accessible to department managers, enabling proactive decision-making at every level of the organization.
- Lead a data-first management culture – requiring all operational and strategic decisions to be grounded in evidence, trend analysis, and measurable outcomes.
- Conduct structured data reviews with department leaders on a weekly and monthly cadence to assess performance, identify risks, and prioritize resources.
- Leverage data analytics to identify growth opportunities, customer retention risks, workforce trends, and operational improvement areas before they become problems.
- Champion the adoption of reporting tools, business intelligence platforms, and pharmacy analytics systems to improve organizational visibility and agility.
4. Regulatory Compliance
- Ensure the pharmacy maintains full, continuous compliance with all applicable federal and state regulations, including Arizona Board of Pharmacy (AzBOP), CMS conditions of participation, DEA, HIPAA, and OSHA requirements.
- Lead preparation for regulatory inspections, state surveys, and accreditation reviews; serve as the primary organizational point of contact for regulatory bodies.
- Maintain current knowledge of evolving long term care pharmacy regulations, CMS reimbursement policies, and state licensure requirements; translate regulatory changes into operational updates in a timely manner.
- Oversee the pharmacy’s compliance program including policy maintenance, staff training, incident documentation, and corrective action plans.
- Collaborate with legal counsel and compliance consultants as needed to navigate complex regulatory matters.
5. Billing, Reimbursement & Collections
- Participate actively in oversight of the billing and collections function, ensuring accurate and timely claim submission to Part D plans, Medicaid (AHCCCS), commercial payers, and private pay accounts.
- Monitor billing KPIs including days sales outstanding (DSO), denial rates, clean claim rates, and collection ratios; drive performance improvements through structured accountability.
- Collaborate with the billing team and pharmacy director to reduce claim denials, appeal underpayments, and maximize reimbursement for all dispensed medications.
- Stay current on reimbursement changes affecting long term care pharmacy, including DIR fee structures, PBM contract terms, and AHCCCS managed care policies.
- Ensure compliance with all payer contract requirements, prior authorization protocols, and documentation standards to protect revenue integrity.
6. Technology & Telecommunications
- Provide strategic oversight of all pharmacy technology systems, including pharmacy management software (PMS), eMAR/eMR interfaces, automated dispensing platforms, telephony systems, and business intelligence tools.
- Partner with the technology lead and vendors to evaluate, implement, and optimize systems that improve operational efficiency, reduce errors, and enhance the customer and patient experience.
- Ensure the pharmacy’s telecommunications infrastructure – including inbound call management, after-hours support, and facility communication systems – meets the demands of a 24/7 long term care pharmacy operation.
- Drive the adoption of innovative technology solutions that position the pharmacy competitively and support the organization’s growth objectives.
- Maintain appropriate cybersecurity standards and HIPAA-compliant data management practices across all technology platforms.
- Evaluate emerging technologies including AI-assisted dispensing, telepharmacy capabilities, and digital care coordination tools for potential integration into operations.
7. Recruitment, Workforce Development & Employee Management
- Partner with HR and department managers to attract, recruit, and retain top talent across all pharmacy disciplines, including pharmacists, technicians, delivery drivers, billing staff, and administrative personnel.
- Build and sustain a high-performance workplace culture rooted in accountability, respect, professional growth, and shared commitment to patient care.
- Implement structured onboarding, training, and competency assessment programs to accelerate productivity and ensure workforce readiness.
- Establish clear performance management frameworks: define role expectations, conduct regular performance reviews, and ensure timely, constructive feedback at all levels.
- Develop a talent pipeline and succession plan for key roles, including pharmacy leadership, operations management, and customer-facing positions.
- Identify and invest in high-potential employees through mentoring, professional development opportunities, and expanded responsibilities.
- Ensure compliance with Arizona and federal employment law across all HR activities, including hiring, compensation, leave management, and separation.
8. Operations, Logistics & Statewide Delivery Oversight
- Oversee the pharmacy’s internal logistics operations and all third-party delivery and courier partnerships to ensure timely, accurate, and professional medication delivery to customers statewide.
- Establish and enforce delivery performance standards including on-time delivery rates, exception handling protocols, and customer communication expectations.
- Monitor statewide delivery KPIs in real time; investigate systemic delivery failures and implement sustainable corrective actions.
- Manage logistics vendor relationships and contracts, ensuring service level agreements (SLAs) are met, costs are controlled, and contingency plans are in place for service disruptions.
- Evaluate and optimize delivery routes, schedules, and fulfillment workflows to balance speed, cost, and customer satisfaction.
- Ensure all delivery operations comply with state and federal requirements for controlled substance transport, cold chain management, and HIPAA-compliant handling.
9. Sales, Marketing & Business Development
- Actively participate in the oversight and strategic direction of the pharmacy’s sales and marketing team, ensuring alignment between business development activities and operational capacity.
- Collaborate with the sales team to develop and execute customer acquisition strategies targeting SNFs, ALCs, and hospice providers across Arizona.
- Participate in key customer relationship meetings, contract negotiations, and executive-level sales calls to reinforce the pharmacy’s commitment at the leadership level.
- Ensure marketing efforts accurately and compellingly communicate the pharmacy’s value proposition, service differentiators, and growth story to prospective and existing customers.
- Monitor sales pipeline, customer retention metrics, and competitive market intelligence to inform strategy and resource allocation.
- Hold sales and marketing team members accountable to clearly defined performance goals, activity metrics, and revenue targets.
10. Customer Service Excellence
- Champion an organizational culture defined by an unwavering obsession with customer service excellence at every touchpoint – from the pharmacy counter to the delivery dock to the phone line.
- Establish customer service standards and expectations for all customer-facing roles; ensure consistent delivery through training, measurement, and accountability.
- Monitor customer satisfaction through structured feedback programs, Net Promoter Score (NPS) tracking, and formal complaint management processes.
- Lead the resolution of escalated customer concerns with urgency, transparency, and a genuine commitment to making things right.
- Cultivate long-term, partnership-level relationships with key customers including Directors of Nursing, Administrators, and Executive Directors at facility and system levels.
- Use customer feedback and satisfaction data as a primary input for operational improvement planning.
11. Strategic Planning & Business Growth
- Lead and actively participate in the pharmacy’s annual and long-range strategic planning process, setting organizational priorities, growth targets, and resource allocation decisions.
- Drive execution of an aggressive growth plan, including new customer acquisition, geographic expansion within Arizona, and potential expansion of service lines.
- Identify strategic opportunities and threats in the Arizona long term care market, including competitor activity, payer landscape changes, and healthcare consolidation trends.
- Build and maintain a strategic roadmap that balances near-term performance with long-term positioning, ensuring the pharmacy remains competitive in an increasingly complex healthcare environment.
- Evaluate and pursue strategic partnerships, acquisitions, or joint ventures that align with the pharmacy’s growth vision.
12. Innovation & Business Model Adaptation
- Embrace and lead organizational adaptation to the complex, dynamic nature of the long term care pharmacy industry, including regulatory shifts, payer model evolution, care delivery changes, and disruptive market forces.
- Proactively identify emerging trends in healthcare, pharmacy, and long term care and translate them into actionable strategic and operational adjustments.
- Foster an organizational culture that rewards innovation, intellectual curiosity, and calculated risk-taking.
- Challenge legacy processes and assumptions with a willingness to reimagine the pharmacy’s operating model when the business case supports it.
- Engage with industry associations, trade groups, and peer networks to maintain a leading-edge perspective on industry evolution.
Qualifications
Education
- Required: Bachelor’s degree in Business Administration, Healthcare Administration, Health Sciences, or a closely related field from an accredited institution.
- Preferred: Master’s degree in Business Administration (MBA), Health Administration (MHA), Healthcare Management, or equivalent graduate-level qualification.
- Relevant professional certifications (e.g., Certified Pharmacy Technician, Certified Medical Manager, Lean Six Sigma) are a plus.
Experience
- Minimum five (5) years of progressive management or executive leadership experience, with at least three (3) years in a multi-department or general management role.
- Prior experience in long term care pharmacy, specialty pharmacy, home health, or a closely related healthcare operations environment strongly preferred.
- Demonstrated track record of managing operational budgets, driving financial performance, and delivering results in a metrics-driven environment.
- Proven experience leading diverse, cross-functional teams including operations, sales, logistics, and administrative functions.
- Experience managing third-party vendor and logistics partner relationships.
- Background in healthcare regulatory compliance (CMS, DEA, HIPAA, state pharmacy board) is highly valued.
Knowledge, Skills & Abilities
- Deep understanding of long term care pharmacy operations, reimbursement models, and the regulatory environment governing SNFs, ALCs, and hospice pharmacy services.
- Advanced financial literacy: budgeting, P&L management, variance analysis, and healthcare revenue cycle.
- Strong command of data analytics and business intelligence tools; ability to translate complex data into clear operational insights and decisions.
- Exceptional leadership presence with the ability to inspire high performance, navigate conflict, and drive cultural change.
- Superior verbal and written communication skills; comfortable presenting to ownership, boards, customers, and regulatory bodies.
- Strategic thinker with the operational discipline to execute plans with precision and urgency.
- Proficiency with pharmacy management systems, Microsoft Office Suite (especially Excel and PowerPoint), and EHR/eMAR platforms.
- Valid Arizona driver’s license for statewide customer and partner travel.
Core Leadership Competencies
Competency What It Looks Like
Strategic Vision Sees the long game while executing the short game; balances growth ambition with operational discipline.
Data-Driven Leadership Demands evidence over intuition; builds systems that surface the right information at the right time.
Customer Obsession Treats every customer interaction as a reflection of the organization’s character and commitment.
Financial Stewardship Protects margin, manages costs, and drives revenue with the precision of an owner.
People Developer Invests in talent, holds people accountable, and builds teams that outlast any individual.
Operational Excellence Relentlessly simplifies, standardizes, and improves the way work gets done.
Change Leadership Embraces disruption, communicates change effectively, and brings the organization along.
Accountability Sets clear expectations, follows through on commitments, and owns outcomes fully.
Innovation Mindset Questions the status quo, seeks new approaches, and creates space for creative thinking.
Integrity Acts with honesty and transparency in all dealings with staff, customers, and regulatory bodies.
Physical Requirements & Work Environment
- Primarily office-based at the Arizona pharmacy facility with regular statewide travel to customer facilities and logistics partners.
- Ability to sit, stand, and work at a computer for extended periods.
- Valid Arizona driver’s license and reliable transportation for site visits and business travel.
- Occasional evening, weekend, or on-call availability required to address operational urgencies, customer escalations, or regulatory matters.
Physical ability to tour pharmacy and warehouse areas, including walking, bending, and lifting up to 25 lbs. as needed.
Pay: From $73,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Work Location: In person
