Call Center Director Jobs in Puerto Rico (NOW HIRING)

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.    

The team comprises clinical pharmacists, clinical nurses, certified pharmacy technicians, and customer service representatives that complete various functions to successfully meet the operational requirements of each clinical service. The work hours required will require flexibility to work rotating shifts between the hours of 8:00 AM and 8:00 PM CST, Monday through Friday.

The Operations Supervisor will report into the Operations Manager. The Supervisor plays a dual-role position that combines team leadership with direct clinical contributions, such as training, production, and audit. This role supports the Operations Manager in program and project execution while overseeing a team of clinicians and/or non-clinicians. The Supervisor is responsible for ensuring team performance, supporting operational initiatives, and maintaining alignment with departmental and client goals.

This role requires supervisory and operational clinical responsibilities, including performing pharmacist duties aligned with clinical program requirements.

Primary Responsibilities:

• Supervise and support a team of clinical staff to meet performance, productivity, and quality expectations
• Assist the Operations Manager with program execution, project coordination, and operational initiatives
• Monitor and evaluate team performance using key metrics (consult volume, productivity, quality, adherence) and provide feedback and coaching
• Identify performance gaps and implement improvement plans to drive team success
• Support day-to-day call center operations, ensuring workflows and processes are followed efficiently
• Collaborate with cross-functional teams, including managers and program owners, to support program goals and client expectations
• Utilize data and performance metrics to identify trends, improve processes, and support decision-making
• Handle escalated issues and provide timely resolution while maintaining professionalism
• Maintain knowledge of departmental goals, business objectives, and program requirements
• Troubleshoot operational or technical issues and provide guidance to team members
• Ensure compliance with HIPAA regulations, company policies, and operational procedures
• Demonstrate flexibility to support business needs, including working outside regular hours when required
• Perform telephonic consultations with members to complete comprehensive medication reviews and adherence-related outreach
• Assess medication regimens for safety, effectiveness, and adherence
• Provide clinical recommendations related to gaps in care, drug 
  interactions, high-risk medications, and therapeutic alternatives
• Educate members on medications and disease states
• Document clinical interactions accurately and efficiently in accordance with program requirements
• Communicate relevant clinical information to healthcare providers as needed
• Other duties as assigned by Operations Manager

***ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION***  

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Active, unrestricted Pharmacist license or Pharmacist Intern (Pharm D) license in Puerto Rico
• 1 years of experience leading, supervising, or overseeing staff, preferably in a healthcare, pharmacy, or call center environment
• Proven solid critical thinking skills to analyze situations, identify problems, and develop effective solutions
• Technical proficiency with Microsoft Office applications (Excel, PowerPoint, Word, Outlook)
• Experience using data to identify trends and areas for improvement
• Proven ability to troubleshoot technical or operational issues and support team members
• Proven solid English communication (written and verbal) and presentation skills
• Proven ability to work independently and manage multiple priorities in a fast-paced environment
• Demonstrated flexibility with schedule, including ability to work outside standard hours as needed

Preferred Qualifications:

• Experience leading, supervising, or mentoring team members
• Experience overseeing pharmacy staff and/or operational projects
• Proven solid analytical skills with experience improving processes through data-driven insights
• Experience in PBM, clinical operations, or call center environments
• Proven knowledge of call center operations, workflows, and performance expectations
• Demonstrated familiarity with Medication Therapy Management (MTM) or similar clinical programs
• Proven ability to work onsite in our offices located in San Juan, PR

Soft Skills:

• Inspire and motivate team members to achieve performance goals
• Lead by example and foster a positive and collaborative work environment
• Adapt to changing circumstances and operational demands
• Demonstrate openness to feedback and a commitment to continuous improvement
• Maintain professionalism and a solid commitment to departmental success
• Ability to clearly convey expectations, instructions, and feedback to team members
• Solid presentation skills and ability to communicate across organizational levels
• Solid problem-solving skills, particularly in handling escalated issues
• Ability to think critically and make timely, effective decisions
• Ability to collaborate cross-functionally to resolve operational challenges
• Skilled in resolving conflicts within teams and with members
• Ability to manage stress and maintain composure in high-pressure situations
• Demonstrates empathy and patience when interacting with team members and members

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.