HR Director, Service Delivery

The HR Director, Service Delivery leads the human resources strategy and day-to-day HR operations for all clinical operations across Stellus Rx , including pharmacy operations, clinical pharmacists, care coordination, and patient services teams. This role partners closely with clinical leadership to address the unique workforce needs of a regulated, patient-facing environment-licensure and credentialing, staffing ratios, shift-based scheduling, and clinical career pathing-while driving engagement, retention, and operational excellence. The HR Director, Service Delivery manages one direct report and works in close partnership with the HR Director, Shared Services to ensure a unified, enterprise-wide HR experience.

Key Responsibilities

• Serve as the primary strategic HR partner to clinical operations leadership, advising on staffing models, workforce planning, and organizational design for pharmacy and clinical service teams.
• Lead full-cycle employee relations for clinical staff, including investigations, performance management, coaching, and conflict resolution, with sensitivity to licensure and regulatory considerations.
• Partner with CPO on clinical hiring strategy, including sourcing for licensed pharmacists, pharmacy technicians, and other credentialed roles, and support interviewing and selection.
• Oversee HR support for credentialing, licensure tracking, and continuing education compliance in partnership with clinical and compliance leadership.
• Partner with leadership on the performance management cycle (goal setting, reviews, calibration) for clinical operations, ensuring practices reflect the realities of shift-based, patient-facing work.
• Design and implement retention, engagement, and career development programs specific to clinical and pharmacy talent, including clinical career ladders.
• Evaluate clinical roles, benchmark pay against clinical labor markets, and ensure internal equity across supported teams.
• Lead organizational change initiatives affecting clinical operations (staffing model changes, integration of clinical teams, workflow redesign), including communication and change management planning.
• Ensure compliance with employment law and applicable healthcare workforce regulations across clinical operations; maintain accurate and audit-ready employee and credentialing records.
• Manage, coach, and develop the HR Advisor, Service Delivery, setting priorities and reviewing work quality.
• Collaborate with the HR Director, Shared Services and CPO on enterprise-wide HR programs, policies, systems, and initiatives to ensure consistency across the combined organization.
• Analyze clinical workforce metrics (turnover, vacancy rates, time-to-fill for licensed roles, engagement) and present insights and recommendations to leadership.

Supervisory Responsibility

This role directly manages direct report(s), the HR Advisor, Service Delivery, and is accountable for that individual's performance, development, and workload.

Education

• Bachelor's degree in Human Resources, Business Administration, or a related field required; Master's degree preferred.
• HR certification (SHRM-CP/SCP, PHR/SPHR) preferred.

Experience

• 5+ years of progressive HR experience, including at least 3 years in an HR business partner or HR leadership role supporting clinical, healthcare, or pharmacy operations.
• Experience supporting a licensed/credentialed workforce (e.g., pharmacists, nurses, clinicians) strongly preferred.
• Experience in a specialty pharmacy, PBM, or clinical services organization is a plus.
• Demonstrated experience leading employee relations matters, organizational design, and change management initiatives in a regulated environment.
• Prior experience managing or mentoring at least one direct report.

Knowledge, Skills & Abilities

• Strong working knowledge of federal and state employment law (FLSA, FMLA, ADA, EEO, etc.) and familiarity with healthcare workforce regulatory considerations.
• Excellent consultative, coaching, and conflict-resolution skills with the ability to influence clinical leaders at all levels.
• Ability to balance strategic HR partnership with hands-on execution in a lean HR team.
• Strong analytical skills with the ability to translate clinical workforce data into actionable recommendations.
• High degree of discretion, sound judgment, and integrity when handling confidential information.
• Excellent written and verbal communication skills; ability to build trust with clinical staff.
• Proficiency with HRIS platforms and Microsoft Office/Google Workspace tools.

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