Patient Care Pharmacy Operations Specialist

Description

About Us

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Shift details: Full-time employees will work 40 hours per week 

• Monday–Friday, with a variety of shift options available starting as early as 7:00 a.m. and as late as 9:00 pm.
• Saturday, 8:00 am to 4:00 pm (rotating with team)

Position Summary

At Gifthealth, our call center is the heart of our operations—where every interaction puts the patient first. Joining our Pharmacy Operations team means becoming an essential partner in delivering exceptional service and support to our agents, ensuring they can provide accurate, timely information to patients.

As a Pharmacy Operations Specialist, you will work directly with agents, answering inquiries and navigating multiple systems to deliver high-quality assistance. This fast-paced, collaborative environment offers a deep understanding of pharmacy operations, empowering you to meet the needs of both agents and patients with excellence and care.

Key Responsibilities

• Issue Triage: Identify and assess the nature of customer issues, providing accurate and timely information to agents to ensure clear and effective communication with patients.
• Customer Service: Engage directly with patients via phone, chat, or other communication channels to address inquiries, resolve issues, and provide compassionate, high-quality support.
• Agent Support: Serve as a knowledgeable resource for call center agents by answering questions, resolving escalations, and assisting with complex pharmacy-related inquiries.
• System Navigation: Utilize multiple pharmacy and communication systems to research patient information, verify data accuracy, and ensure seamless workflow across platforms.
• Quality Assurance: Maintain a high standard of accuracy and professionalism in all interactions, ensuring compliance with pharmacy policies, procedures, and regulatory requirements.
• Collaboration: Partner with cross-functional teams, including pharmacy, operations, and customer service, to resolve issues efficiently and enhance the overall patient experience.
• Process Improvement: Identify opportunities to streamline workflows, improve accuracy, and enhance communication between agents and patients.
• Documentation: Accurately record interactions, resolutions, and relevant details in appropriate systems to support transparency and operational excellence.
• Patient-Centered Focus: Uphold Gifthealth’s mission by ensuring that both agent and patient needs are met with empathy, efficiency, and exceptional service.

Qualifications

• Education: High School Diploma or equivalent
• Previous experience in customer support, service, or success roles, preferably within healthcare and/or high-growth startups (minimum 2 years).
• Strong problem-solving skills with an emphasis on process improvement.
• Preferred Pharmacy Technician certification; support provided for obtaining this certification.

Work Environment

• Location: On-site / Hybrid 
• Schedule: Full-time
• May require additional availability or flexibility for escalations.
• Regular meetings with teams, departments, or leadership to ensure alignment.

Key Essential Functions [example below key provision - you may require others]

• Must be able to remain seated at a workstation for extended periods while handling calls, chats, and system navigation.
• Must be able to type and use a computer for the majority of the shift, including rapid switching between multiple systems.
• Must be able to communicate clearly and professionally via phone, chat, and written channels.
• Must be able to de-escalate conversations and maintain composure when handling sensitive or urgent patient issues.
• Must be able to independently research and resolve issues by reviewing information across multiple platforms and databases.
• Must be able to maintain accuracy and attention to detail while multitasking in a fast-paced environment.
• Must be able to work scheduled shifts, including rotating Saturdays and occasional schedule adjustments based on business needs.
• Must be able to follow all pharmacy-related compliance, confidentiality, and verification procedures.
• Must be able to collaborate effectively with cross-functional teams, including pharmacy staff, operations, and customer service.
• Must be able to meet performance metrics such as quality, accuracy, productivity, and attendance.

Employment Classification

Status: Full-time
FLSA: Non-Exempt  

Equal Employment Opportunity (EEO) Statement

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.  

We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.