Manager Drug Safety Operations & Client Success
About The Position
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. The Manager, Drug Safety Operations & Client Success is a licensed pharmacist responsible for overseeing all workflows related to prescription replacements, medication safety events, and client-facing drug safety operations. This role ensures that all replacement prescriptions and drug safety resolutions are completed accurately, compliantly, and in full alignment with state Board of Pharmacy laws and internal regulatory standards. This pharmacist leader manages a team of Drug Safety Specialists and certified pharmacy technicians, driving performance, efficiency, documentation rigor, and SLA adherence. They serve as the clinical authority for replacement approval pathways, while also maintaining strong relationships with clients and partners to ensure confidence in Gifthealth’s processes. The ideal candidate is an operationally minded pharmacist with deep experience in compliance, medication safety, high-volume pharmacy workflows, and technology-enabled process improvement.
Requirements
- Active, unrestricted Pharmacist license (RPh or PharmD required).
- Minimum 3–5 years of experience in pharmacy operations, drug safety, quality, or fulfillment.
- Strong working knowledge of prescription workflows, safety incident handling, and state pharmacy regulations.
- Experience designing and executing compliant workflows in a high-volume, fast-paced environment.
- Demonstrated success implementing process improvements, technology enhancements, or automation initiatives.
- Excellent communication, clinical reasoning, and problem-solving skills.
Nice To Haves
- Prior leadership or supervisory experience overseeing technicians or operational teams preferred.
Responsibilities
- Serve as the pharmacist authority over all drug safety workflows, ensuring every replacement prescription meets regulatory, clinical, and documentation requirements.
- Lead and manage a team of Drug Safety Specialists and certified pharmacy technicians executing replacement tasks.
- Provide pharmacist-level review and signoff on replacements, safety escalations, and medication integrity concerns.
- Ensure all technician-delegated tasks comply with state Board of Pharmacy delegation requirements.
- Oversee the full lifecycle of replacement processing, including clinical decision-making, documentation, root-cause categorization, and communication pathways.
- Establish clinical and operational protocols to manage RTS (return-to-sender) events, temperature excursions, damaged product, incorrect shipments, and other safety scenarios.
- Maintain airtight documentation standards, ensuring all events are recorded, audited, and retained according to internal SOPs and regulatory expectations.
- Ensure the team consistently meets turnaround times, patient expectations, and regulatory requirements.
- Interpret and apply Board of Pharmacy rules related to drug safety, integrity, and replacement workflow requirements.
- Collaborate with Legal, Compliance, and Quality teams to build and maintain SOPs governing drug safety processes.
- Serve as a key stakeholder during audits, accreditation reviews, and compliance initiatives.
- Ensure audit readiness and adherence to all state and federal pharmacy regulations.
- Partner with Engineering, Product, and Automation teams to introduce workflow tools that optimize drug safety processes.
- Identify opportunities to eliminate manual work, improve speed, reduce errors, and create scalable automation pathways.
- Use data-driven insights to detect bottlenecks, improve SLAs, and refine end-to-end workflows.
- Ensure systems are optimized for documentation accuracy, routing logic, and pharmacist signoff.
- Act as the operational and clinical point of contact for partners regarding replacement workflows, safety case patterns, and service expectations.
- Ensure clients understand the legally required processes for replacements and the rationale behind specific safety or clinical decisions.
- Provide structured reporting, insights, and recommendations to maintain strong client confidence.
- Collaborate with external partners when patterns emerge that require prescriber or program-level interventions.
- Ensure patients receive timely, clear, and accurate communication regarding replacement status and drug safety issues.
- Set, track, and consistently exceed SLA commitments, including turnaround time, documentation accuracy, and patient resolution speed.
- Develop escalation pathways for pharmacist counseling when clinical conversations are needed.
- Drive exceptional service outcomes rooted in patient-centric communication and safety.
- Develop dashboards and reporting mechanisms to track replacement volume, turnaround times, incident categories, and SLA performance.
- Conduct trend analyses to identify opportunities for risk reduction, prevention, and workflow optimization.
- Partner with Finance and Operations to evaluate cost implications and efficiency gains tied to drug safety improvements.
Benefits
- We celebrate diversity and are committed to creating an inclusive environment for all employees.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
