Patient Care Pharmacy Operations Specialist

Gifthealth • Columbus, OH

24d • Hybrid

About The Position

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.

Requirements

• 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.
• 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.

Nice To Haves

• Pharmacy Technician certification; support provided for obtaining this certification.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 51-100 employees