Quality & Continuous Improvement Specialist

Gifthealth Inc•Columbus, OH

4d•$63,300 - $74,500•Onsite

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 Quality & Process Improvement Specialist is a critical role inside Gifthealth's pharmacy operations, responsible for driving measurable improvements in quality, accuracy, compliance, and operational efficiency. This person owns the internal audit function, leads structured process improvement initiatives, and serves as a key partner to operations, clinical, and compliance teams. You will dig into workflows, identify gaps, design solutions, and track outcomes, bringing both the analytical rigor of a quality professional and the energy of someone who genuinely loves making things work better. This role is ideal for someone who thrives in a fast-moving, purpose-driven environment and understands that in pharmacy, quality is patient safety.

Requirements

Bachelor’s degree in quality management, healthcare, business, operations management, or related field (Required)
5+ years of experience in pharmacy operations, healthcare quality, or a regulated operations environment (Required)
Demonstrated experience conducting internal audits, including planning, execution, reporting, and CAPA tracking (Required)
Working knowledge of pharmacy compliance and regulatory requirements (state board, USP, HIPAA (Required)
Strong analytical skills with the ability to interpret operational data and translate findings into clear recommendations (Required)
Excellent written communication skills, including the ability to write clear SOPs, audit reports, and executive summaries (Required)
Organized, detail-oriented, and capable of managing multiple projects simultaneously (Required)
Knowledge of quality management principles in regulated environments; Good Documentation Practices (GDP) and data integrity standards; process improvement methodologies (Lean, Six Sigma, continuous improvement); and audit readiness and compliance expectations (Required)
Knowledge of pharmacy or healthcare operational workflows; QMS systems and quality tracking tools; and regulatory frameworks (FDA, Board of Pharmacy, etc.) (Required)
Data analysis and trend identification skills (Required)
Process mapping and workflow improvement skills (Required)
Root cause analysis and problem-solving skills (Required)
Cross-functional collaboration skills (Required)
Abilities to identify quality risks and process inconsistencies (Required)
Ability to translate findings into actionable improvements (Required)
Ability to Influence teams to adopt standardized processes (Required)

Nice To Haves

Quality or compliance-related certifications
Lean Six Sigma certification (Green Belt or higher) (Preferred)
Experience in specialty pharmacy, DTP dispensing, or hub services (Preferred)
Familiarity with URAC or ACHC accreditation standards (Preferred)
Experience using pharmacy management or quality management systems (QMS) (Preferred)
Facilitation of improvement initiatives or workshops skills (Preferred)
Ability to anticipate quality issues and proactively implement preventative improvements (Preferred)

Responsibilities

Lead continuous quality improvement (CQI) initiatives across dispensing, fulfillment, and patient care workflows, identifying root causes and implementing sustainable corrective actions.
Monitor and analyze quality metrics and KPIs, including error rates, near-miss events, turnaround times, and patient complaints, generating actionable insights for leadership.
Manage the quality event tracking process, including documentation, investigation, root cause analysis (RCA), and CAPA (corrective and preventive action) follow-through.
Serve as a subject matter expert on quality standards applicable to specialty pharmacy and direct-to-patient (DTP) dispensing operations.
Design, schedule, and execute internal audit programs covering pharmacy operations, compliance controls, SOP adherence, dispensing accuracy, cold chain, and documentation practices.
Produce clear, evidence-based audit reports with findings, risk ratings, and prioritized recommendations; present results to operational and senior leadership.
Track audit findings through to resolution, ensuring corrective actions are implemented, verified, and closed on time.
Prepare for and coordinate external audits and inspections, including state board of pharmacy surveys, accreditation reviews (e.g., URAC, ACHC), and manufacturer audits.
Apply Lean, Six Sigma, or comparable improvement methodologies to identify waste, eliminate variability, and optimize pharmacy workflows.
Facilitate cross-functional process improvement projects from charter through implementation, managing stakeholders, timelines, and outcomes.
Map current-state and future-state workflows, using data to quantify improvement opportunities and measure post-implementation impact.
Identify SOP gaps during audit and improvement activities and drive timely development of new or revised procedures.
Partner with training to ensure SOPs are understood and applied consistently across all relevant roles and shifts.
Support adherence to federal and state pharmacy regulations, including USP standards, HIPAA, drug storage requirements, and controlled substance protocols.
Monitor the regulatory landscape for changes that affect operations and collaborate with compliance leadership to incorporate updates.
Maintain quality and always audit documentation in an audit-ready state.