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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.
We are seeking a Pharmacy Operations Specialist Trainer to coordinate patient support, agent guidance, and pharmacy operations to ensure accurate, compliant, and compassionate service. This position plays a key role in supporting Gifthealth’s Customer Success department, ensuring alignment with organizational goals, operational excellence, and compliance standards. Reporting to the Patient Care Lead, the Pharmacy Operations Specialist Trainer ensures new and existing team members build proficiency across systems, handle complex scenarios effectively, and uphold a patient-centered approach. This role blends technical pharmacy knowledge with customer service and operational workflows, requiring strong system navigation, issue triage, and cross-functional collaboration while maintaining high standards of quality and documentation.
Requirements
- Pharmacy Tech Trainee License (Required)
- Experience in a healthcare, pharmacy, or high-volume customer service environment with direct responsibility for issue triage, patient or customer interaction, escalation handling, and accurate documentation across multiple systems (Required)
- Understanding of pharmacy operations, including prescription workflows and regulatory requirements such as HIPAA (Required)
- Strong problem-solving and issue triage skills to assess, prioritize, and resolve patient and agent inquiries efficiently (Required)
- Effective communication skills, verbal and written, to deliver clear, empathetic, and professional support and training across multiple channels (Required)
- Ability to navigate multiple systems simultaneously while maintaining accuracy and attention to detail in a fast-paced environment (Required)
- Ability to train multiple individuals in one setting on workflow processes (Required)
Nice To Haves
- Pharmacy Tech Certification (Preferred)
- Experience supporting pharmacy operations or call center teams in a lead, SME, or training capacity, including exposure to regulated workflows (e.g., HIPAA), cross-functional collaboration, and process improvement initiatives (Preferred)
- Familiarity with call center systems and prescription management systems such as Zendesk and BestRx (Preferred)
- Proven ability to manage escalations and collaborate cross-functionally to resolve complex issues while maintaining compliance and a patient-centered approach (Preferred)
Responsibilities
- Assess and prioritize patient and agent-reported issues, provide timely resolutions, and ensure clear, compassionate communication across phone, chat, and other channels
- Act as a subject matter resource for call center agents, resolving complex pharmacy-related inquiries and handling escalations
- Utilize multiple pharmacy and communication systems to research patient information, validate data accuracy, and ensure seamless workflow execution
- Maintain high standards of accuracy, professionalism, and adherence to pharmacy regulations, policies, and procedures in all interactions
- Accurately record patient interactions, issue resolutions, and key details to support transparency and operational continuity
- Identify workflow gaps and recommend improvements to increase efficiency, accuracy, and communication effectiveness