Pharmacy Operations Specialist Trainer

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.

Position Summary

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.

Key Responsibilities

• Issue Triage & Patient Support Assess and prioritize patient and agent-reported issues, provide timely resolutions, and ensure clear, compassionate communication across phone, chat, and other channels
• Agent Support & Escalation Management Act as a subject matter resource for call center agents, resolving complex pharmacy-related inquiries and handling escalations
• System Navigation & Data Verification Utilize multiple pharmacy and communication systems to research patient information, validate data accuracy, and ensure seamless workflow execution
• Quality Assurance & Compliance Maintain high standards of accuracy, professionalism, and adherence to pharmacy regulations, policies, and procedures in all interactions
• Documentation & Reporting Accurately record patient interactions, issue resolutions, and key details to support transparency and operational continuity
• Process Improvement Identify workflow gaps and recommend improvements to increase efficiency, accuracy, and communication effectiveness

Qualifications

Licensure/Certification

• Pharmacy Tech Trainee License (Required)
• Pharmacy Tech Certification (Preferred)

Experience

• 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)
• 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)

Knowledge, Skills & Abilities

• 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)
• 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)

Work Environment

• Location: On-Site, 80 E. Rich St, Columbus, OH
• Schedule: Full-time
• Regular collaboration with Call Center Agents, Pharmacy Team, Operations, Quality/Compliance, Training Team, and Leadership

Employment Classification

Status: [X] Full-time [ ] Part-time [ ] Temporary

FLSA: [ ] Exempt [X] 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.

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.