Manager Drug Safety Operations & Client Success

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 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. Key Responsibilities Clinical & Operational Leadership 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. Drug Safety & Replacement Workflow Oversight 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. Process Design, Compliance, & Regulatory Alignment 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. Technology, Automation & Continuous Improvement 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. Client Success & Partner Communication 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. Patient Experience & SLA Performance 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. Data, Reporting & Operational Analytics 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.

Key Competencies Clinical Judgment:

Strong pharmacist-level decision-making for replacements, drug safety, and regulatory interpretation.

Operational Leadership:

Proven ability to oversee high-volume pharmacy workflows and technician teams.

Regulatory Expertise:

Deep understanding of Board of Pharmacy requirements related to replacements and medication safety.

Client-Centric Execution :

Ability to maintain strong partner relationships while delivering measurable outcomes.

Technology & Automation Mindset:

Experience working with product or engineering teams to improve workflow systems.

Data-Driven Analysis:

Ability to leverage metrics to identify issues and drive continuous improvement.

Communication Excellence:

Skilled at articulating clinical and operational decisions to patients, partners, and internal teams. Qualifications Active, unrestricted Pharmacist license (RPh or PharmD required). Minimum 3-5 years of experience in pharmacy operations, drug safety, quality, or fulfillment. Prior leadership or supervisory experience overseeing technicians or operational teams preferred. 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.

Employment Classification Status:

Full-Time FLSA:

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. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply! 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.