Job Description
Intake Lead (Specialty) 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 Specialty Intake Lead to lead and develop a team of Specialty Intake Specialists, driving accurate, timely prescription processing within Gifthealth’s specialty pharmacy operations. This position plays a key role within the Operations and Process Automation team, ensuring workflow excellence, compliance with applicable regulations, and a high standard of patient and provider experience from intake to dispensing. The Specialty Intake Lead combines hands-on operational oversight with frontline leadership, serving as the primary escalation point and performance driver for the specialty intake function. Key Responsibilities Team Leadership: Lead a team of Specialty Intake Specialists, providing daily guidance, support, and performance coaching to maintain a high-functioning, collaborative team environment. Escalation Management: Serve as the primary point of contact for complex intake issues and team escalations, resolving problems efficiently while minimizing downstream impact on prescription processing. Onboarding & Training: Support the onboarding, training, and peer mentoring of new team members to ensure consistent skill development and adherence to intake standards. Workflow Oversight: Monitor daily workflow, assign tasks, and adjust priorities as needed to meet program SLAs and ensure accurate, timely prescription processing. Performance Management: Provide ongoing feedback to team members; identify and escalate performance or training gaps to ensure continuous improvement. Specialty Billing Accuracy: Oversee specialty workflows and ensure incoming prescriptions are billed accurately and processed in compliance with applicable regulations and payer requirements. Issue Resolution: Troubleshoot intake issues as they arise and implement systemic safeguards to prevent recurrence and protect prescription accuracy. Metrics & Reporting: Track and report team performance metrics; build and monitor dashboards to ensure program SLA compliance and surface trends for leadership review. Process Improvement: Identify workflow inefficiencies and partner with QA Leads and trainers to implement improvements and reduce error rates. Cross-Functional Collaboration: Partner with the Implementation, Hub, and Specialty, customer success and product team teams to support new specialty drug launches and ensure seamless cross-functional alignment. Patient & Provider Communication: Communicate with patients and providers as needed to verify prescription details and resolve intake discrepancies in a timely manner. Qualifications Licensure/Certification: Active Certified Pharmacy Technician (CPhT) license in the state of Ohio, in good standing. Experience: 3–5 years of experience as a Certified Pharmacy Technician, including 1–3 years in a leadership, supervisory, or senior technician role. Required Knowledge: Working knowledge of federal and Ohio controlled medication laws and regulations. Required Skills: Demonstrated adaptability in a fast-paced environment; strong problem-solving skills; high attention to detail; excellent communication and team leadership capabilities. Preferred Knowledge: Prior specialty pharmacy experience strongly preferred. Preferred Skills: Training or mentoring experience; strong working knowledge of intake workflows and pharmacy management systems. Skills: A natural team builder who leads with empathy, consistency, and accountability Comfortable navigating ambiguity and shifting priorities in a high-growth, fast-moving environment Data-oriented mindset with a drive to identify root causes and implement lasting fixes Deeply committed to the patient experience and accurate prescription journey outcomes Collaborative cross-functional partner who builds trust quickly with diverse stakeholders Work Environment Location : Hybrid / Remote Schedule : Full-time Full-time; schedule may require flexibility to accommodate operational needs or escalations Regular engagement with Operations, Implementation, Hub, and Specialty teams to ensure cross-functional alignment Key Essential Functions