Remote Pharmacy Manager - Call Center & Remote Verification Oversite

Description:

We are seeking a Remote Pharmacy Manager to oversee and manage the leadership team responsible for clinical call center operations and central fill verification. This role does not directly manage staff pharmacists (RPHs), but instead provides direction, accountability, and strategic oversight to the Remote Clinical Lead Pharmacists (Remote Lead RPHs) who manage day-to-day teams.

The Remote Pharmacy Manager ensures alignment across call center operations, central fill pharmacy workflows, and affiliated locations requiring PV1 verification. They are responsible for driving performance metrics, regulatory compliance, and operational excellence across the pharmacy organization.

Requirements:

Leadership & Oversight

• Manage and provide guidance to Remote Clinical Lead Pharmacists and Remote Lead RPHs overseeing call center and central fill teams.
• Establish expectations, task management and performance standards, and accountability measures for the leadership team.
• Ensure consistent execution of policies, SOPs, and patient safety practices across all sites.
• Partner with leadership to anticipate staffing, training, and operational needs.

Call Center Oversight

• Ensure Remote Lead RPHs are effectively managing call center pharmacists and agents.
• Drive call center performance through leadership, with focus on key metrics such as handle time, first call resolution, abandonment rate, and patient satisfaction.
• Collaborate with leadership to streamline call flows, reduce escalations, and enhance patient counseling quality.

Remote Verification Oversight

• Provide oversight for Remote Lead RPHs managing PV1 (pharmacist verification step 1) before prescriptions are routed to other fulfillment locations.
• Ensure remote verification workflows meet accuracy, timeliness, and compliance standards.
• Partner with operations teams to balance capacity, throughput, and error prevention strategies.

Compliance & Quality

• Ensure all pharmacy operations remain compliant with federal and state regulations, licensing requirements, and internal SOPs.
• Oversee quality monitoring programs for verification accuracy and call center counseling.
• Support investigation and resolution of medication errors, escalations, or compliance issues.

Performance & Strategy

• Track and analyze KPIs across call center and remote fill operations, ensuring Remote Lead RPHs are meeting targets.
• Provide reporting and insights to senior leadership on performance, risks, and opportunities.
• Drive continuous improvement projects, including adoption of automation, workflow enhancements, and scaling initiatives.
• Serve as a liaison between executive leadership and frontline pharmacy operations.
• Oversees staffing operations including recruiting, hiring, onboarding, coaching, and terminations to maintain optimal performance and alignment with organization goals

Qualifications

• Doctor of Pharmacy (PharmD) or Bachelor of Pharmacy degree required.
• Active Ohio pharmacist license in good standing; multi-state licensure strongly preferred.
• 7+ years of pharmacy experience, including at least 3+ years in a leadership or multi-site management role.
• Proven experience managing pharmacy leaders (not just staff pharmacists), with success in driving performance and compliance across distributed teams.
• Strong understanding of call center operations, central fill workflows, and PV1/PV2 verification processes.
• Exceptional leadership, communication, and data-driven decision-making skills.

Desired Attributes

• Strategic thinker with the ability to balance clinical quality, compliance, and operational efficiency.
• Skilled in leading leaders — empowering Remote Lead RPHs to manage day-to-day execution.
• Strong cross-functional collaborator with experience in scaling multi-location pharmacy operations.
• Proactive in identifying risks, bottlenecks, and solutions at both tactical and strategic levels.

Work Environment

• Fully remote with leadership of multiple distributed teams (call center and central fill).
• Requires availability during operational hours, with flexibility for escalations as needed.
• Regular virtual meetings with Remote Lead RPHs and senior leadership to ensure alignment.

Essential Functions of the Job

• Must be able to oversee and manage all aspects of daily remote pharmacy operations, ensuring compliance with federal and state regulations, company policies, and quality standards.
• Must be able to lead and support a team of pharmacists, technicians, and support staff, providing guidance, training, and performance feedback in a remote environment.
• Must be able to monitor operational metrics, call volume, and workflow efficiency to ensure patient care goals and service levels are met.
• Must be able to collaborate with cross-functional teams—including clinical, operations, and technology—to identify and resolve workflow or performance challenges.
• Must be able to work a standard 8-hour workday while remaining accessible to team members, leadership, and external partners as needed.
• Must be able to use pharmacy management systems, reporting tools, and communication platforms efficiently to manage operations and patient safety initiatives.
• Must have reliable internet access and a private, secure workspace to maintain confidentiality and ensure effective communication.
• Must be able to meet organizational expectations for leadership effectiveness, quality, productivity, and regulatory compliance.

Employment Classification

Status: Full-time/Part-time/Temporary
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.