Intake Specialist Lead (Specialty)

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  

• Must be able to work at a computer workstation for extended periods
• Must be able to perform repetitive keyboard and data entry tasks throughout the workday
• Must be able to maintain high accuracy and attention to detail while managing a high volume of transactions

Employment Classification

Status: Full-time
FLSA: 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.  

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.