Quality Process Improvement Specialist

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 Quality & Process Improvement Specialist is a critical role inside Gifthealth's pharmacy operations, responsible for driving measurable improvements in quality, accuracy, compliance, and operational efficiency. This person owns the internal audit function, leads structured process improvement initiatives, and serves as a key partner to operations, clinical, and compliance teams. You will dig into workflows, identify gaps, design solutions, and track outcomes, bringing both the analytical rigor of a quality professional and the energy of someone who genuinely loves making things work better.

This role is ideal for someone who thrives in a fast-moving, purpose-driven environment and understands that in pharmacy, quality is patient safety.

Key Responsibilities

Quality Assurance & Improvement

• Lead continuous quality improvement (CQI) initiatives across dispensing, fulfillment, and patient

care workflows, identifying root causes and implementing sustainable corrective actions.

• Monitor and analyze quality metrics and KPIs, including error rates, near-miss events, turnaround

times, and patient complaints, generating actionable insights for leadership.

• Manage the quality event tracking process, including documentation, investigation, root cause

analysis (RCA), and CAPA (corrective and preventive action) follow-through.

• Serve as a subject matter expert on quality standards applicable to specialty pharmacy and

direct-to-patient (DTP) dispensing operations.

Internal Auditing

• Design, schedule, and execute internal audit programs covering pharmacy operations,

compliance controls, SOP adherence, dispensing accuracy, cold chain, and documentation

practices.

• Produce clear, evidence-based audit reports with findings, risk ratings, and prioritized

recommendations; present results to operational and senior leadership.

• Track audit findings through to resolution, ensuring corrective actions are implemented, verified,

and closed on time.

• Prepare for and coordinate external audits and inspections, including state board of pharmacy

surveys, accreditation reviews (e.g., URAC, ACHC), and manufacturer audits.

Process Improvement

• Apply Lean, Six Sigma, or comparable improvement methodologies to identify waste, eliminate

variability, and optimize pharmacy workflows.

• Facilitate cross-functional process improvement projects from charter through implementation,

managing stakeholders, timelines, and outcomes.

• Map current-state and future-state workflows, using data to quantify improvement opportunities

and measure post-implementation impact.

SOP & Documentation Management

• Identify SOP gaps during audit and improvement activities and drive timely development of new

or revised procedures.

• Partner with training to ensure SOPs are understood and applied consistently across all relevant

roles and shifts.

Compliance & Regulatory Support

• Support adherence to federal and state pharmacy regulations, including USP standards, HIPAA,

drug storage requirements, and controlled substance protocols.

• Monitor the regulatory landscape for changes that affect operations and collaborate with

compliance leadership to incorporate updates.

• Maintain quality and always audit documentation in an audit-ready state.

Qualifications

• Education:
• Bachelor's degree in quality management, healthcare, business, operations management, or related field (Required)
• Quality or compliance-related certifications
• Licensure/Certification:
  Lean Six Sigma certification (Preferred)
• Experience:
• 5+ years of experience in pharmacy operations, healthcare quality, or a regulated operations environment (Required)
• Demonstrated experience conducting internal audits, including planning, execution, reporting, and CAPA tracking (Required)
• Working knowledge of pharmacy compliance and regulatory…