Quality & Continuous Improvement Specialist

Job Description

Job Description

Description: 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.

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.

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.

• 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 requirements (state board, USP, HIPAA (Required)
• Strong analytical skills with the ability to interpret operational data and translate findings into clear recommendations (Required)
• Excellent written communication skills, including the ability to write clear SOPs, audit reports, and executive summaries (Required)
• Organized, detail-oriented, and capable of managing multiple projects simultaneously (Required)
• Lean Six Sigma certification (Green Belt or higher) (Preferred)
• Experience in specialty pharmacy, DTP dispensing, or hub services (Preferred)
• Familiarity with URAC or ACHC accreditation standards (Preferred)
• Experience using pharmacy management or quality management systems (QMS) (Preferred)

Knowledge, Skills, & Abilities :

• Knowledge of quality management principles in regulated environments; Good Documentation Practices (GDP) and data integrity standards; process improvement methodologies (Lean, Six Sigma, continuous improvement); and audit readiness and compliance expectations (Required)
• Knowledge of pharmacy or healthcare operational workflows; QMS systems and quality tracking tools; and regulatory frameworks (FDA, Board of Pharmacy, etc.) (Required)
• Data analysis and trend identification skills (Required)
• Process mapping and workflow improvement skills (Required)
• Root cause analysis and problem-solving skills (Required)
• Cross-functional collaboration skills (Required)
• Facilitation of improvement initiatives or workshops skills (Preferred)
• Abilities to identify quality risks and process inconsistencies (Required)
• Ability to translate findings into actionable improvements (Required)
• Ability to Influence teams to adopt standardized processes (Required)
• Ability to anticipate quality issues and proactively implement preventative improvements (Preferred)

Work Environment

• Location : On-site
• Schedule : 8:00 A.M. to 5:00 P.M. Monday through Friday with night and weekend hours on occasion as determined by the needs of the business and cross-facility travel as needed
• Regular meetings with internal Pharmacy Operations, Operational Excellence, Warehouse, Logistics, Compliance, and Quality teams. This role may also have meetings with external audit and regulatory partner representatives.

Key Essential Functions

• Must be able to remain in a stationary position for extended periods while writing or reviewing documentation
• Must be able to work on a computer for the entire shift
• Must be able to attend virtual meetings with cross-functional teams.

Status: On-site
FLSA: Exempt

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!

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.