Pharmacy Technician

Manager, Patient Start Operations

If you're naturally outgoing, enjoy connecting with people, and have a knack for keeping things organized and moving forward, this could be the perfect role for you.

At Custom Health, we're looking for someone who thrives on connecting with people, coordinating complex processes, and making sure patients receive the support they need to get started successfully. If you're highly organized, proactive, and motivated by making a meaningful difference, we'd love to meet you.

Every day, patients are referred to Custom Health because they need help managing their medications and improving their health outcomes. As Manager, Patient Start Operations you'll play a critical role in ensuring those patients successfully begin their journey.

You'll act as the operational quarterback for the onboarding process, working closely with patients, caregivers, pharmacies, and internal teams to remove barriers, coordinate next steps, and create a seamless experience from qualification through successful program start.

You'll join a team of talented, caring, and supportive individuals who are passionate about helping others and improving the lives of patients and caregivers across the country.

This position is primarily remote and home-based; however, candidates must reside in the Nashville, Tennessee area.

About Custom Health

At Custom Health, we're transforming how patients manage their medications and health. Through innovative technology, pharmacy partnerships, and personalized support, we help patients stay on track with their treatment plans and work to achieve better health outcomes.

About the Role

Patient Start Operations serves as the operational quarterback for the patient onboarding journey.

In this role, you'll work with a high volume of patients, caregivers, pharmacy partners, and internal teams to help patients successfully begin their care. On any given day, you may be guiding patients through onboarding, coordinating medication transfers and activation activities across multiple pharmacies, troubleshooting barriers that could delay a start, and collaborating with teams across the organization to keep patients moving forward.

No two days are exactly alike. You'll be responsible for managing many patient journeys simultaneously, ensuring each patient receives a seamless experience while coordinating activities across numerous pharmacies, stakeholders, and operational workflows.

You'll own the patient experience from qualification through successful activation and program start, serving as the central point of coordination that keeps patients, caregivers, pharmacies, and internal teams aligned. Your goal is simple: make it as easy as possible for patients to get started and ensure every patient receives the support they need along the way.

This role is ideal for someone who thrives in a fast-paced environment, enjoys building relationships, excels at managing multiple priorities, and takes pride in helping people achieve successful outcomes.

What You'll Do

Own the Patient Start Journey

• Own the patient experience from qualification through successful activation and program start, maintaining engagement throughout onboarding, pharmacy processing, fulfillment, and activation activities. • Serve as the primary operational contact for patients until successful program activation and start. • Guide patients through the onboarding and activation process. • Coordinate timelines, expectations, and next steps across multiple pharmacies. • Help ensure patients successfully start their therapy or program. • Maintain operational visibility into patient progression and proactively address delays or barriers to activation.

Coordinate Patient Readiness

• Gather and organize onboarding information. • Support medication transfer coordination and readiness activities. • Confirm medication schedules, routines, and onboarding preferences. • Identify and resolve barriers that could delay patient starts. • Coordinate activation readiness and onboarding follow-up.

Partner with Pharmacy & Clinical Teams

• Coordinate activities across Marketing, Pharmacy Operations, Clinical Services, and Technology teams to ensure patients successfully progress through the patient start journey. • Act as the bridge between patients, caregivers, and pharmacy teams. • Ensure pharmacy teams receive complete and accurate onboarding information. • Help create smooth transitions between onboarding, fulfillment, and activation. • Support operational consistency across multiple pharmacy partners.

Improve Processes & Outcomes

• Monitor and manage key patient start metrics including Patient Start Rate, Time to Start, Activation Completion Rate, Patient Reach Rate, and Patient Satisfaction. • Take ownership of patient progression outcomes and proactively identify opportunities to improve conversion and activation performance. • Track onboarding progression and patient start performance. • Maintain operational visibility into patient movement across operational stages. • Identify workflow bottlenecks and opportunities for improvement. • Contribute to process development and operational best practices. • Support reporting and KPI tracking initiatives. • Support the development and optimization of workflow automation and AI-assisted patient engagement processes to improve scalability and patient experience.

Requirements

· 3+ years of experience in pharmacy operations, patient onboarding, care coordination, or healthcare operations

· Pharmacy Technician experience or equivalent pharmacy operations experience required

· PTCB certification

· Strong organizational and workflow management skills

· Excellent communication and relationship-building abilities

· Experience coordinating multiple stakeholders and competing priorities

· High attention to detail and strong follow-through

· Comfortable working directly with patients and caregivers

· Experience with CRM, healthcare operations, or workflow management systems is considered an asset

What Makes You Successful

· You enjoy helping people and creating great patient experiences

· You are proactive and solutions-oriented

· You thrive in fast-moving environments

· You take ownership and follow through

· You can balance empathy with operational discipline

· You enjoy building structure and improving processes

Why Join Custom Health?

This is an opportunity to play a critical role in improving patient outcomes while helping build a new and important function within a growing healthcare organization.

You'll work with a collaborative team, help shape operational processes, and have a direct impact on the experience patients receive as they begin their healthcare journey.

Reports to: VP, Patient Acquisition