Clinical Pharmacist Lead - Call Center Operations

Position Summary

We are looking for a Remote Clinical Pharmacist Lead to oversee and guide the daily operations of our clinical call center team. This role combines clinical expertise with strong leadership and operational management. The Clinical Pharmacist Lead will supervise a team of clinical pharmacists, drive call center performance, and ensure that service-level agreements (SLAs), quality standards, and patient outcomes are consistently achieved.

Key Responsibilities

Leadership & Team Oversight

• Provide direct leadership to remote clinical pharmacists supporting patient calls, counseling, and clinical interventions.
• Develop and maintain call center schedules, ensuring appropriate staffing coverage to meet demand.
• Coach, mentor, and support pharmacists to achieve high-quality patient interactions and operational excellence.
• Conduct regular team meetings and one-on-one check-ins to review performance, address challenges, and support professional growth.
  

Call Center Operations & Metrics

• Monitor call center performance metrics, including average handle time, first call resolution, call abandonment rate, adherence to schedule, and patient satisfaction scores.
• Drive team accountability for meeting SLAs and KPIs while maintaining high clinical quality and patient safety.
• Track and report on daily, weekly, and monthly performance dashboards.
• Collaborate with operations, client support, and technology teams to improve call flows, reduce bottlenecks, and streamline processes.
  

Clinical & Patient Support

• Serve as the clinical escalation point for complex patient cases or medication-related issues, including medication replacements.
• Ensure consistent counseling practices and adherence to clinical guidelines across all pharmacists.
• Review patient feedback and implement improvements to enhance patient experience.
• Support initiatives to improve adherence, reduce adverse events, and optimize patient outcomes.
  

Compliance & Quality Assurance

• Ensure compliance with federal, state, and organizational pharmacy regulations, including HIPAA and medication safety protocols.
• Oversee quality monitoring of calls and counseling sessions, providing feedback to pharmacists for continuous improvement.
• Develop and update SOPs and best practices for remote call center pharmacy operations.

Qualifications

• Doctor of Pharmacy (PharmD) or Bachelor of Pharmacy degree required.
• Preferred active Ohio pharmacist license in good standing, or willing to obtain within 180 days.
• 3–5+ years of clinical pharmacist experience, with at least 2 years in a leadership, call center, or remote operations role preferred.
• Demonstrated success in meeting or exceeding call center or clinical operations metrics.
• Strong analytical skills to interpret KPIs, identify trends, and develop data-driven action plans.
• Excellent leadership, coaching, and communication skills in a remote environment.
  

Desired Attributes

• Proven ability to balance patient care with operational efficiency.
• Motivational leadership style with the ability to build high-performing remote teams.
• Tech-savvy, with experience using pharmacy management systems, call center platforms, and reporting dashboards.
• Highly adaptable, solutions-focused, and comfortable working in a fast-paced, evolving environment.
• Strong problem-solving skills and ability to thrive under pressure.

Work Environment

• 100% remote, with regular virtual check-ins and performance reviews.
• Must be available to cover peak patient call times and adjust schedules as needed.
• Requires collaboration with multidisciplinary teams including operations, technology, and patient support leadership.

Essential Functions of the Job

• Must be able to oversee and manage daily operations of remote pharmacy and call center teams, ensuring appropriate staffing, workflow balance, and task completion.
• Must be able to monitor live call activity, provide real-time feedback, and ensure all patient calls meet clinical and quality standards.
• Must be able to conduct daily check-ins, coaching sessions, and performance reviews with team members in a remote environment.
• Must be able to use pharmacy management systems, call center dashboards, and electronic health records efficiently to support team operations and patient care.
• Must be able to work a standard 8-hour workday, remaining accessible and engaged to support team needs and patient inquiries.
• Must have reliable internet access and a private, quiet workspace to ensure effective communication and confidentiality.
• Must be able to meet productivity, leadership, and quality performance metrics consistent with organizational standards.

Employment Classification

Status: Full Time
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.