Intake Specialist Lead

Intake Specialist Lead

Position Summary

The Intake Specialist Lead plays a critical role in ensuring timely and accurate prescription intake within Gifthealth’s pharmacy operations. This position sits within the Operations and Process Automation team and combines hands-on intake responsibilities with frontline leadership. The Lead supports, coaches, and develops a team of Intake Specialists, driving workflow excellence, compliance with applicable regulations, and a high standard of patient and provider experience from intake to dispensing.

As the primary escalation point and performance driver for the intake function,

The Intake Lead combines hands-on operational oversight with frontline leadership, serving as the primary escalation point and performance driver for the intake function.

Key Responsibilities

Leadership & Team Support

• Team Leadership: Lead a team of 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 escalations and complex intake issues, resolving problems efficiently while minimizing downstream impact on prescription processing.
• Onboarding & Training: Support the onboarding, training, and peer mentoring of new Intake Specialists to ensure consistent skill development and adherence to intake standards.
• Performance Management: Provide regular feedback to team members, and identify and escalate performance or training gaps to leadership to drive continuous improvement.

Operational Excellence

• Workflow Oversight: Monitor daily workflow, assign tasks, and adjust priorities as needed to meet intake volume, turnaround targets, and program SLAs.
• Prescription Processing: Ensure timely and accurate processing of incoming prescriptions within the pharmacy management system.
• Claim adjudication: Ensure incoming prescriptions are billed accurately and processed in compliance with program requirements, applicable state and federal regulations, and payer requirements.
• Issue Resolution: Troubleshoot intake issues as they arise and implement systemic safeguards to prevent recurrence and protect prescription accuracy.
• Process Improvement: Track and report team performance metrics, identify workflow inefficiencies and work with intake managers to implement improvements and reduce error rates.

Cross-Functional Collaboration

• Partner with PMO, Client Success, Patient Access, Patient Experience, Clinical, and Dispensing operations team to ensure successful new launches, optimize existing program performance, and provide the highest level of patient care.

Patient & Provider Communication

• Communicate professionally with patients and healthcare providers to verify or clarify prescription details and resolve intake discrepancies in a timely manner if needed.

Compliance & Documentation

• Maintain strict adherence to HIPAA and other applicable regulatory guidelines.
• Ensure accurate documentation of all prescription intake activities and team communications.

Qualifications

• Licensure/Certification: Active Certified Pharmacy Technician (CPhT) license in the state of Ohio, in good standing.
• Experience: Minimum 2-3 years of experience in a pharmacy operations environment.
• Required Skills: Demonstrated adaptability in a fast-paced environment; strong problem-solving skills; high attention to detail; excellent communication and team leadership capabilities.
• Preferred Experience: Minimum 1 year of experience in a leadership, supervisory, or senior technician role.
• Preferred Knowledge: Working knowledge of federal and Ohio controlled medication laws and regulations. Prior specialty pharmacy experience..
• Preferred Skills: Training or mentoring experience; strong working knowledge of intake workflows and pharmacy management systems.

Desired Attributes

• 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

Key Essential Functions [example below key provision - you may require others]

• 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: X Full-time
FLSA: X 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.

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.