Manager of Call Center Compliance & Regulatory Affairs

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    "html_title": "Gifthealth Inc - Manager of Call Center Compliance & Regulatory Affairs",
    "description_html": "<h2><strong>About Us</strong></h2><p>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.</p><p><br></p><h3><strong>Position Summary</strong></h3><p>Reporting to the Senior Manager of Quality &amp; Compliance, the Manager of Call Center Compliance &amp; Regulatory Affairs is responsible for the governance, design, and oversight of compliance programs supporting contact center operations for dispensing pharmacy and non-commercial pharmacy hub services. This role ensures all patient-facing communication channels (calls, chat, email, digital) operate within regulatory requirements, scope-of-practice limitations, and manufacturer program expectations. The Manager of Call Center Compliance &amp; Regulatory Affairs establishes compliance frameworks, defines escalation protocols, and ensures proper separation between non-clinical staff (PCRs) and licensed pharmacy personnel.&nbsp;</p><p><br></p><p>We are seeking a Manager of Call Center Compliance &amp; Regulatory Affairs to partner closely with Clinical Leadership, QA, Drug Safety (AEPC), and Operations to ensure compliant patient interactions, audit readiness, and regulatory alignment across all programs. The role oversees the structure, controls, and performance of compliance monitoring programs for direct call monitoring, ensuring alignment with organizational goals, operational excellence, and compliance standards.</p><p><br></p><h3><strong>Key Responsibilities</strong></h3><ul><li>Manages and supports the implementation of compliance governance practices for contact center and hub service operations, ensuring policies, procedures, and controls are followed consistently at the operational level</li><li>Operationalizes and enforces scope-of-practice standards and escalation protocols (e.g., PCR to Pharmacist or Pharmacy Technician), providing guidance to teams and addressing deviations promptly</li><li>Executes and oversees compliance monitoring activities, including QA reviews, audits, and periodic assessments, and tracks remediation activities to ensure issues are resolved effectively and on time</li><li>Collaborates regularly with Clinical, QA, and Operations partners to support compliant handling of clinical inquiries and patient interactions, escalating concerns and trends as needed</li><li>Supports ongoing regulatory compliance across contact center and hub activities by ensuring alignment with Board of Pharmacy rules, FDA guidance, and manufacturer program requirements in daily operations</li><li>Assists in the development and rollout of compliance controls and workflows for new contact center or hub programs, testing processes and supporting frontline adoption</li><li>Identifies and escalates compliance risks and incidents, contributes to mitigation plans, and supports audit readiness activities, including preparing documentation and serving as a point of contact during inspections related to contact center operations</li></ul><h3><strong>Qualifications</strong></h3><ul><li><strong>Education</strong>: Bachelor’s degree in healthcare, compliance, business administration, or related field (Required)</li><li><strong>Licensure/Certification</strong>:&nbsp;</li><li>Pharmacy Technician license (or familiarity with pharmacy workflows) (Preferred)</li><li>Compliance or regulatory certification (Preferred)</li><li><strong>Experience</strong>:&nbsp;</li><li>5+ years of experience in compliance, regulatory affairs, or quality in a regulated environment (Required)</li><li>Experience working with contact center operations or patient-facing workflows (Required)</li><li>Experience building compliance frameworks in call center environments (Preferred)</li><li>Experience in pharmacy, healthcare, or hub services (Preferred)</li><li><strong>Knowledge, Skills, &amp; Abilities</strong>:&nbsp;&nbsp;</li><li>Knowledge of board of Pharmacy regulations related to patient communication and dispensing; scope-of-practice laws for non-licensed personnel; regulatory expectations for pharmacy hub services; and FDA and manufacturer requirements for patient engagement and safety (Required)</li><li>Knowledge of contact center operations and omnichannel communication models; pharmacovigilance awareness (AE/PC identification pathways); and quality monitoring frameworks and audit programs (Preferred)</li><li>Regulatory interpretation and compliance program design skills (Required)</li><li>Process and control design for regulated environments skills (Required)</li><li>Cross-functional leadership and influence skills (Required)</li><li>Risk identification and mitigation skills (Required)</li><li>&nbsp;Experience building compliance frameworks in call center environments&nbsp;</li><li>&nbsp;Data-driven compliance oversight and reporting skills (Preferred)</li><li>Ability to design scalable compliance structures across multiple programs (Required)</li><li>Ability to Identify gaps in compliance frameworks and implement solutions (Required)</li><li>Ability to influence operations and clinical teams to adhere to compliance standards (Required)</li><li>Ability to anticipate regulatory changes and proactively adjust processes (Preferred)</li></ul><p><strong>Work Environment</strong></p><p><strong>Location</strong>: Hybrid/Remote</p><p><br></p><ul><li><strong>Schedule</strong>: 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</li><li>Regular meetings with internal Drug Safety, Contact Center, QA/ Dispensing Quality, Operations Leadership, and Training/ L&amp;D teams. This role may also have meetings with external regulatory auditor and manufacturer partner representatives.</li></ul><p><strong>Key Essential Functions</strong></p><ul><li>Must be able to remain in a stationary position for extended periods while writing or reviewing documentation</li><li>Must be able to work on a computer for the entire shift</li><li>Must be able to attend virtual meetings with cross-functional teams.</li></ul><h3><strong>Employment Classification</strong></h3><p><strong>Status:</strong> Hybrid<br><strong>FLSA:</strong> Exempt&nbsp;&nbsp;</p><h3><strong>Equal Employment Opportunity (EEO) Statement</strong></h3><p>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.&nbsp;</p><p>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!</p><h2><strong>Disclaimer</strong></h2><p>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.</p>",
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