QA Investigation & Triage

Hours:

8:00 AM - 4:00 PM EST

OR 0:00 AM - 6:00 PM EST Position Overview:

The QA Tester - Investigation & Triage will play a critical role in manually identifying, diagnosing, and escalating BestRx-related issues that impact pharmacy operations and automation flows. This role is ideal for Certified Pharmacy Technicians (CPhT) who understand prescription workflows and are skilled in root cause analysis, reporting, and cross-functional communication.

This specialist will monitor for data mismatches, intake failures, and script processing issues. They will differentiate whether problems originate from internal workflows or external platforms (such as BestRx), and triage them to the appropriate teams for resolution.

Key Responsibilities:

Manual QA & Root Cause Identification

Conduct regular manual QA within BestRx to identify:

Shared or duplicate Rx number issues

Duplicate or mismatched NPI records

Intake or fill workflow failures

Script routing errors

Review and validate flagged records for accuracy before escalation.

Investigate and diagnose anomalies in the internal portal, CMM syncs, and pharmacy intake behavior. Documentation & Reporting

Log each issue with clear evidence and context using established formats.

Categorize issues by type (internal vs. BestRx-related) and severity.

Track issue volume and trends to inform future process or product improvements.

Provide weekly status reports and summaries of high-impact findings. Issue Escalation & Triage

Work closely with engineering, product, and BestRx support teams to escalate issues based on established protocols.

Ensure timely follow-up and resolution tracking for open tickets.

Maintain clear communication with the QA Manager and pharmacy leadership about blockers, risks, and fixes. Process Improvement Support

Collaborate with intake and automation teams to identify common breakdowns and suggest proactive improvements.

Participate in testing for fixes or iterations related to reported issues.

Help develop training content or quick guides for common BestRx triage situations. Qualifications:

Certified Pharmacy Technician (CPhT) required

1-3 years of experience working with pharmacy operations systems (BestRx preferred)

Experience in QA, triage, or technical troubleshooting highly preferred

Comfortable navigating multiple pharmacy systems and automation tools

Strong critical thinking and pattern recognition skills

Excellent written and verbal communication

Detail-oriented with a commitment to accuracy and documentation Our Offer To Ensure You Choose Gifthealth

Competitive salary and comprehensive benefits package (healthcare, dental, vision).

Retirement savings plan (401k) with company match.

Generous paid time off.

Continuous professional development opportunities in a supportive and innovative work environment.

A chance to be at the forefront of transforming pharmacy and directly impacting patient care.

Gifthealth is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.