The OpportunityThe Manager, Pharmacy Operations (Patient Safety) is a critical leader within the Patient Services Operations team, responsible for overseeing BlinkRx's adverse drug event (ADE) reporting and patient safety program and team. This role is critical to ensuring the safety of our patients and the integrity of our compliance operations, serving as a key point of contact for our clients on all pharmacovigilance-related matters.
This role combines deep operational ownership of quality processes with people leadership, driving a high-performing team to meet SLAs, maintain contractual and regulatory compliance, and continuously improve patient safety outcomes. The Manager will collaborate cross-functionally with Quality, Compliance, Clinical, and Technology teams to build scalable systems and a culture of accountability in a fast-paced, mission-driven environment.
This role is based in Pittsburgh, PA (Robinson Township); candidates must reside locally or be willing to relocate.ResponsibilitiesAdverse Drug Event (ADE) Management & Compliance- Manage the end-to-end ADE reporting and submission process, ensuring accurate and timely intake, verification, documentation, client-specific form completion, and timely submission of reports to clients and regulatory bodies where required.
- Perform ongoing quality checks and audits to ensure no adverse events are missed or misclassified.
- Manage ADE review workflows to meet all client SLAs and regulatory standards, escalating systemic issues and driving corrective action plans (CAPAs) as needed.
- Ensure team operations align with state, federal, and corporate compliance requirements related to ADE reporting and pharmacovigilance.
- Monitor ADE volumes, trends, and submission accuracy; report on operational health to leadership with data-driven insights.
- Serve as the primary client-facing point of contact for pharmacovigilance inquiries, reporting status, and escalations.
- Serve as the primary organizational representative and subject matter expert during pharmacovigilance (PV) audits, overseeing and speaking to all aspects of internal processes, procedures, and compliance standards.
Quality Assurance & Process Improvement- Lead daily review of quality reports, patient feedback, and operational metrics to identify trends, correct issues, and maintain accuracy in patient orders.
- Develop and implement action plans based on patient survey data and quality insights to improve patient experience and pharmacy outcomes.
- Identify workflow inefficiencies across quality and ADE operations and implement practical, scalable solutions.
- Maintain and continuously improve standard operating procedures (SOPs) and training materials that support consistency, compliance, and team readiness.
- Contribute to quality assurance initiatives by recommending enhancements to existing processes and ensuring adherence to industry best practices.
People Leadership- Directly manage and develop a team of quality improvement specialists through hiring, coaching, performance management, and structured feedback.
- Build a pipeline of future leaders through succession planning and intentional development.
- Foster an engaged, accountable team culture rooted in Blink's patient-first mission.
Escalations & Patient Experience- Lead resolution of complex patient, provider, and cross-functional escalations related to quality, ADE, billing, and clinical inquiries.
- Drive root cause analysis to reduce repeat issues and reinforce a patient-first culture.
- Leverage patient survey data and feedback trends to develop action plans that improve satisfaction and pharmacy outcomes.
Data & Operational Reporting- Prepare and present pharmacovigilance metrics and program updates to internal leadership and clients.
- Use data and KPIs to identify trends, address gaps, and keep leadership informed on quality and ADE operational health.
- Monitor daily quality pipelines and ensure proactive resolution of issues before they impact patients or compliance timelines.
- Establish and maintain key metrics for ADE and quality operations, with a focus on data-driven, transparent decision-making.
Cross-Functional Collaboration- Collaborate cross-functionally with pharmacy operations, clinical, and quality teams to maintain a culture of safety.
- Partner with Quality, Training, Compliance, Clinical, IT, and Client Services teams to solve problems and align on priorities.
- Represent pharmacy quality and ADE operations in cross-functional meetings, projects, and leadership updates.
- Act as the operational point of contact for client-specific quality and ADE requirements, ensuring alignment with external partners.
Qualifications- 5+ years of experience in pharmacy operations, quality assurance, or a related healthcare setting, with at least 2+ years in a people management role.
- Bachelor's degree in Business Administration, Healthcare Administration, Pharmacy, or a related field.
- Demonstrated success leading and developing high-performing teams through hiring, coaching, and performance management.
- Exceptional attention to detail, commitment to accuracy, and analytical thinking, with the ability to quickly become an expert in new processes and systems.
- Strong data-driven mindset; experience analyzing quality metrics
- Proven ability to work cross-functionally and influence stakeholders across Quality, Compliance, Clinical, and Technology teams.
- Excellent verbal and written communication skills; able to present complex concepts and data clearly to varied audiences (including client stakeholders).
- Ability to manage multiple priorities and thrive in a dynamic, fast-paced environment and navigate ambiguity to drive results.
- Motivated by Blink's mission and excited about improving patient safety and outcomes at scale.
What Success Looks Like- ADE SLAs are consistently met as volume and complexity grow.
- The team is engaged, productive, and developing toward higher levels of responsibility.
- Operational decisions are data-driven, proactive, and transparent.
- Product and technology improvements meaningfully reduce friction and improve throughput.
- ADE operations scale smoothly without sacrificing quality, compliance, or employee experience.
