Department
Pharmacy Operations
Everything you need to work with the Pharmacy team — what we own, how to request it, where we're headed, and how to reach us.
Orientation & context
Mission & Mandate
The Pharmacy Operations team is the operational heart of The HRT Club — owning the path from approved prescription to medication at the member's door, accurately, affordably, and on time. From product sourcing to our Lancaster, PA facility to the pharmacy partnerships that keep everything fast and compliant, we're how "real treatments, real savings" actually happens.
Leadership
JR
Jessly Raj
Head of Pharmacy Operations · Department Lead
Functions this team owns
| Function | Responsibility | Owner |
|---|---|---|
| Inventory & sourcing | Stock levels, supplier relationships, cold-chain | Jessly Raj |
| Dispensing & fulfillment | Accurate filling, labeling, and shipping of prescriptions | Jessly Raj |
| Pharmacy Management | Verification, interactions, and pharmacist sign-off | Jessly Raj |
| Compliance & licensing | State licensure, controlled substances, audits | Jessly Raj |
Major projects — latest status
| Project | Status |
|---|---|
| HRT Club Pharmacy Set Up (Q4) | On track |
| PA License | Delayed |
| DEA License | Delayed |
Under construction
How to request something from us
- Rx issue or member escalation: post in [EDIT: #pharmacy-help] with member ID and details.
- New treatment / sourcing request: submit the new-product intake form →
- Compliance / licensing question: email [EDIT: [email protected]].
- Anything urgent (patient safety): see escalation path →
Current OKRs & goals (Q3 2026 · sample)
Under construction
O1 — Fill prescriptions faster
KR: median fill time 36h → 24h · 72% [EDIT]
O2 — Raise fulfillment accuracy
KR: dispensing accuracy ≥ 99.9% · 90% [EDIT]
O3 — Expand state coverage
KR: licensed in 46 → 50 states · 45% [EDIT]
O4 — Build the team
KR: hire 4 core roles · 20% (1 of 4 offers out) [EDIT]
Service catalog — what we own vs. what we don't
We own
- Dispensing, labeling, and shipping prescriptions
- Pharmacist clinical verification & sign-off
- Refills, prescription transfers, and Rx member questions
- Pharmacy inventory, sourcing, and cold-chain
- Pharmacy licensing & controlled-substance compliance
Route elsewhere
- Prescribing decisions → Clinical / Medical
- Billing & payments → Finance
- Website / catalogue changes → Growth / Web
- Account access & devices → IT Support
- Shipping carrier disputes → Ops
Under construction
SLAs / typical turnaround
| Request | Target |
|---|---|
| New prescription filled & shipped | Within 24 hours [EDIT] |
| Refill processed | Same business day |
| Prescription transfer | 1–2 business days |
| Member Rx question answered | Within 4 business hours |
| Sourcing / new-treatment request | 5 business days to first response |
Staying current
Templates & assets
Dashboards read-only
Reference
Glossary
| Term | Meaning |
|---|---|
| Rx | Prescription |
| VMS | Vasomotor symptoms (e.g., hot flashes) |
| VVA | Vulvar and vaginal atrophy |
| CIII | DEA Schedule III controlled substance |
| Cold-chain | Temperature-controlled storage/shipping |
| NPI | National Provider Identifier |
The HRT Club · Internal use only · Pharmacy