Hiring: Vice President of Patient Experience Company: Gifthealth Location: Columbus, OH Job Posted Time: 2026-09-16 20:53:54 Employment Type: Full-time / Remote Target Skills & Keywords : HIPAA, Prior Authorization, Quality Assurance About the job Experience: •15+ years in contact center operations, patient services, or specialty pharmacy / hub service delivery (Required) •3+ years in a leadership role managing a multi-program or multi-client inbound service team (Required) Required Skills: •Leads all inbound patient-facing operations across voice, chat, and digital channels for hub and DTP programs, ensuring consistent, high-quality service; manages service levels, routing, and channel optimization to deliver efficient, seamless patient experiences across all touchpoints •Sets and manages performance metrics including AHT, CSAT, and First Call Resolution; identifies performance drivers, implement workflow improvements, and coach leadership to balance efficiency with thorough, high-quality patient resolution •Builds and maintains scalable service workflows enabling accurate, real-time resolution of patient needs, including prescription status, fulfillment and shipping, prescriber coordination, and pharmacist consultation routing •Owns service recovery strategy for escalations and poor experiences, establishing clear protocols, authority frameworks, and follow-up processes to restore patient trust and continuously improve satisfaction outcomes •Establishes and enforces a standardized, program-agnostic patient experience across all products and partners; deploys and maintains the POD-based service model to enable consistent delivery and scalable onboarding of new programs •Partners with Patient Access, Pharmacy Operations, and other internal teams to ensure seamless handoffs, accurate communication, and coordinated service delivery; leads patient experience readiness for new program launches through structured, repeatable onboarding and training •Owns workforce planning, staffing models, and scheduling to meet demand across programs; builds and maintains QA, coaching, and development frameworks while partnering with technology teams to improve tools, systems, and operational effectiveness •Must be able to remain in a stationary position for extended periods while writing or reviewing documentation Qualifications: •Bachelor’s degree in business administration, operations management, or related field (Required), Master’s degree (Preferred) •Knowledge of AHT optimization strategies and continuous improvement methodologies that enhance both efficiency and customer experience; and contact center platforms (Five9, Genesys, Amazon Connect, or similar) and CRM/case management tools used in healthcare service environments (Preferred) •Customer satisfaction (CSAT) measurement program design, implementation, and management skills, including survey design, data interpretation, and action planning that drives measurable improvement (Required) •Multi-program and multi-medication service environment management skills, including training, quality assurance, and knowledge management for broad service scopes (Required) •Service performance report preparation and delivery skills to internal leadership and external stakeholders, connecting operational metrics to overall program outcomes (Required) •Data-driven performance management skills, including use of key metrics (AHT, CSAT, FCR, service level, abandonment rate) to guide operational decisions and continuous improvement (Required) •Advanced survey design principle application skills to generate actionable customer insights and avoid non-value-added metrics (Preferred) •Clinical escalation and triage model design and optimization skills, including seamless handoffs between non-clinical and clinical staff (Preferred) •Client and manufacturer relationship management skills, including presenting performance results, insights, and recommendations (Preferred) •Demonstrated capacity to balance efficiency and quality through workflow, scripting, and system improvements (Required) Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!