Director, Patient Experience & Call Center Leadership

Gifthealth Inc; North Carolina; Remote; USD 140.000 - 190.000; Vollzeit

Zusammenfassung

Gifthealth Inc. is seeking a Director of Patient Experience to lead a large, multi-channel call center serving our strategic accounts. You will own patient experience KPIs, vendor relationships, and cross-functional performance across operations, product, clinical, and finance.

You will coach a big leadership team, drive data-driven improvements, and balance patient outcomes with cost efficiency in a remote work environment. HIPAA compliant operations and enterprise client focus are essential.

Qualifikationen

• Bachelor’s degree or equivalent combination of education and/or experience.
• 7 years of experience leading Call Center operations with at least 500+ FTE.
• Experience leading Vendor Operations with over 500 FTE (Preferred).
• Experience in pharmacy services, healthcare services, or regulated clinical environments (Preferred).
• Experience owning patient experience outcomes for large or enterprise clients, including SLA and KPI performance (Preferred).
• Experience partnering with product and technology teams to improve patient experience through tooling and workflow design (Preferred).
• Knowledge of patient experience principles across healthcare or pharmacy services, including access, timeliness, communication, and trust (Required).
• Knowledge of cost drivers in pharmacy or healthcare operations, digital patient experience platforms, and enterprise client relationships (Preferred).
• Strong people leadership skills across large organizations (Required).
• Data-driven problem-solving and trend identification (Required).
• Excellent stakeholder management and communication (Required).
• Escalation management for high-impact issues (Required).
• Ability to balance quality with cost, and to influence without direct authority (Required).
• Ability to lead and scale patient experience functions (Required).
• Location: Remote
• Schedule: 8:00 A.M. to 5:00 P.M.

Aufgaben

• Owns patient experience KPIs for the company’s largest accounts, including performance tracking and root-cause analysis.
• Sets strategy and accountability for patient experience outcomes and translates client expectations into measurable goals.
• Owns cost-per-fill, driving efficiency while maintaining quality, compliance, and satisfaction.
• Leads and develops a large leadership team, strengthening decision-making and execution at scale.
• Manages high-impact client and patient escalations with clear communication and prevention of recurrence.
• Partners with operations, product, clinical, and finance to align priorities.
• Uses data and insights to drive performance improvements across patient experience and costs.

Kenntnisse

Leadership

Stakeholder management

Data-driven problem-solving

Change management

Escalation management

Cross-functional collaboration

Operational excellence

Ausbildung

Bachelor’s degree or equivalent combination of education and/or experience

Tools

CRM systems

Call center technology

Chat automation

Jobbeschreibung

Gifthealth Inc. is seeking a Director of Patient Experience to lead a large, multi-channel call center serving our strategic accounts. You will own patient experience KPIs, vendor relationships, and cross-functional performance across operations, product, clinical, and finance.

You will coach a big leadership team, drive data-driven improvements, and balance patient outcomes with cost efficiency in a remote work environment. HIPAA compliant operations and enterprise client focus are essential.