Hybrid Senior Leader, Patient Experience & Access

Gifthealth Inc

Columbus (OH)

Hybrid

USD 180,000 - 260,000

Full time

4 days ago

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Job summary

Gifthealth Inc. seeks a visionary VP of Patient Experience to lead the inbound patient contact center across all hubs and DTP programs. You will shape teams, workflows, and QA systems to deliver consistent service excellence, using data to close gaps before patients notice them.

The role partners with pharmacy operations and clinical staff to ensure smooth handoffs and program readiness. Ideal candidates bring 15+ years in healthcare contact centers, a track record of improving AHT, CSAT, and

Qualifications

15+ years in contact center operations, patient services, or hub/service delivery.

Responsibilities

Leads inbound patient-facing operations across voice, chat, and digital channels; ensures consistent, high-quality service.
Sets and manages performance metrics including AHT, CSAT, and First Contact Resolution.
Builds scalable service workflows for real-time patient issue resolution (prescription status, fulfillment, and pharmacist routing).
Owns service recovery strategy for escalations and negative experiences with clear protocols.
Establishes standardized, program-agnostic patient experience across products and partners; deploys POD-based service model.
Partners with cross-functional teams to ensure seamless handoffs and readiness for new programs.
Owns workforce planning, staffing, scheduling, QA, coaching frameworks, and tooling improvements.