Patient Experience Operations Lead

Gifthealth; Columbus (OH); Hybrid; USD 85,000 - 105,000; Full time

Job summary

Gifthealth is seeking a Senior Manager of Patient Experience to translate strategy into day-to-day execution across our patient care organization in a hybrid Columbus, OH setting. You will own KPI performance, escalate critical issues, and drive process and tooling improvements with cross-functional partners to ensure high-quality, cost-effective service for flagship accounts.

The role emphasizes leadership of managers, data-driven decision making, and strong collaboration with operations,

Qualifications

• Strong leadership of managers and supervisors in a call center or patient experience setting.
• Data-driven problem solving with root-cause analysis.
• Ability to translate strategy into actionable operational plans.

Responsibilities

• Translate strategy into operational plans, staffing models, and process changes.
• Own KPIs across patient experience and service levels for multiple accounts.
• Lead cross-team process improvements and cost-efficiency initiatives.

Skills

Leadership

KPI Management

Stakeholder Management

Process Improvement

Data Analysis

Change Management

Education

Bachelor's degree or equivalent

Tools

CRM systems

Call center tech

Job description

Gifthealth is seeking a Senior Manager of Patient Experience to translate strategy into day-to-day execution across our patient care organization in a hybrid Columbus, OH setting. You will own KPI performance, escalate critical issues, and drive process and tooling improvements with cross-functional partners to ensure high-quality, cost-effective service for flagship accounts.

The role emphasizes leadership of managers, data-driven decision making, and strong collaboration with operations,