Patient Experience Operations Leader

Gifthealth Inc; Columbus (OH); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Gifthealth Inc is seeking a Senior Manager of Patient Experience to translate strategy into day‑to‑day execution across the patient care organization. This role leads operational rigor for major accounts, handles key escalations, and drives process improvements to meet service, quality, and cost targets.

Reporting to the Director of Patient Experience, you will own KPI performance (CSAT, NPS, SLA), manage managers, and partner with operations, product, and clinical teams in a hybrid Columbus, OH

Qualifications

• Bachelor's degree or equivalent combination of education and/or experience.
• 5+ years of experience leading call center or patient experience operations, including 2+ years managing a team of managers or supervisors.
• Experience owning or supporting patient experience KPIs (CSAT, NPS, SLA) for large accounts.
• HIPAA knowledge and familiarity with CRM or call center technology platforms.

Responsibilities

• Translate strategy into operational plans, staffing models, and process changes.
• Own execution of patient experience KPIs across accounts and teams.
• Serve as escalation point for significant client or patient issues.
• Identify opportunities to reduce manual work and improve throughput without sacrificing quality.
• Collaborate with operations, product, clinical, and finance to implement tooling improvements.
• Monitor trends in patient experience, staffing, and cost metrics and flag risks.

Skills

People leadership

Data-driven

Stakeholder management

Escalation management

Change management

Education

Bachelor's degree

Job description

Gifthealth Inc is seeking a Senior Manager of Patient Experience to translate strategy into day‑to‑day execution across the patient care organization. This role leads operational rigor for major accounts, handles key escalations, and drives process improvements to meet service, quality, and cost targets.

Reporting to the Director of Patient Experience, you will own KPI performance (CSAT, NPS, SLA), manage managers, and partner with operations, product, and clinical teams in a hybrid Columbus, OH