VP, Patient Experience & Access

Socket.dev; Columbus (OH); On-site; USD 140,000 - 200,000; Full time

Job summary

Gifthealth is seeking a Vice President of Patient Experience to build and lead the inbound patient access center across hubs and DTP programs, ensuring fast, accurate, and compliant resolution of patient inquiries, status checks, and pharmacy coordination.

The role focuses on scalable workflows, QA systems, data-driven performance management, and cross-functional partnership with Pharmacy Operations and IT to deliver consistent service and support for diverse medication programs.

Qualifications

• Experience in HIPAA-compliant contact center operations and patient services.
• Leadership in multi-program inbound service environments.
• Proven ability to design and manage QA programs and workflows.

Responsibilities

• Leads inbound patient-facing operations across voice, chat, and digital channels.
• Sets and manages performance metrics including CSAT and First Call Resolution.
• Builds scalable service workflows with real-time resolution of patient needs.
• Owns service recovery and escalation protocols to restore patient trust.
• Deploys POD-based service model for consistent delivery across programs.
• Partners with internal teams to ensure seamless handoffs and onboarding for new programs.
• Owns workforce planning, staffing, and scheduling; drives QA and coaching frameworks.

Skills

Multichannel service delivery

CSAT and FCR management

Workflow design and QA programs

Data-driven performance management

HIPAA compliance

Cross-functional collaboration

Education

Bachelor’s degree in business administration, operations management, or related

Master’s degree

Tools

Five9

Genesys

CRM systems

Job description

Gifthealth is seeking a Vice President of Patient Experience to build and lead the inbound patient access center across hubs and DTP programs, ensuring fast, accurate, and compliant resolution of patient inquiries, status checks, and pharmacy coordination.

The role focuses on scalable workflows, QA systems, data-driven performance management, and cross-functional partnership with Pharmacy Operations and IT to deliver consistent service and support for diverse medication programs.