Customer Success Patient Care Manager

Gifthealth Inc•Columbus, OH

7d•Hybrid

About The Position

Our call center is the heart of Gifthealth's operations, putting the patient at the forefront. Joining our patient care team means becoming a key player in delivering exceptional service and support to our patients, providers, and pharmacies. The patient care manager will have patient care supervisors that report to them and will oversee the daily operations in the call center, ensuring efficient and effective task completion and customer experience. As the manager of this team, you will collaborate with other Gifthealth teams, work to improve processes and procedures, as well as ensure the patient care is exceptional. This dynamic environment will provide you with an in-depth understanding of the Voice of the Customer, ensuring their needs are met with the highest level of quality.

Requirements

Consistently demonstrate strong interpersonal and communication skills to facilitate collaboration
Excellent written and verbal communication skills along with active listening - the ability to manage multiple tasks with exceptional organizational skills and attention to detail.
Ability to work well under pressure and to handle criticism well, turning a negative customer experience into a positive outcome
Ability to remain patient and calm during stressful situations
Experience in a fast-paced environment and use of technology to solve problems quickly.
Experience working with ticketing systems and scheduling softwares (Zendesk, Slack, Paylocity, etc.)
Passion for going above and beyond, taking initiative, and thriving in a fast-paced, change-heavy environment
In-depth knowledge of performance metrics
Decision-making skills
A strong sense of patience and a friendly disposition while communicating with a variety of personality types
A skilled multi-tasker who can set priorities and manage time effectively
Excellent problem-solving skills with a keen eye towards improving processes

Nice To Haves

CPhT is preferred, but we can also facilitate getting this certification within 120 days.

Responsibilities

Delegate responsibilities and establish clear deadlines for a diverse team of leaders supporting patient care and client success.
Maintain strong, proactive relationships with key clients by addressing needs quickly, resolving issues effectively, and ensuring a consistently positive experience.
Coordinate coverage, scheduling, time off, after hours & on-call team schedule and responsibilities.
Analyze necessary data to ensure staffing metrics
Create and maintain Saturday Schedule for Patient Care Department
Maintain PTO calendar for Patient Care team ensuring a fair and equal schedule
Analyze data and implement ways to reduce manual tasks for the Patient Care Team.
Work closely with our Pharmacy Management System, BestRx, to create more efficient workflows and create new tickets to improve processes
Collaborate cross-functionally with Gifthealth teams (account management, engineering, product, and sales) to provide recommendations on process improvements to enhance patient experience and reduce manual tasks for the Patient Care Team.
Communicate all updates and new features to the necessary teams
Lead team meetings for the Patient Care Team
Ensure end of day checklists and monthly audits are completed by Patient Care leadership team members
Ensure Zendesk wait time and calls in queue remain under suggested time and number
Facilitate 1:1’s with all direct reports
When necessary, successfully triage issues to other teams; engineering, account management, RPH, etc.
Facilitate new employee onboarding and support ongoing training and development for PCR’s and PCR Supervisors
Assist with recruiting - Help to grow and develop the Patient Care Team while creating a high performance culture built around achievement, productivity, retention, and employee growth.
Create a motivating and positive team environment with an open communication culture
Recognize high performance and work with HR to reward accomplishments
Ensure the entire team maintains confidentiality of PHI and abides by HIPAA and Software Security policies and trainings