Resolution Specialist Lead

Gifthealth•Columbus, OH

just now•Hybrid

About The Position

The Resolution Specialist – Lead at Gifthealth is a key member of the Patient Support team, responsible for guiding the day-to-day activities of the Resolution Specialists. This role supports a high-functioning, service-focused team that manages complex patient concerns and escalations. The Lead plays a critical role in improving team performance, optimizing workflows, and ensuring exceptional patient experiences.

Requirements

Bachelor’s degree in Healthcare Administration, Business, or a related field (or equivalent work experience).
Minimum 3 years in a patient support or customer service role, with at least 1 year of supervisory or team lead experience.
Proven ability to manage and resolve complex patient or customer issues.
Strong interpersonal, communication, and organizational skills.
Proficiency with Zendesk, CRM tools, Microsoft Office Suite
Must be able to sit for extended periods of time while working, with periodic standing or movement as needed.
Must be able to perform repetitive motions for the duration of a shift, including typing, using a mouse, and operating a telephone or headset.
Must be able to view a computer screen for extended periods of time and accurately read information.
Must be able to communicate clearly and professionally via phone, email, and chat for most of the workday.
Must be able to handle multiple tasks simultaneously, including navigating multiple systems while speaking with customers.
Must be able to work onsite for all scheduled shifts, including assigned hours, overtime, or adjusted schedules as business needs require.

Nice To Haves

knowledge of pharmacy systems is a plus.
Familiarity with healthcare or pharmacy operations and compliance is highly desirable.

Responsibilities

Provide daily guidance and mentorship to the Resolution Specialist Call Center Team.
Support team development through hands-on coaching, training, and feedback.
Monitor performance metrics (e.g., call handling time, resolution quality, and accuracy) and conduct regular reviews with staff.
Support onboarding and ongoing training for new and existing team members.
Act as the primary point of contact for high-priority or sensitive patient escalations.
Coordinate with internal teams—including pharmacy operations, fulfillment, and customer service—to drive resolution.
Develop and implement scalable protocols for efficient handling of escalations.
Analyze escalation and resolution trends to identify workflow gaps and training opportunities.
Collaborate cross-functionally to implement improvements that reduce recurrence of issues.
Maintain up-to-date documentation on processes and workflows to promote consistency and transparency.
Actively participate in strategic planning around team growth, support tools, and operational efficiency.
Ensure all patient communications are compliant with HIPAA and other applicable regulations.
Track and report escalation data and resolution outcomes for leadership and quality assurance review.
Participate in audits and ensure readiness for compliance reviews.