Resolution Specialist

Gifthealth-posted 17 days ago
Full-time • Mid Level
Hybrid • Columbus, OH
51-100 employees
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As the Resolution Specialist at Gifthealth, you will oversee the resolution of complex patient issues, ensuring timely and effective responses. This role requires close collaboration with cross-functional teams to enhance the patient experience and drive continuous improvement in our support processes.

  • Escalation Management:
  • Serve as the primary point of contact for high-priority patient concerns.
  • Coordinate with internal teams to resolve issues promptly.
  • Develop and implement protocols for handling escalations efficiently.
  • Team Leadership:
  • Mentor and support Patient Care Representatives in managing challenging cases.
  • Provide training on best practices for issue resolution and customer service.
  • Monitor team performance and provide feedback for continuous improvement.
  • Process Improvement:
  • Analyze escalation trends to identify areas for operational enhancements.
  • Collaborate with stakeholders to implement solutions that reduce recurrence of issues.
  • Maintain documentation of processes and updates for transparency and training purposes.
  • Compliance and Reporting:
  • Ensure all patient interactions comply with HIPAA and other regulatory standards.
  • Generate reports on escalation metrics and outcomes for leadership review.
  • Participate in audits and quality assurance activities as needed
  • Bachelor's degree in Healthcare Administration, Business, or related field.
  • Minimum of 3 years in a patient support or customer service role, with at least 1 year in a supervisory capacity.
  • Strong problem-solving skills and the ability to handle high-stress situations calmly.
  • Excellent communication and interpersonal skills.
  • Proficiency in customer service software (e.g., Zendesk) and Microsoft Office Suite.
  • Must be able to remain seated and work at a computer for extended periods (up to 8 hours).
  • Must be able to type and perform repetitive hand/wrist motions throughout the shift.
  • Must be able to use a headset for phone-based communication for the majority of the workday.
  • Must be able to navigate multiple computer systems and applications simultaneously.
  • Must maintain focus and attention to detail while managing a high volume of calls or tasks.
  • Must be able to communicate clearly and professionally via phone, chat, and email.
  • Must be able to work onsite/remote (customize) for all scheduled shifts, including potential weekends or evenings depending on business needs.
  • Must be able to handle occasional escalated or emotionally charged interactions with composure.
  • Must be able to meet productivity and quality standards consistently.
  • Knowledge of pharmacy operations and healthcare regulations is a plus.
  • Bilingual candidates will be given priority.
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