Senior Manager, Patient Experience

Gifthealth Inc • Columbus, OH

18h • $85,000 - $105,000 • Hybrid

About The Position

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Reporting to the Director of Patient Experience, the Senior Manager, Patient Experience acts as the Director's right hand, translating strategy into day-to-day execution across our patient care organization. This role ensures we deliver consistent, high-quality patient experience while hitting service, quality, and cost targets. The Senior Manager owns the operational rigor that keeps our largest accounts running smoothly, stepping in on significant escalations, driving process and efficiency improvements, and representing the Patient Experience organization in the Director's absence.

Requirements

• Bachelor's degree or equivalent combination of education and/or experience.
• 5+ years of experience leading call center or patient experience operations, including at least 2 years managing a team of managers or supervisors (Required).
• Knowledge of patient experience principles, pharmacy operations and patient journeys, and PX performance metrics; working knowledge of relevant regulatory and compliance considerations such as HIPAA (Required).
• Strong people leadership skills, with experience coaching and developing managers and supervisors (Required).
• Data-driven problem-solving skills, including root-cause analysis and translating insights into operational changes (Required).
• Strong stakeholder management and communication skills, able to work across clinical, operations, product, and commercial partners (Required).
• Escalation management skills, with sound judgment in resolving high-impact issues (Required).
• Ability to translate strategic direction into clear operational plans and hold a team of managers accountable to them (Required).
• Ability to represent the Patient Experience organization credibly in internal and client-facing settings (Required).
• Ability to balance patient experience quality with operational efficiency and cost constraints (Required).

Nice To Haves

• Experience in pharmacy services, healthcare services, or regulated clinical environments (Preferred).
• Experience owning or supporting patient experience KPIs, such as CSAT, NPS, or SLA performance, for large or strategic accounts (Preferred).
• Experience partnering with product or technology teams to improve workflows or tooling (Preferred).
• Knowledge of cost-per-fill or service delivery economics, and familiarity with CRM or call center technology platforms (Preferred).
• Change-management skills, particularly in improving frontline processes and behaviors (Preferred).
• Ability to build ownership and accountability for outcomes across a multi-layered team (Preferred).

Responsibilities

• Translate the Director's patient experience strategy and client commitments into concrete operational plans, staffing models, and process changes.
• Own execution-level performance against patient experience KPIs (CSAT, NPS, resolution time, service level targets) across the accounts and teams you oversee.
• Serve as the next point of escalation above the Manager level for significant client or patient issues, resolving what you can and looping in the Director when an issue needs executive visibility.
• Partner with the Director on cost-per-fill and efficiency initiatives, identifying opportunities to reduce manual work and improve throughput without sacrificing quality.
• Work with operations, product, clinical, and finance teams to implement process and tooling improvements identified by the Director or surfaced from frontline data.
• Monitor trends across patient experience, staffing, and cost metrics; flag risks and opportunities to the Director before they become larger issues.
• Represent the Patient Experience organization in internal leadership meetings and, when needed, client-facing conversations when the Director is unavailable.
• Lead cross-team process and quality improvement initiatives, ensuring consistency across the Patient Care Managers and their teams.
• Help build a high-performance culture across the broader Patient Care organization, supporting recruiting, onboarding, and leadership development at the Manager level.

Benefits

• Equal Opportunity Employer
• prohibits discrimination and harassment of any kind
• All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.
• celebrate diversity
• committed to creating an inclusive environment for all employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior