Senior Patient Experience Trainer

Gifthealth Inc • Columbus, OH

46m • $28 - $38 • Onsite

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.

We are seeking an SR Patient Experience Trainer to serve as the primary operational support partner for the Patient Experience leadership team, driving consistency, accountability, and continuous improvement across frontline service operations. Reporting to the Sr Manager of Customer Success, this role is responsible for identifying performance gaps, process breakdowns, and training opportunities through regular onsite observation and direct engagement with team members. The SR Patient Experience Trainer leads ad hoc trainings focused on process changes, customer service up skilling, and operational best practices, while providing real-time coaching and feedback to frontline staff. This position also partners closely with leadership and the Knowledge Management team to ensure performance concerns are escalated appropriately and that internal and external knowledge resources remain accurate, effective, and up to date.

Requirements

• High School Diploma or equivalent
• Pharmacy Technician Trainee License (Required)
• 3 to 5 years of experience in patient experience, healthcare operations, customer service, contact center operations, or a related operational support environment (Required)
• Demonstrated experience coaching, mentoring, or developing frontline team members in a fast-paced service environment (Required)
• Experience facilitating trainings, process updates, or staff development initiatives (Required)
• Proven ability to identify operational inefficiencies, process breakdowns, and opportunities for continuous improvement (Required)
• Experience collaborating with leadership teams to address performance concerns, escalate operational issues, and support accountability initiatives (Required)
• Experience working cross-functionally with departments such as operations, training, quality, or knowledge management (Required)
• Strong knowledge of patient experience, customer service, and frontline healthcare operations (Required)
• Excellent coaching, communication, and interpersonal skills with the ability to provide constructive real-time feedback (Required)
• Strong facilitation and presentation skills, including the ability to lead ad hoc trainings and team upskilling sessions (Required)
• Ability to collaborate cross-functionally with leadership, operations, and knowledge management teams (Required)
• Ability to manage sensitive employee performance concerns professionally and escalate issues appropriately (Required)
• Ability to build trust and maintain a visible, supportive presence with frontline teams (Required)

Nice To Haves

• Certified Pharmacy Technician (Preferred)
• Experience in healthcare, patient support services, or high-volume customer experience environments (Preferred)
• Experience utilizing performance observations, quality metrics, or frontline feedback to drive operational improvements and training strategies (Preferred)
• Knowledge of adult learning principles, training development, or instructional facilitation techniques (Preferred)
• Ability to analyze performance trends and translate findings into actionable training and process recommendations (Preferred)

Responsibilities

• Maintain a consistent onsite presence to observe workflows, support frontline staff, identify process breakdowns, and provide real-time coaching and feedback to improve patient and customer experience outcomes
• Develop and facilitate ad hoc trainings related to process changes, customer service excellence, workflow adherence, and identified skill gaps to ensure teams remain informed, confident, and effective
• Provide direct coaching to team members based on observed performance trends, while partnering with leadership to escalate repeat performance concerns or significant operational issues when appropriate
• Analyze frontline observations, recurring issues, and staff feedback to identify opportunities for operational improvement, workflow optimization, and additional training initiatives
• Partner closely with the Knowledge Management team to ensure internal and external resources, documentation, and support materials remain accurate, current, and user-friendly

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED