Customer Success Patient Care Manager

Customer Success Patient Care Manager

About Us

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.

Position Summary

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.

Key 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

Qualifications

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

Work Environment

• Location: Hybrid Columbus
• Schedule: Full-time
• May require additional availability or flexibility for escalations.
• Regular meetings with teams, departments, or leadership to ensure alignment.

Employment Classification

Status: Full-time
FLSA: Exempt  

Equal Employment Opportunity (EEO) Statement

Gifthealth is an Equal Opportunity Employer and 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.  

We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.