Director of Patient Experience

🔥 27 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $122k - $150k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 0%

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Gifthealth

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2020

🏥 Healthcare

📦 Logistics

💼 Consulting

💰 $40M Private Equity Round - GiftHealth on 2023-04

Healthcare • Logistics • Consulting

Gifthealth is a technology-enabled patient access and prescription fulfillment company that connects patients, prescribers, pharmacies, and pharmaceutical manufacturers through a unified digital platform. It streamlines enrollment, electronic benefits verification, e-prior authorization, and payment/affordability support while managing pharmacy fulfillment and patient support services. The platform also provides manufacturers with actionable data and insights on patient journeys and brand performance, driving faster, more reliable medication access.

📋 Description

• Own patient experience KPIs for the company’s largest accounts, including performance tracking, root-cause analysis, and continuous improvement planning • Set strategy and accountability for patient experience outcomes • Translate client expectations and service commitments into measurable operational goals • Own and manage cost-per-fill while maintaining service quality, compliance, and patient satisfaction • Lead, coach, and develop a large, multi-layered leadership team • Manage high-impact client and patient escalations and prevent recurrence • Partner with operations, product, clinical, and finance teams • Use data and insights to identify trends, risks, and opportunities across patient experience, cost, and operational execution • Report to the Vice President of Customer Success • Own vendor relationships and performance, internal teams and performance, and KPI delivery for largest clients • Participate in regular meetings with senior leadership and key client representatives

🎯 Requirements

• Bachelor’s degree or equivalent combination of education and/or experience (Required) • 7 years of experience leading Call Center operations with at least 500+ FTE (Required) • Experience leading Vendor Operations with over 500 FTE (Preferred) • Experience in pharmacy services, healthcare services, or regulated clinical environments (Preferred) • Experience owning patient experience outcomes for large or enterprise clients, including SLA and KPI performance (Preferred) • Experience partnering with product and technology teams to improve patient experience through tooling and workflow design (Preferred) • Knowledge of patient experience principles across healthcare or pharmacy services, pharmacy operations and patient journeys, patient experience metrics, and regulatory/compliance considerations such as HIPAA (Required) • Knowledge of cost drivers in pharmacy or healthcare operations, digital patient experience platforms, and enterprise client relationships (Preferred) • Strong people leadership skills across large, front-line-heavy organizations (Required) • Data-driven problem-solving skills, including root-cause analysis and trend identification (Required) • Excellent stakeholder management and communication skills (Required) • Escalation management skills for high-impact patient and client issues (Required) • Strong change-management skills (Preferred) • Ability to balance patient experience quality with operational efficiency and cost constraints (Required) • Ability to influence without direct authority (Required) • Ability to articulate patient experience risks and opportunities to executive leadership (Required) • Ability to build accountability for patient experience outcomes (Required) • Ability to lead and scale patient experience functions, set strategy, define KPIs, and drive continuous improvement (Required) • Ability to design and scale operating models improving consistency and quality (Preferred) • Ability to anticipate patient experience risks and adjust strategy and operations (Preferred) • Ability to represent the patient voice in executive planning discussions (Preferred) • Ability to lead through ambiguity during growth, system change, or regulatory shifts (Preferred) • Ability to connect patient experience outcomes to retention, cost, and client satisfaction (Preferred) • Ability to remain stationary for extended periods while writing or reviewing documentation • Ability to work on a computer for the entire shift • Ability to attend virtual meetings with cross-functional teams

🏖️ Benefits

• Hybrid remote work arrangement • Flexible schedule with occasional night and weekend hours based on business needs • Cross-functional collaboration with senior leadership and key client representatives • Inclusive work environment and commitment to diversity • Equal employment opportunity