Vice President of Patient

Vice President Of Patient Experience

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 EVP of Patient Experience, the VP of Patient Access role owns the inbound patient-facing contact center function across every hub and DTP program Gifthealth runs. This position ensures those interactions are resolved completely, quickly, and consistently, regardless of which program the patient is in or which medication they are on.

We are seeking a Vice President of Patient Experience to build teams, workflows, and QA systems that hold a consistent service standard across a wide span of medications and program types and use data to identify and close gaps before patients feel them. This position plays a key role in leading Patient Experience, ensuring alignment with organizational goals, operational excellence, and compliance standards.

• Leads all inbound patient-facing operations across voice, chat, and digital channels for hub and DTP programs, ensuring consistent, high-quality service; manages service levels, routing, and channel optimization to deliver efficient, seamless patient experiences across all touchpoints
• Sets and manages performance metrics including AHT, CSAT, and First Call Resolution; identifies performance drivers, implement workflow improvements, and coach leadership to balance efficiency with thorough, high-quality patient resolution
• Builds and maintains scalable service workflows enabling accurate, real-time resolution of patient needs, including prescription status, fulfillment and shipping, prescriber coordination, and pharmacist consultation routing
• Owns service recovery strategy for escalations and poor experiences, establishing clear protocols, authority frameworks, and follow-up processes to restore patient trust and continuously improve satisfaction outcomes
• Establishes and enforces a standardized, program-agnostic patient experience across all products and partners; deploys and maintains the POD-based service model to enable consistent delivery and scalable onboarding of new programs
• Partners with Patient Access, Pharmacy Operations, and other internal teams to ensure seamless handoffs, accurate communication, and coordinated service delivery; leads patient experience readiness for new program launches through structured, repeatable onboarding and training
• Owns workforce planning, staffing models, and scheduling to meet demand across programs; builds and maintains QA, coaching, and development frameworks while partnering with technology teams to improve tools, systems, and operational effectiveness

Qualifications

• Education: Bachelor's degree in business administration, operations management, or related field (Required), Master's degree (Preferred)
• Licensure/Certification: None
• Experience: 15+ years in contact center operations, patient services, or specialty pharmacy / hub service delivery (Required), 3+ years in a leadership role managing a multi-program or multi-client inbound service team (Required), Experience with ownership of AHT, CSAT, and first call resolution in a high-volume contact center environment (Required), Experience managing voice and chat service channels simultaneously (Required), Experience in healthcare, specialty pharmacy, hub services, or a regulated patient-facing service environment (Required), Experience managing triage and routing workflows for clinical inquiries, including…