User Researcher, Care & Access

Description

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 a User Researcher, Care & Access to own research across the people and workflows that make patient access and fulfillment possible. This position plays a key role in supporting the Product department and reports to Gifthealth s Sr. User Researcher, ensuring alignment with organizational goals, operational excellence, and compliance standards.

Sometimes that means studying a product interface. Other times it means sitting alongside an internal team, following work across systems, talking with a prescriber office, going on-site, or combining firsthand research with operational data. A product team should be able to bring this researcher a problem that nobody completely understands ("This workflow isn't working the way we expected. What s actually happening?")

and trust them to independently take it from "something seems wrong" to evidence the team can act on: where the problem actually sits, what the evidence supports, which parts are product-addressable, and what should happen next.

This is a role for someone who likes entering complicated, imperfectly understood environments and making them legible. This role joins a growing research function inside the Product organization and will also work closely with Operations teams and other partners across the company.

• Research ownership: Own research across internal care and case-management workflows, pharmacy operations, prescriber experiences, and field-facing products.
• Problem framing: Independently turn ambiguous product and operational problems into clear research questions and determine what evidence is needed to answer them.
• Proximity to the work: Get close to how work actually happens through interviews, observation, contextual and field research, usability testing, and other methods appropriate to the problem, including on-site research with Gifthealth teams in Columbus.
• Early partnership: Partner with Product and Design early enough for research to shape the problem and direction, not just evaluate a proposed solution.
• Mixed evidence: Connect firsthand research with operational and quantitative evidence to distinguish symptoms from underlying causes.
• Cross-surface synthesis: Synthesize across tools and workflows to identify larger patterns, problems, and opportunities that no single product surface reveals.
• Persistent relationships: Build enough context and ongoing relationships in these areas to surface important questions before they become urgent requests.

• Education
  :
  No specific degree required; equivalent practical experience will be considered.
• Licensure/Certification
  :
  Not applicable
• Experience
  :
  Typically 6+ years of research experience, with a track record of independently leading ambiguous product or service research. Experience getting close to real workflows and understanding the difference between how a process is supposed to work and how it works in practice. Healthcare, pharmacy, or patient-access experience is welcome but not required.
• Knowledge, Skills, and Abilities
  :
  • High agency: owns the path to an answer, not just the assigned task, and finds the people, evidence, access, or workaround needed to keep moving. Find a way or make one.
  • Comfort with ambiguity and speed: moves confidently when the question is messy, the timeline is short, or the evidence is incomplete, and knows how much research the decision actually requires.
  • AI-forward: assumes there is usually a faster or deeper way to work with AI and looks for it proactively, with strong judgment about when to trust, verify, or step outside the tool.
  • Claim discipline: precise about what the evidence does and does not support, and explicit about meaningful uncertainty.
  • Close to the work: prefers seeing how something actually happens over relying on process diagrams, secondhand descriptions, or assumptions.
  • Systems-minded: can study one workflow without losing sight of the larger system around it.
  • Strong research judgment and the ability to choose an approach based on the question rather than a preferred method.
  • Strong interviewing,…