Director of Patient

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.

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 Vice President of Customer Success, the Director of Patient Experience will be responsible for the overall performance of a large call center assisting patients in multiple channels for our most strategic accounts. This position also owns all vendor relationships and performance, internal teams and performance as well as delivering on all KPI’s for our largest clients. We are seeking a Director of Patient Experience to lead our Patient Experience organization, ensuring alignment with organizational goals, operational excellence, and compliance standards.

• Owns patient experience KPIs for the company’s largest accounts, including performance tracking, root-cause analysis, and continuous improvement planning
• Sets strategy and accountability for patient experience outcomes, translating client expectations and service commitments into measurable operational goals
• Owns and manages cost-per-fill, driving efficiency initiatives while maintaining service quality, compliance, and patient satisfaction
• Leads, coaches, and develops a large, multi-layered leadership team, strengthening management capability, decision-making, and execution at scale
• Manages high-impact client and patient escalations, ensuring timely resolution, clear communication, and prevention of recurrence
• Partners cross-functionally with operations, product, clinical, and finance teams to align cost, experience, and service delivery priorities
• Uses data and insights to drive performance improvement, identifying trends, risks, and opportunities across patient experience, cost, and operational execution

• Education:
  
  Bachelor’s degree or equivalent combination of education and/or experience (Required)
• Licensure/Certification:
  None
• Experience:
• 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 closely with product and technology teams to improve patient experience through tooling and workflow design (Preferred)
• Knowledge, Skills, & Abilities:
• Knowledge of patient experience principles across healthcare or pharmacy services, including access, timeliness, communication, and trust; pharmacy operations and patient journeys, including prescription fulfillment, support interactions, escalations, and adherence impacts; patient experience metrics and performance management, such as CSAT, NPS, complaint rates, resolution time, and service level targets; and regulatory and compliance considerations relevant to pharmacy services and patient communications (e.g., HIPAA, quality standards) (Required)
• Knowledge of cost drivers in pharmacy or healthcare operations, including cost-per-fill and…