Senior Patient Experience Trainer

Job Description

Job Description

Description:

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

We are seeking an SR Patient Experience Trainer to serve as the primary operational support partner for the Patient Experience leadership team, driving consistency, accountability, and continuous improvement across frontline service operations. Reporting to the Sr Manager of Customer Success, this role is responsible for identifying performance gaps, process breakdowns, and training opportunities through regular onsite observation and direct engagement with team members. The SR Patient Experience Trainer leads ad hoc trainings focused on process changes, customer service up skilling, and operational best practices, while providing real-time coaching and feedback to frontline staff. This position also partners closely with leadership and the Knowledge Management team to ensure performance concerns are escalated appropriately and that internal and external knowledge resources remain accurate, effective, and up to date.

Key Responsibilities

• Frontline Operational Support & Floor Presence Maintain a consistent onsite presence to observe workflows, support frontline staff, identify process breakdowns, and provide real-time coaching and feedback to improve patient and customer experience outcomes
• Training & Up skilling Delivery Develop and facilitate ad hoc trainings related to process changes, customer service excellence, workflow adherence, and identified skill gaps to ensure teams remain informed, confident, and effective
• Performance Coaching & Escalation Management Provide direct coaching to team members based on observed performance trends, while partnering with leadership to escalate repeat performance concerns or significant operational issues when appropriate
• Process Improvement & Operational Insights Analyze frontline observations, recurring issues, and staff feedback to identify opportunities for operational improvement, workflow optimization, and additional training initiatives
• Knowledge Management Collaboration Partner closely with the Knowledge Management team to ensure internal and external resources, documentation, and support materials remain accurate, current, and user-friendly

Qualifications

Education & Licensure

• High School Diploma or equivalent; Pharmacy Technician Trainee License (Required)
• Certified Pharmacy Technician (Preferred)

Experience

• 3 to 5 years of experience in patient experience, healthcare operations, customer service, contact center operations, or a related operational support environment (Required)
• Demonstrated experience coaching, mentoring, or developing frontline team members in a fast-paced service environment (Required)
• Experience facilitating trainings, process updates, or staff development initiatives (Required)
• Proven ability to identify operational inefficiencies, process breakdowns, and opportunities for continuous improvement (Required)
• Experience collaborating with leadership teams to address performance concerns, escalate operational issues, and support accountability initiatives (Required)
• Experience working cross-functionally with departments such as operations, training, quality, or knowledge management (Required)
• Experience in healthcare, patient support services, or high-volume customer experience environments (Preferred)
• Experience utilizing performance observations, quality metrics, or frontline feedback to drive operational improvements and training strategies (Preferred)

Knowledge, Skills & Abilities

• Strong knowledge of patient experience, customer service, and frontline healthcare operations (Required)
• Excellent coaching, communication, and interpersonal skills with the ability to provide constructive real-time feedback (Required)
• Strong facilitation and presentation skills, including the ability to lead ad hoc trainings and team upskilling sessions (Required)
• Ability to collaborate cross-functionally with leadership, operations, and knowledge management teams (Required)
• Ability to manage sensitive employee performance concerns professionally and escalate issues appropriately (Required)
• Ability to build trust and maintain a visible, supportive presence with frontline teams (Required)
• Knowledge of adult learning principles, training development, or instructional facilitation techniques (Preferred)
• Ability to analyze performance trends and translate findings into actionable training and process recommendations (Preferred)

Work Environment

• Location: On-Site
• Regular interactions with Sr Manager Customer Success, Customer Success Managers, Resolution Manager, Vendor Manager, and all Customer Success and Patient Experience team members

Employment Classification

Status: Full-time

FLSA: Non-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.

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.