Resolution Specialist Lead

Resolution Specialist – Lead

Available shifts:

• 11am-7pm
• 12pm-8pm

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

The Resolution Specialist – Lead at Gifthealth is a key member of the Patient Support team, responsible for guiding the day-to-day activities of the Resolution Specialists. This role supports a high-functioning, service-focused team that manages complex patient concerns and escalations. The Lead plays a critical role in improving team performance, optimizing workflows, and ensuring exceptional patient experiences.

Key Responsibilities

Team Leadership & Coaching

• Provide daily guidance and mentorship to the Resolution Specialist Call Center Team.
• Support team development through hands-on coaching, training, and feedback.
• Monitor performance metrics and conduct regular reviews with staff.
• Support onboarding and ongoing training for new and existing team members.

Escalation Management

• Act as the primary point of contact for high-priority or sensitive patient escalations.
• Coordinate with internal teams to drive resolution.
• Develop and implement scalable protocols for efficient handling of escalations.

Continuous Process Improvement

• Analyze escalation and resolution trends to identify workflow gaps and training opportunities.
• Collaborate cross-functionally to implement improvements that reduce recurrence of issues.
• Maintain up-to-date documentation on processes and workflows to promote consistency and transparency.
• Actively participate in strategic planning around team growth, support tools, and operational efficiency.

Compliance & Reporting

• Ensure all patient communications are compliant with HIPAA and other applicable regulations.
• Track and report escalation data and resolution outcomes for leadership and quality assurance review.
• Participate in audits and ensure readiness for compliance reviews.

Qualifications

• Education: Bachelor's degree in Healthcare Administration, Business, or a related field (or equivalent work experience).
• Minimum 3 years in a patient support or customer service role, with at least 1 year of supervisory or team lead experience.
• Proven ability to manage and resolve complex patient or customer issues.
• Strong interpersonal, communication, and organizational skills.
• Proficiency with Zendesk, CRM tools, Microsoft Office Suite; knowledge of pharmacy systems is a plus.
• Familiarity with healthcare or pharmacy operations and compliance is highly desirable.

Work Environment

• Location: Hybrid in Columbus, OH
• Schedule: Full-time
• May require additional availability or flexibility for escalations.
• Regular meetings with your team, department, or leadership to ensure alignment.

Key Essential Functions

• Must be able to sit for extended periods of time while working, with periodic standing or movement as needed.
• Must be able to perform repetitive motions for the duration of a shift, including typing, using a mouse, and operating a telephone or headset.
• Must be able to view a computer screen for extended periods of time and accurately read information.
• Must be able to communicate clearly and professionally via phone, email, and chat for most of the workday.
• Must be able to handle multiple tasks simultaneously, including navigating multiple systems while speaking with customers.
• Must be able to work onsite for all scheduled shifts, including assigned hours, overtime, or adjusted schedules as business needs require.

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. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

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.