Customer Success Patient Care Manager

About GiftHealth 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 are an innovative, customer‑centric company dedicated to making a positive impact on people’s lives. Description We are seeking a Patient Care Manager to lead our call center’s patient care team. In this role, you will oversee daily operations, manage supervisors, and collaborate with cross‑functional teams to improve processes and ensure an exceptional patient experience. Key Responsibilities Delegate responsibilities and establish clear deadlines for a diverse team of leaders supporting patient care and client success. Maintain strong, proactive relationships with key clients by addressing needs quickly, resolving issues effectively, and ensuring a consistently positive experience. Coordinate coverage, scheduling, time off, after‑hours & on‑call team schedules and responsibilities. Analyze necessary data to ensure staffing metrics are met. Create and maintain Saturday schedule for the Patient Care Department. Maintain PTO calendar for the Patient Care team ensuring a fair and equal schedule. Analyze data and implement ways to reduce manual tasks for the Patient Care Team. Work closely with our Pharmacy Management System, BestRx, to create more efficient workflows and new tickets to improve processes. Collaborate cross‑functionally with GiftHealth teams (account management, engineering, product, and sales) to recommend process improvements that enhance patient experience and reduce manual tasks. Communicate all updates and new features to the necessary teams. Lead team meetings for the Patient Care Team. Ensure end‑of‑day checklists and monthly audits are completed by Patient Care leadership team members. Ensure Zendesk wait time and calls in queue remain under suggested limits. Facilitate 1:1’s with all direct reports. When necessary, successfully triage issues to other teams (engineering, account management, RPH, etc.). Facilitate new employee onboarding and support ongoing training and development for PCRs and PCR Supervisors. Assist with recruiting—help to grow and develop the Patient Care Team while creating a high‑performance culture around achievement, productivity, retention, and employee growth. Create a motivating and positive team environment with an open communication culture. Recognize high performance and work with HR to reward accomplishments. Ensure the entire team maintains confidentiality of PHI and abides by HIPAA and software security policies and trainings. Qualifications Consistently demonstrate strong interpersonal and communication skills to facilitate collaboration. Excellent written and verbal communication skills with active listening and exceptional organizational skills. Ability to work well under pressure and handle criticism, turning negative customer experiences into positive outcomes. Ability to remain patient and calm during stressful situations. Experience in a fast‑paced environment and using technology to solve problems quickly. Experience working with ticketing systems and scheduling software (Zendesk, Slack, Paylocity, etc.). Passion for going above and beyond, taking initiative, and thriving in a fast‑paced, change‑heavy environment. In‑depth knowledge of performance metrics. Decision‑making skills. A strong sense of patience and a friendly disposition while communicating with a variety of personality types. A skilled multi‑tasker who can set priorities and manage time effectively. Excellent problem‑solving skills with a keen eye toward improving processes. CPHT is preferred, but the company can facilitate obtaining this certification within 120 days. Work Environment Location: Hybrid, Columbus Schedule: Full‑time May require additional availability or flexibility for escalations. Regular meetings with teams, departments, or leadership to ensure alignment. Employment Classification Status: Full‑time FLSA: 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. Salary $68,109 - $80,128 #J-18808-Ljbffr Gifthealth