Vice President of Patient Experience

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. 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. Position Summary Reporting to the EVP of Patient Experience, the VP of Patient Access role owns the inbound patient-facing contact center function across every hub and DTP program Gifthealth runs. This position ensures those interactions are resolved completely, quickly, and consistently, regardless of which program the patient is in or which medication they are on. We are seeking a Vice President of Patient Experience to build teams, workflows, and QA systems that hold a consistent service standard across a wide span of medications and program types and use data to identify and close gaps before patients feel them. This position plays a key role in leading Patient Experience, ensuring alignment with organizational goals, operational excellence, and compliance standards. Key Responsibilities Leads all inbound patient-facing operations across voice, chat, and digital channels for hub and DTP programs, ensuring consistent, high-quality service; manages service levels, routing, and channel optimization to deliver efficient, seamless patient experiences across all touchpoints Sets and manages performance metrics including AHT, CSAT, and First Call Resolution; identifies performance drivers, implement workflow improvements, and coach leadership to balance efficiency with thorough, high-quality patient resolution Builds and maintains scalable service workflows enabling accurate, real-time resolution of patient needs, including prescription status, fulfillment and shipping, prescriber coordination, and pharmacist consultation routing Owns service recovery strategy for escalations and poor experiences, establishing clear protocols, authority frameworks, and follow-up processes to restore patient trust and continuously improve satisfaction outcomes Establishes and enforces a standardized, program-agnostic patient experience across all products and partners; deploys and maintains the POD-based service model to enable consistent delivery and scalable onboarding of new programs Partners with Patient Access, Pharmacy Operations, and other internal teams to ensure seamless handoffs, accurate communication, and coordinated service delivery; leads patient experience readiness for new program launches through structured, repeatable onboarding and training Owns workforce planning, staffing models, and scheduling to meet demand across programs; builds and maintains QA, coaching, and development frameworks while partnering with technology teams to improve tools, systems, and operational effectiveness Qualifications Education: Bachelor's degree in business administration, operations management, or related field (Required), Master's degree (Preferred) Licensure/Certification: None Experience: 15+ years in contact center operations, patient services, or specialty pharmacy / hub service delivery (Required) 3+ years in a leadership role managing a multi-program or multi-client inbound service team (Required) Experience with ownership of AHT, CSAT, and first call resolution in a high-volume contact center environment (Required) Experience managing voice and chat service channels simultaneously (Required) Experience in healthcare, specialty pharmacy, hub services, or a regulated patient-facing service environment (Required) Experience managing triage and routing workflows for clinical inquiries, including pharmacist consultation or clinical escalation protocols (Required) Experience building and managing QA programs including call monitoring, agent scoring, and coaching workflows (Required) Experience in a hub services organization, specialty pharmacy patient support program, or manufacturer-sponsored patient services function (Preferred) Experience operating in or building a POD or program-replication service model across multiple manufacturer programs (Preferred) Experience in a direct-to-patient (DTP) dispensing model where contact center and pharmacy operations are closely integrated (Preferred) Experience with managing pharmacist consultation availability and routing within a contact center environment (Preferred) Experience preparing and presenting patient experience performance reporting to pharmaceutical manufacturer clients (Preferred) Experience with HIPAA-compliant contact center operations, including agent training, data handling, and recording consent protocols (Preferred) Knowledge, Skills, and Abilities: Knowledge of contact center performance management principles, including average handle time (AHT) optimization in high-volume environments; omnichannel service delivery, including voice and chat operations, with the ability to manage routing, volume distribution, and quality monitoring across channels; workforce management (WFM) practices, including forecasting, capacity planning, and scheduling to consistently meet service level expectations; hub services, specialty pharmacy, or patient support program operations, including common patient inquiries such as prior authorizations, benefits, shipping, clinical questions, and provider coordination; and prescriber office communication workflows, including outreach practices and maintaining timely, accurate provider interactions (Required) Knowledge of AHT optimization strategies and continuous improvement methodologies that enhance both efficiency and customer experience; and contact center platforms (Five9, Genesys, Amazon Connect, or similar) and CRM/case management tools used in healthcare service environments (Preferred) Customer satisfaction (CSAT) measurement program design, implementation, and management skills, including survey design, data interpretation, and action planning that drives measurable improvement (Required) Multi-program and multi-medication service environment management skills, including training, quality assurance, and knowledge management for broad service scopes (Required) Service performance report preparation and delivery skills to internal leadership and external stakeholders, connecting operational metrics to overall program outcomes (Required) Data-driven performance management skills, including use of key metrics (AHT, CSAT, FCR, service level, abandonment rate) to guide operational decisions and continuous improvement (Required) Advanced survey design principle application skills to generate actionable customer insights and avoid non-value-added metrics (Preferred) Clinical escalation and triage model design and optimization skills, including seamless handoffs between non-clinical and clinical staff (Preferred) Client and manufacturer relationship management skills, including presenting performance results, insights, and recommendations (Preferred) Ability to balance efficiency and quality through workflow, scripting, and system improvements (Required) Ability to develop and improve First Call Resolution (FCR) in complex environments involving multiple systems, teams, and resolution paths (Required) Ability to manage and support clinical and non-clinical inquiry triage, including escalation protocols and coordination with pharmacists or clinical staff (Required) Ability to build, standardize, or improve contact center operations, including implementing consistent workflows, systems, and training programs (Required) Ability to collaborate effectively across functions, including operations, clinical, pharmacy, and technology teams, to resolve complex service issues (Required) Ability to translate operational performance metrics into a strategic narrative aligned with broader business and patient outcomes (Preferred) Ability to influence cross-functional stakeholders to resolve systemic barriers impacting patient experience, including process and technology challenges (Preferred) Work Environment Location: Hybrid / Remote Schedule: [8:00 A.M. to 5:00 P.M. Monday through Friday with night and weekend hours on occasion as determined by the needs of the business and cross-facility travel as needed Regular meetings with internal Patient Experience, Quality, Compliance, Legal, Human Resources, Pharmacy, Operations, and senior leadership teams. This role may also have meetings with external vendor and consultant partner representatives. Key Essential Functions Must be able to remain in a stationary position for extended periods while writing or reviewing documentation Must be able to work on a computer for the entire shift Must be able to attend virtual meetings with cross-functional teams. Employment Classification Full-time 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. 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 Description $180,000-$235,000 #J-18808-Ljbffr Gifthealth