Manager of Patient Care Implementation

Job Description

Job Description

Description:

Position Summary

We are seeking a Manager of Patient Care Implementation to lead day-to-day execution of client onboarding for an assigned portfolio of clients, partnering closely with the Director of Implementation & Client Onboarding to ensure every new client transitions onto the platform with speed, precision, and an excellent experience. This role sits within Gifthealth's Operations function, executing implementation plans, coordinating cross-functional work-streams, and serving as the primary day-to-day operational contact for clients throughout onboarding.

Key Responsibilities

• Client Implementation Execution: Own and execute onboarding and implementation activities for an assigned portfolio of clients, managing the process from contract execution through go-live and into hyper-care, and escalating complex or high-risk implementations to the Director as needed.

• Project Management & Coordination: Build and maintain implementation project plans, milestones, and timelines for assigned clients; coordinate day-to-day workstreams with internal teams (operations, pharmacy, technology, compliance) to keep implementations on time and on scope.

• Client Relationship Management: Serve as the primary day-to-day point of contact for client stakeholders during onboarding, maintaining clear communication and building the trust that supports a smooth transition into steady-state support.

• Process Improvement Support: Identify recurring friction points or inefficiencies in the onboarding process and bring recommendations to the Director; help pilot and document process changes.

• Team Leadership: Provide day-to-day direction and coaching to Implementation Coordinators/Specialists supporting assigned clients; help onboard and train new team members on implementation processes.

• Reporting & Performance Tracking: Track and report on implementation metrics for assigned clients (on-time launch rates, client satisfaction, cycle times); flag risks and trends to the Director.

• Compliance & Documentation: Ensure onboarding activities for assigned clients adhere to applicable regulatory, contractual, and operational standards; maintain accurate and complete implementation documentation.

Qualifications

Education: Bachelor's degree preferred; degree in Healthcare Administration, Business, Operations, or a related field preferred.

Licensure/Certification: Pharmacy Technician certification preferred.

Experience: 2+ years of experience in client implementation, onboarding, or project management, with demonstrated ownership of implementation tasks or workstreams; experience in the healthcare industry,

including specialty pharmacy, pharmacy benefit management, or pharma services, preferred.

Skills

• Strong project management skills with the ability to manage multiple client implementations concurrently without losing quality or urgency.

• Strong client communication skills with day-to-day operational stakeholders.

• Ability to coordinate and motivate cross-functional contributors on a project basis.

• Working understanding of healthcare operations, specialty pharmacy workflows, and client onboarding processes in regulated environments.

• Strong organizational and data-tracking skills, with comfort compiling and reporting on implementation metrics. Experience in a call-center, hub services, or patient support services environment (preferred).

Desired Attributes

• A natural relationship builder who earns client trust quickly and keeps them confident throughout the onboarding process.

• A self-starter who spots gaps and raises or fixes them without waiting to be asked.

• Organized, detail-oriented, and calm under pressure.

• Passionate about healthcare access and the impact Gifthealth has on patients' prescription journeys.

• Eager to grow into broader implementation leadership as the function scales.

Work Environment

• Location: Remote / Hybrid (as applicable).

• Schedule: Full-time; standard business hours.

• May require availability during client go-live events or escalations outside standard business hours.

• Regular meetings with Operations, Client Services, Pharmacy, Technology, and Leadership to ensure alignment.

Key Essential Functions

• Must be able to perform sustained computer and video-conferencing work for extended periods.

• Must be able to communicate effectively in writing and verbally across remote and in-person formats.

• Must be able to manage shifting priorities and high-volume workloads with consistent attention to detail.

• Must be able to work standard business hours with flexibility for client needs as required.

Employment Classification

Status: [X] Full-time [ ] Part-time [ ] Temporary

FLSA: [X] Exempt [ ] 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.

Requirements: