Vice President, Patient Experience

Gifthealth

. Lead all inbound patient-facing operations across voice, chat, and digital channels for hub and DTP programs .

Posted 9/18/2026full-timeColumbus • Ohio • United StatesLead💰 $180,000 - $235,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading inbound patient-facing operations, optimizing service levels, and managing performance metrics such as AHT, CSAT, and First Call Resolution. Proven ability to build scalable workflows and collaborate across multidisciplinary teams in a healthcare or specialty pharmacy environment.

Highest-signal resume keywords

Contact Center Operations ManagementAHT, CSAT, FCR Performance ManagementMulti-Program LeadershipWorkflow OptimizationHealthcare CRM Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Contact Center Performance ManagementData-Driven Performance ManagementQA Program DevelopmentTriage and Routing Workflow ManagementCustomer Satisfaction MeasurementService Performance ReportingClinical Inquiry ManagementWorkflow ImprovementScripting and System ImprovementsTraining Program Development

Soft Skills

LeadershipCollaborationCoachingProblem-SolvingCommunication

Tools & Technologies

Five9GenesysAmazon ConnectHealthcare CRMCase Management Tools

Certifications & Qualifications

Bachelor’s Degree in Business AdministrationMaster’s Degree (Preferred)

Industry Keywords

Patient ServicesSpecialty PharmacyHub ServicesRegulated Patient-Facing ServiceOmnichannel Service Delivery

About the role

Key responsibilities & impact

Lead all inbound patient-facing operations across voice, chat, and digital channels for hub and DTP programs
Manage service levels, routing, and channel optimization across patient touchpoints
Set and manage AHT, CSAT, and First Call Resolution performance metrics
Identify performance drivers, implement workflow improvements, and coach leadership
Build and maintain scalable workflows for prescription status, fulfillment and shipping, prescriber coordination, and pharmacist consultation routing
Own service recovery strategy for escalations and poor experiences
Establish standardized, program-agnostic patient experience across products and partners
Deploy and maintain the POD-based service model and support onboarding of new programs
Partner with Patient Access, Pharmacy Operations, technology, and other internal teams
Lead patient experience readiness for new program launches through onboarding and training
Own workforce planning, staffing models, and scheduling
Build and maintain QA, coaching, and development frameworks
Improve tools, systems, and operational effectiveness with technology teams
Report to the EVP of Patient Experience

Requirements

What you’ll need

Bachelor’s degree in business administration, operations management, or related field (Required)
Master’s degree (Preferred)
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 owning AHT, CSAT, and First Call Resolution in a high-volume contact center environment
Experience managing voice and chat service channels simultaneously
Experience in healthcare, specialty pharmacy, hub services, or a regulated patient-facing service environment
Experience managing triage and routing workflows for clinical inquiries, including pharmacist consultation or clinical escalation protocols
Experience building and managing QA programs including call monitoring, agent scoring, and coaching workflows
Knowledge of contact center performance management, omnichannel service delivery, workforce management, hub services, specialty pharmacy, patient support programs, and prescriber office communication workflows
Knowledge of contact center platforms such as Five9, Genesys, Amazon Connect, or similar, and healthcare CRM/case management tools
Customer satisfaction measurement program design, implementation, and management skills
Multi-program and multi-medication service environment management skills
Service performance reporting and delivery skills
Data-driven performance management using AHT, CSAT, FCR, service level, and abandonment rate
Ability to balance efficiency and quality through workflow, scripting, and system improvements
Ability to develop and improve First Call Resolution in complex environments
Ability to manage clinical and non-clinical inquiry triage and escalation
Ability to build, standardize, or improve contact center operations, workflows, systems, and training programs
Ability to collaborate across operations, clinical, pharmacy, and technology teams
Ability to work Monday through Friday, 8:00 A.M. to 5:00 P.M., with occasional night/weekend hours and cross-facility travel as needed
Must be able to work at a computer for the entire shift and attend virtual meetings

Benefits

Comp & perks

Fully remote/hybrid work arrangement
Flexible schedule with occasional night and weekend hours as needed
Cross-functional and senior leadership collaboration
Inclusive work environment and equal employment opportunity commitment