Resolution Specialist

Position Overview:As the Resolution Specialist at Gifthealth, you will oversee the resolution of complex patient issues, ensuring timely and effective responses. This role requires close collaboration with cross-functional teams to enhance the patient experience and drive continuous improvement in our support processes.

Key Responsibilities:

• Escalation Management:
  • Serve as the primary point of contact for high-priority patient concerns.
  • Coordinate with internal teams to resolve issues promptly.
  • Develop and implement protocols for handling escalations efficiently.
• Team Leadership:
  • Mentor and support Patient Care Representatives in managing challenging cases.
  • Provide training on best practices for issue resolution and customer service.
  • Monitor team performance and provide feedback for continuous improvement.
    
• Process Improvement:
  • Analyze escalation trends to identify areas for operational enhancements.
  • Collaborate with stakeholders to implement solutions that reduce recurrence of issues.
  • Maintain documentation of processes and updates for transparency and training purposes.
• Compliance and Reporting:
  • Ensure all patient interactions comply with HIPAA and other regulatory standards.
  • Generate reports on escalation metrics and outcomes for leadership review.
  • Participate in audits and quality assurance activities as needed

Qualifications:

• Bachelor's degree in Healthcare Administration, Business, or related field.
• Minimum of 3 years in a patient support or customer service role, with at least 1 year in a supervisory capacity.
• Strong problem-solving skills and the ability to handle high-stress situations calmly.
• Excellent communication and interpersonal skills.
• Proficiency in customer service software (e.g., Zendesk) and Microsoft Office Suite.
• Knowledge of pharmacy operations and healthcare regulations is a plus.

Work Environment:

• Hybrid work model with flexibility for remote and on-site presence in Columbus, OH.
• Fast-paced, collaborative team setting.
• Opportunities for professional development and career advancement.

Success Metrics:

• Reduction in escalation resolution time.
• Improvement in patient satisfaction scores.
• Decrease in repeat escalation cases.
• Enhanced team performance and morale.

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