Gifthealth
Resolution Specialist
Lead
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 best in class, 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 Overview
The Resolution Specialist
Lead at Gifthealth is a key member of the Patient Support team, responsible for guiding the day-to-day activities of the Resolution Specialists. This role supports a high-functioning, service-focused team that manages complex patient concerns and escalations. The Lead plays a critical role in improving team performance, optimizing workflows, and ensuring exceptional patient experiences. Key Responsibilities
Provide daily guidance and mentorship to the Resolution Specialist Call Center Team. Support team development through hands-on coaching, training, and feedback. Monitor performance metrics (e.g., call handling time, resolution quality, and accuracy) and conduct regular reviews with staff. Support onboarding and ongoing training for new and existing team members. Act as the primary point of contact for high-priority or sensitive patient escalations. Coordinate with internal teamsincluding pharmacy operations, fulfillment, and customer serviceto drive resolution. Develop and implement scalable protocols for efficient handling of escalations. Analyze escalation and resolution trends to identify workflow gaps and training opportunities. Collaborate cross-functionally to implement improvements that reduce recurrence of issues. Maintain up-to-date documentation on processes and workflows to promote consistency and transparency. Actively participate in strategic planning around team growth, support tools, and operational efficiency. Ensure all patient communications are compliant with HIPAA and other applicable regulations. Track and report escalation data and resolution outcomes for leadership and quality assurance review. Participate in audits and ensure readiness for compliance reviews. Qualifications
Bachelor's degree in Healthcare Administration, Business, or a related field (or equivalent work experience). Minimum 3 years in a patient support or customer service role, with at least 1 year of supervisory or team lead experience. Proven ability to manage and resolve complex patient or customer issues. Strong interpersonal, communication, and organizational skills. Proficiency with Zendesk, CRM tools, Microsoft Office Suite; knowledge of pharmacy systems is a plus. Familiarity with healthcare or pharmacy operations and compliance is highly desirable. Work Environment
Hybrid work model: remote and on-site work required (Columbus, OH). Collaborative, fast-paced environment with a strong focus on innovation and service excellence. Opportunities for career growth and professional development. Success Metrics
Reduction in escalation resolution time. Improvement in patient satisfaction and CSAT scores. Decrease in repeat escalations. Demonstrated team growth, engagement, and performance improvement. This is a unique opportunity to impact the lives of thousands of patients while shaping the future of patient care in a fast-paced, tech-enabled pharmacy services organization. You'll be empowered to lead at scale, innovate with purpose, and build an enduring culture of excellence. Competitive salary and a comprehensive benefits package, including medical, dental, and vision insurance. 401(k) with company match that is immediately vested. Generous paid time off and flexible work environment. Ongoing professional development and career growth opportunities. Gifthealth is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Join us in transforming healthcare and making a difference in people's lives. Apply today!
Lead
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 best in class, 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 Overview
The Resolution Specialist
Lead at Gifthealth is a key member of the Patient Support team, responsible for guiding the day-to-day activities of the Resolution Specialists. This role supports a high-functioning, service-focused team that manages complex patient concerns and escalations. The Lead plays a critical role in improving team performance, optimizing workflows, and ensuring exceptional patient experiences. Key Responsibilities
Provide daily guidance and mentorship to the Resolution Specialist Call Center Team. Support team development through hands-on coaching, training, and feedback. Monitor performance metrics (e.g., call handling time, resolution quality, and accuracy) and conduct regular reviews with staff. Support onboarding and ongoing training for new and existing team members. Act as the primary point of contact for high-priority or sensitive patient escalations. Coordinate with internal teamsincluding pharmacy operations, fulfillment, and customer serviceto drive resolution. Develop and implement scalable protocols for efficient handling of escalations. Analyze escalation and resolution trends to identify workflow gaps and training opportunities. Collaborate cross-functionally to implement improvements that reduce recurrence of issues. Maintain up-to-date documentation on processes and workflows to promote consistency and transparency. Actively participate in strategic planning around team growth, support tools, and operational efficiency. Ensure all patient communications are compliant with HIPAA and other applicable regulations. Track and report escalation data and resolution outcomes for leadership and quality assurance review. Participate in audits and ensure readiness for compliance reviews. Qualifications
Bachelor's degree in Healthcare Administration, Business, or a related field (or equivalent work experience). Minimum 3 years in a patient support or customer service role, with at least 1 year of supervisory or team lead experience. Proven ability to manage and resolve complex patient or customer issues. Strong interpersonal, communication, and organizational skills. Proficiency with Zendesk, CRM tools, Microsoft Office Suite; knowledge of pharmacy systems is a plus. Familiarity with healthcare or pharmacy operations and compliance is highly desirable. Work Environment
Hybrid work model: remote and on-site work required (Columbus, OH). Collaborative, fast-paced environment with a strong focus on innovation and service excellence. Opportunities for career growth and professional development. Success Metrics
Reduction in escalation resolution time. Improvement in patient satisfaction and CSAT scores. Decrease in repeat escalations. Demonstrated team growth, engagement, and performance improvement. This is a unique opportunity to impact the lives of thousands of patients while shaping the future of patient care in a fast-paced, tech-enabled pharmacy services organization. You'll be empowered to lead at scale, innovate with purpose, and build an enduring culture of excellence. Competitive salary and a comprehensive benefits package, including medical, dental, and vision insurance. 401(k) with company match that is immediately vested. Generous paid time off and flexible work environment. Ongoing professional development and career growth opportunities. Gifthealth is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Join us in transforming healthcare and making a difference in people's lives. Apply today!