Patient Care Lead

Job Description

Job Description

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.

We are seeking a passionate and talented Patient Care Lead to join our growing team. In this role, you will oversee the daily operations of the patient support team, ensuring efficient workflow, compliance with regulations, and exceptional patient care. You will supervise the patient care representatives and support the team in managing patient interactions and queries. You will also act as a pod lead in the daily workflow to ensure smooth operations. If you are driven by a desire to improve healthcare and thrive in a fast-paced, innovative environment, we'd love to hear from you!

Team Leadership:

• Supervise and mentor the patient care team, including training, scheduling, and performance evaluations.
• Ensure that all team members adhere to company policies and procedures.
• Foster a positive and collaborative work environment, promoting professional development and continuous learning among staff.

Operational Efficiency:

• Oversee daily patient care operations to ensure timely and accurate responses to patient queries via phone, email, or chat.
• Assist in the workflow throughout the day to ensure efficiency.
• Coordinate with pharmacists and other healthcare professionals to optimize workflow and patient care.
• Actively participate in day-to-day tasks to support the team in managing high patient interaction volumes.

Compliance and Safety:

• Ensure compliance with all federal, state, and local regulations as well as accrediting body standards.
• Maintain thorough documentation and reporting as required by regulatory agencies.
• Conduct regular audits and inspections to ensure compliance with policies and procedures.

Patient Interaction and Support:

• Address patient inquiries and concerns in a professional and empathetic manner.
• Provide patient education on medication use and potential side effects.
• Assist in patient case reviews and contribute to multidisciplinary care plans.

Quality Improvement:

• Identify opportunities for process improvements and implement strategies to enhance patient care services.
• Participate in quality improvement initiatives and projects.
• Monitor and evaluate patient outcomes to ensure the highest standards of care.

Education:

• High school diploma or equivalent; completion of a relevant training program preferred.
• Certified Pharmacy Technician license through the Ohio Board of Pharmacy required.

Experience:

• Minimum of 3 years of experience in a patient support or customer service role.
• Previous leadership or supervisory experience in a healthcare setting is highly desirable.

Skills:

• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with a multidisciplinary team.
• Proficiency in using customer service information systems and technology.

• Location : Hybrid
• Schedule : Full-time
• May require additional availability flexibility for escalations.
• Regular meetings with teams, departments, or leadership to ensure alignment.

• Must be able to remain seated at a workstation for extended periods of time.
• Must be able to use a computer, keyboard, and mouse for the majority of the workday.
• Must be able to perform repetitive motions such as typing, clicking, and data entry.
• Must be able to communicate clearly by phone, video, and email.
• Must be able to manage multiple systems and screens simultaneously.
• Must be able to maintain focus and attention to detail in a fast-paced environment.
• Must be able to work scheduled shifts reliably, including any assigned breaks.
• Must be able to work onsite or remotely as required by business needs.
• Must be able to handle occasional high-stress or high-volume periods.

Status: Full-time
FLSA: Non-Exempt

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. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

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.