Sr. Lead, Patient Experience Implementation

About Us

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.

Position Summary

We are seeking a Sr. Lead, Patient Experience Implementation to serve as the readiness owner for new client launches on the Patient Experience side of the business. This position plays a key role in supporting the Patient Experience Implementation team, making sure everything is set up, teams are trained, and everyone is aligned before a new client goes live. The Sr. Lead partners across Patient Experience, Reimbursement, PCR, and clinical teams, and works closely with dispensing, contact center technology, client success, and project management, and will report to the Director of Implementation, Patient Experience, ensuring alignment with organizational goals, operational excellence, and compliance standards.

Key Responsibilities

Launch Readiness

• Own Patient Experience readiness for new client onboarding, from kickoff through go-live.
• Confirm program setup is complete and accurate across Patient Experience, Reimbursement, PCR, and clinical workflows.
• Track launch tasks, dependencies, and risks, and escalate gaps to the Director of Implementation early.

Training and Team Alignment

• Partner with the Sr. Training and New Hire Specialist to make sure teams are trained before launch.
• Support creation and review of launch materials, job aids, and process documentation.
• Keep Patient Experience, Reimbursement, PCR, and clinical teams aligned on program requirements and timelines.

Cross-Functional Coordination

• Serve as a point of contact between the Patient Experience teams and dispensing, contact center technology, client success, and project managers.
• Coordinate closely with the Manager of Patient Experience Implementation and the broader implementation team.
• Communicate launch status, changes, and open items clearly to all stakeholders.

Optimization and Transitions (as capacity allows)

• Identify and lead improvements to existing Patient Experience programs.
• Assist with legacy program transitions.

Qualifications

Education: Bachelor’s degree in healthcare administration, business, or a related field, or equivalent experience.

Licensure/Certification: Not required.

Experience: 5+ years of experience in patient experience operations, healthcare implementation, or specialty pharmacy, including experience coordinating launches or projects across multiple teams. 

Skills:

• Strong working knowledge of Patient Experience operations.
• Familiarity with reimbursement, PCR, or clinical team workflows.
• Strong organization, follow-through, and project coordination skills.
• Clear communicator who is comfortable working across teams and supporting training.
• Comfortable with HIPAA and privacy requirements and handling PHI appropriately.

Desired Attributes

• Takes ownership of outcomes and follows through from kickoff to go-live.
• Anticipates risks and raises them early.
• Builds strong working relationships across teams and keeps stakeholders informed.
• Brings a continuous improvement mindset to existing programs.

Work Environment

Location: Remote, potential travel

Schedule: Full-time; 9-5

May require flexibility for escalations, particularly around program go-live dates.

Regular meetings with Patient Experience, Reimbursement, PCR, clinical, dispensing, contact center technology, client success, and project management teams to ensure alignment.

Key Essential Functions

• Must be able to remain in a stationary position for extended periods while writing or reviewing documentation.
• Must be able to work on a computer for the entire shift.
• Must be able to attend virtual meetings with cross-functional teams.

Employment Classification

Status:  Full-time  

FLSA: 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.