Escalation Program Specialist

Position Overview:
As the Patient Care Escalations Lead at Gifthealth, you will oversee the resolution of complex
patient issue

Position Overview:
 As the Escalation Program 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.​

Shifts: 10am-6pm, 11am-7pm, 12pm-8pm, 1pm-9pm - Saturday: 8:00 am to 4:00 pm (rotating with team)

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.

s, 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.