Escalation Resolution Specialist Jobs (NOW HIRING)

Description

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.

Shift Options: 12:00 PM-8:00 PM or 1:00 PM-9:00 PM
Note: Bilingual candidates will be given priority.

Work location:  4343 Equity Drive, Columbus, OH 

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.

• 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

• Bachelor's degree in Healthcare Administration, Business, or related field preferred.
• Minimum of 3 years in a patient support or customer service role
• 1 year in a supervisory capacity (preferred)
• 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.

Success Metrics:

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

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

• Must be able to remain seated and work at a computer for extended periods (up to 8 hours).
• Must be able to type and perform repetitive hand/wrist motions throughout the shift.
• Must be able to use a headset for phone-based communication for the majority of the workday.
• Must be able to navigate multiple computer systems and applications simultaneously.
• Must maintain focus and attention to detail while managing a high volume of calls or tasks.
• Must be able to communicate clearly and professionally via phone, chat, and email.
• Must be able to work onsite/remote (customize) for all scheduled shifts, including potential weekends or evenings depending on business needs.
• Must be able to handle occasional escalated or emotionally charged interactions with composure.
• Must be able to meet productivity and quality standards consistently.
• Pharmacy Technician Trainee license will be required prior to starting with Gifthealth.  Gifthealth will assist in this process.  

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.