Apple Is Hiring A Bilingual Customer Success Patient Care Manager

Join Gifthealth Inc. as a Bilingual Customer Success Patient Care Manager (French Canadian) and be a key player in transforming healthcare experiences with a fully remote, innovative team! 🌟

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 journey for all our customers. We're a dynamic, innovative, and customer-centric company committed to making a positive impact on lives everywhere. 💙

Position Summary

Our call center is the core of Gifthealth’s operations, placing patients at the center. As a Patient Care Manager, you'll oversee the patient care team, ensuring exceptional service to patients, providers, and pharmacies. Leading patient care supervisors, you'll coordinate daily operations, improve processes, and uphold the highest standards of customer experience. This role offers an in-depth understanding of the Voice of the Customer, emphasizing quality and responsiveness. 💼

Key Responsibilities

• Leadership & Team Management: Delegate tasks, set deadlines, and oversee a diverse team of leaders supporting patient care and client success.
• Relationship Building: Maintain proactive, strong relationships with key clients by addressing needs, resolving issues swiftly, and ensuring positive interactions.
• Scheduling & Operations: Manage coverage, scheduling, time off, after-hours, and on-call responsibilities.
• Data Analysis: Analyze staffing metrics and implement improvements to optimize efficiency.
• Scheduling & PTO Management: Create Saturday schedules and maintain fair PTO calendars for the Patient Care team.
• Process Improvement: Reduce manual tasks by analyzing workflows, especially in collaboration with our pharmacy system, BestRx.
• Cross-Functional Collaboration: Work with teams across Gifthealth (account management, engineering, product, sales) to recommend process enhancements.
• Communication & Meetings: Share updates, lead team meetings, and ensure checklists and audits are completed timely.
• Performance Monitoring: Keep Zendesk wait times and call queues within targets, and facilitate 1:1s with direct reports.
• Issue Triage & Support: Escalate issues appropriately to engineering, account management, or pharmacy teams when necessary.
• Training & Development: Support onboarding, ongoing training, and development for team members.
• Recruitment & Culture: Contribute to recruiting efforts, foster a positive, high-performance team environment, and recognize achievements.
• Compliance & Confidentiality: Ensure team adherence to HIPAA, PHI confidentiality, and security policies. 🔒

Qualifications

• Interpersonal Skills: Strong communication and collaboration abilities to facilitate effective teamwork.
• Communication Excellence: Excellent written and verbal skills, active listening, and organizational prowess.
• Stress Management: Patience and calmness during stressful situations, with a positive attitude.
• Fast-Paced Problem Solving: Experience in dynamic environments with quick tech-enabled solutions.
• Technical Proficiency: Familiarity with ticketing systems (Zendesk), scheduling tools, and workplace communication platforms (Slack, Paylocity).
• Initiative & Drive: Passion for exceeding expectations, embracing change, and taking proactive steps to improve processes.
• Knowledge of Healthcare Protocols: In-depth understanding of healthcare security, HIPAA, and related policies.

Join Our Team! 🚀

If you're ready to make a difference in healthcare and thrive in a collaborative, fast-paced environment, we want to hear from you! Apply now and become part of Gifthealth's innovative journey in delivering exceptional patient care.