Escalation Program Specialist
Description:
Job Description
Salary: $22-$28/hr
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.
Full-time