Resolution Specialist Lead jobs in United States
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Gifthealth · 16 hours ago

Resolution Specialist Lead

positionColumbus,OH,US
timeFull-time
remoteHybrid
seniorityMid, Senior Level
date3+ years exp

Gifthealth is revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. The Resolution Specialist – Lead is responsible for guiding the day-to-day activities of the Resolution Specialists, managing complex patient concerns, and improving team performance to ensure exceptional patient experiences.

Health CarePharmaceuticalSoftware

Responsibilities

Provide daily guidance and mentorship to the Resolution Specialist Call Center Team
Support team development through hands-on coaching, training, and feedback
Monitor performance metrics (e.g., call handling time, resolution quality, and accuracy) and conduct regular reviews with staff
Support onboarding and ongoing training for new and existing team members
Act as the primary point of contact for high-priority or sensitive patient escalations
Coordinate with internal teams—including pharmacy operations, fulfillment, and customer service—to drive resolution
Develop and implement scalable protocols for efficient handling of escalations
Analyze escalation and resolution trends to identify workflow gaps and training opportunities
Collaborate cross-functionally to implement improvements that reduce recurrence of issues
Maintain up-to-date documentation on processes and workflows to promote consistency and transparency
Actively participate in strategic planning around team growth, support tools, and operational efficiency
Ensure all patient communications are compliant with HIPAA and other applicable regulations
Track and report escalation data and resolution outcomes for leadership and quality assurance review
Participate in audits and ensure readiness for compliance reviews

Qualification

Patient support experienceEscalation managementTeam leadershipZendesk proficiencyCRM tools proficiencyHealthcare operations knowledgeCommunication skillsOrganizational skills

Required

Bachelor's degree in Healthcare Administration, Business, or a related field (or equivalent work experience)
Minimum 3 years in a patient support or customer service role, with at least 1 year of supervisory or team lead experience
Proven ability to manage and resolve complex patient or customer issues
Strong interpersonal, communication, and organizational skills
Proficiency with Zendesk, CRM tools, Microsoft Office Suite; knowledge of pharmacy systems is a plus
Familiarity with healthcare or pharmacy operations and compliance is highly desirable

Company

Gifthealth

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GiftHealth is a healthcare tech startup that streamlines pharmacy experience with free delivery and competitive medication pricing.
dateFounded in 2020
location
Columbus, Ohio, USA
people-size501-1000 employees
web-link
https://www.gifthealth.com

Funding

Current Stage
Late Stage
Total Funding
$45.8M
Key Investors
Eir PartnersAllos Ventures
2023-04-04Private Equity· $40M
2021-03-16Seed· $5.8M
2020-06-04Pre Seed

Leadership Team

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John Romano
President and Co-Founder
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Derek Schneider
CTO
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Recent News

PR Newswire
Gifthealth Announces Jeremy Richardson as New Chief Commercial Officer
2026-01-14
Bizjournals.com Feed (2025-11-12 15:43:17)
Columbus-based health tech startup opens pharmacy in Arizona
2026-01-13
PR Newswire
Gifthealth Celebrates Grand Opening Of New Pharmacy In Mesa
2026-01-11
Company data provided by crunchbase