Bilingual Customer Success Patient Care Manager (French Canadian)

Gifthealth is revolutionizing healthcare by simplifying prescription and health service management. The Bilingual Customer Success Patient Care Manager will oversee the call center operations, ensuring exceptional service and support to patients while collaborating with various teams to enhance processes and improve patient experience.

Responsibilities:

• Delegate responsibilities and establish clear deadlines for a diverse team of leaders supporting patient care and client success
• Maintain strong, proactive relationships with key clients by addressing needs quickly, resolving issues effectively, and ensuring a consistently positive experience
• Coordinate coverage, scheduling, time off, after hours & on-call team schedule and responsibilities
• Analyze necessary data to ensure staffing metrics Create and maintain Saturday Schedule for Patient Care Department
• Maintain PTO calendar for Patient Care team ensuring a fair and equal schedule
• Analyze data and implement ways to reduce manual tasks for the Patient Care Team
• Work closely with our Pharmacy Management System, BestRx, to create more efficient workflows and create new tickets to improve processes
• Collaborate cross-functionally with Gifthealth teams (account management, engineering, product, and sales) to provide recommendations on process improvements to enhance patient experience and reduce manual tasks for the Patient Care Team
• Communicate all updates and new features to the necessary teams
• Lead team meetings for the Patient Care Team
• Ensure end of day checklists and monthly audits are completed by Patient Care leadership team members
• Ensure Zendesk wait time and calls in queue remain under suggested time and number
• Facilitate 1:1’s with all direct reports
• When necessary, successfully triage issues to other teams; engineering, account management, RPH, etc
• Facilitate new employee onboarding and support ongoing training and development for PCR’s and PCR Supervisors
• Assist with recruiting - Help to grow and develop the Patient Care Team while creating a high performance culture built around achievement, productivity, retention, and employee growth
• Create a motivating and positive team environment with an open communication culture
• Recognize high performance and work with HR to reward accomplishments
• Ensure the entire team maintains confidentiality of PHI and abides by HIPAA and Software Security policies and trainings

Requirements:

• Consistently demonstrate strong interpersonal and communication skills to facilitate collaboration
• Excellent written and verbal communication skills along with active listening - the ability to manage multiple tasks with exceptional organizational skills and attention to detail
• Ability to work well under pressure and to handle criticism well, turning a negative customer experience into a positive outcome
• Ability to remain patient and calm during stressful situations
• Experience in a fast-paced environment and use of technology to solve problems quickly
• Experience working with ticketing systems and scheduling softwares (Zendesk, Slack, Paylocity, etc.)
• Passion for going above and beyond, taking initiative, and thriving in a fast-paced, change-heavy environment
• In-depth knowledge of performance metrics
• Decision-making skills
• A strong sense of patience and a friendly disposition while communicating with a variety of personality types
• A skilled multi-tasker who can set priorities and manage time effectively
• Excellent problem-solving skills with a keen eye towards improving processes
• CPhT is preferred, but we can also facilitate getting this certification within 120 days