Gifthealth

Customer Success Manager

• Serve as the senior Gifthealth relationship owner for key client programs.
• Build trust with client executives, understand their strategic goals, and ensure Gifthealth is positioned as an indispensable partner.
• Own escalations, renewals, and expansion conversations at the relationship level.
• Lead and develop a team of Directors of Client Success who own QBR execution, program reporting, and day-to-day client engagement.
• Maintain a clear view of program health across all client accounts.
• Partner with the patient experience team to identify risks early, resolve issues proactively, and ensure program performance meets or exceeds client expectations.
• Serve as the primary bridge between client-facing work and the patient experience operations team.
• Ensure quarterly business reviews are executed at a high standard across all client programs.
• Partner with commercial leadership on renewal strategy and expansion opportunities.

VP of Client Success

AI Engineer

• Designing and building agentic AI systems including LLM orchestration, RAG pipelines, and multi-agent frameworks
• Leading, mentoring, and growing AI Engineers
• Conducting one-on-one meetings, performance reviews, and identifying career development opportunities
• Establishing engineering practices, coding standards, and technical processes for AI systems

Lead AI Engineer

Product Manager

• Leads, mentors, and manages a team of product managers while setting the standard for product craft and decision-making
• Owns and drives product and platform strategy for Digital Pharmacy Systems (DPS) and Gastro (GAS) offerings
• Translates company and product strategy into roadmap priorities and measurable product outcomes
• Prioritizes initiatives and makes clear trade-off decisions aligned with business goals and technical capacity
• Partners cross-functionally with engineering, design, operations, and business stakeholders to deliver scalable solutions
• Removes blockers and ensures rapid execution while maintaining product quality and reliability
• Promotes AI-native product development practices in discovery, tooling, and delivery

Director of Product

Project Manager

• Manage the full project lifecycle from planning to execution and delivery
• Collaborate with account management, engineering, product, clinical, operations and data teams
• Serve as the main point of contact for external stakeholders
• Track project milestones, proactively identify and mitigate risks or delays
• Maintain clear and consistent documentation, updates, and reporting
• Champion best practices in project management
• Facilitate project kick-off and regular status meetings

Project Manager – Client Pharma Programs

Administration

• Build, maintain, and update CallMiner scorecards based on business needs, quality standards, and operational goals.
• Partner with leadership, QA, training, and operations teams to understand reporting needs and build meaningful dashboards and reports.
• Create and manage CallMiner searches, categories, alerts, and reporting structures.
• Monitor scorecard performance and recommend adjustments to improve accuracy and usability.
• Pull and analyze call data to identify trends, risks, coaching opportunities, and process gaps.
• Support ongoing call quality initiatives by ensuring reporting and scorecards align with current business expectations.
• Assist with testing and validating new scorecards, reports, and system updates.
• Provide support and guidance to internal users on CallMiner functionality, reporting, and best practices.
• Maintain documentation related to scorecard logic, reporting processes, platform updates, and user guidance.
• Work cross-functionally to ensure CallMiner insights are being used to improve customer experience, compliance, and team performance.

CallMiner Administrator

Sales

• Build, Train, and Lead the Field Sales Team (25%)
• Define Field Strategy (15%)
• Forecast and Deliver on Growth Targets (15%)
• Define and Manage to KPIs (15%)
• Own Full Sales Pipeline from Targeting to Close (15%)
• Cross-Functional Partnership (15%)

VP, Key Account Sales

• Own primary pharma manufacturer client relationships, serving as the main point of contact for strategic alignment, communication, and long-term trust-building across all assigned programs
• Lead escalation management by triaging, owning, and resolving client issues; engage Product, Engineering, or Operations as needed and participate directly on client calls rather than relaying status
• Surface client needs to the Product Manager and attend client scoping sessions to ensure the prioritization process reflects client context; contribute to solution design in partnership with Product
• Align with clients on scope, strategic priorities, and program performance; set and manage client expectations across all active programs to ensure consistent delivery against commitments
• Lead and develop direct reports, including a Client Success Manager focused on account health and program monitoring and an Operations Manager focused on day-to-day program operations; team size scales with program volume
• Collaborate closely with the Project Manager on delivery coordination and cost transparency; partner with Engineering, Pharmacy Dispensing Operations, Patient Experience, and Data teams to ensure seamless program execution

Director of Client Success

Analyst

• Perform end-to-end reconciliation of third party pharmacy claims across Medicare Part B and D, Medicaid, commercial insurers, and PBMs
• Analyze claim denials and rejections by payer, denial code, and drug category
• Monitor actual reimbursement against expected contract rates for each payer
• Manage outstanding AR aging by payer, prioritizing high-dollar claims
• Serve as a point of contact for payer portals, provider relations representatives, and clearinghouse inquiries
• Ensure all reconciliation activities adhere to CMS guidelines, HIPAA requirements, and internal audit protocols
• Work closely with pharmacy operations, finance, and technology teams to surface workflow inefficiencies

Reimbursement and Contract Analyst

Sales Operations Manager

• Supports the sales team with pipeline management, lead qualification, and CRM data maintenance
• Generates and analyzes sales reports to monitor KPIs, identify trends, and provide actionable insights
• Assists in developing sales forecasts and contributes to the preparation of annual sales budgets
• Provides support for deal enablement and commercial execution

Sales Operations Specialist

Learning and Development

• Lead the design and development of learning programs
• Translate business processes, SOPs, and regulatory requirements into effective learning experiences across multiple formats
• Analyze current training programs for effectiveness and identify areas for improvement
• Develop assessments and evaluations to measure training effectiveness
• Revise materials to reflect policy, regulatory, and workflow changes
• Manage project timelines, resources, and stakeholder expectations to ensure timely and successful delivery of learning initiatives
• Create instructor and participant guides, training resources, and visual aids

Instructional Designer

Business Analyst

• Analyze the full patient journey across queues: prescription intake, processing workflows, communication touchpoints, and fulfillment outcomes.
• Identify friction points, trends, and opportunities that impact patient satisfaction, speed to therapy, and medication adherence.
• Build dashboards and reporting in Looker that illuminate patient-level and operational KPIs.
• Translate complex data into clear, actionable narratives for leaders across multiple departments.
• Forecast patient demand, workflow volume, staffing needs, and operational load using statistical modeling.
• Partner with operations, engineering, and product teams to identify data gaps and improve reporting.

Business Analyst – Pharmacy, Patient Experience Insights

Pharmacist

• Answer inbound calls from patients, providers, and pharmacy partners with professionalism and empathy.
• Handle high-volume call center operations while maintaining service quality and accuracy.
• Take verbal prescriptions from providers and ensure proper documentation in accordance with state regulations.
• Transfer calls related to clinical questions or counseling needs to remote pharmacists.
• Accurately process prescriptions and input patient data into the pharmacy system.
• Make outbound calls to prescribers for clarifications, refill requests, and medication verifications.
• Troubleshoot patient issues related to orders, insurance, or delivery, escalating when needed.
• Maintain accurate and confidential patient records, including address, allergies, and prescription history.
• Respond to emails and chat inquiries as needed, ensuring a prompt and thorough resolution.
• Collaborate closely with internal pharmacy operations, the pharmacist team, and external fulfillment partners.
• Adhere to all pharmacy laws, regulations, and compliance requirements.
• Contribute to continuous improvement by identifying call trends and suggesting workflow optimizations.
• Attend training sessions to stay current on pharmacy practices and customer service techniques.

Certified Pharmacy Technician, PCR III

Call Center Representative

• Reporting to the Senior Manager of Quality & Compliance, responsible for the governance, design, and oversight of compliance programs supporting contact center operations for dispensing pharmacy and non-commercial pharmacy hub services.
• Ensure all patient-facing communication channels (calls, chat, email, digital) operate within regulatory requirements.
• Establish compliance frameworks, define escalation protocols, and ensure proper separation between non-clinical staff and licensed pharmacy personnel.
• Partner closely with Clinical Leadership, QA, Drug Safety (AEPC), and Operations to ensure compliant patient interactions.
• Oversee the structure, controls, and performance of compliance monitoring programs for direct call monitoring.

Call Center Compliance Manager – Regulatory Affairs

Account Executive

• Responsible for growing presence with gastroenterology groups and health systems
• Focuses on expanding adoption of bowel prep and patient engagement solutions
• Own the full sales cycle from prospecting through onboarding
• Build relationships with key decision makers and internal teams
• Track sales performance metrics, pipeline, and forecasting in CRM tools

Senior Account Executive

Data Scientist

• Reporting to the Vice President of Product
• Leads qualitative UX research (discovery interviews, concept testing, usability studies, synthesis)
• Translates qualitative insights into hypotheses and partners with Product Data Analysts / Scientists and Business Analysts to validate findings with quantitative data
• Leverages AI tools to accelerate research synthesis, insight generation, and UX writing workflows
• Develops and maintains UX writing standards, voice and tone guidelines, and content patterns
• Partners with Product Managers and Designers to influence product strategy and roadmap decisions
• Mentors team members on research, content, and responsible AI usage best practices