Patient Education Specialist Lead

Description

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 experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Position Summary

Reporting to the Patient Education Manager, the Patient Education Specialist Lead is responsible for overseeing comprehensive patient education by Patient Education Specialists. This role is accountable for driving exceptional patient and client experiences through effective patient care education, operational excellence, and continuous improvement. 

The Patient Education Specialist Lead partners cross-functionally to resolve complex patient issues, improve satisfaction metrics, and ensure exceptional patient experiences. This position plays a key role in supporting the Customer Success Team, ensuring alignment with organizational goals, operational excellence, and compliance standards.

Requirements

Key Responsibilities

• Supervise and mentor a strong Patient Education Specialist team to support patient and client success.
• Oversee nursing functions within the team of Patient Education Specialists.
• Ensure all team members follow standard operating procedures and comply with federal and state regulations.
• Create an environment that enables customers to feel welcome, important and appreciated.
• Monitor and provide feedback to team members regarding quality of patient interactions, work queue volume and management, and client-defined SLAs.
• Work from workflow queues to maintain appropriate volumes and turn-around-times.
• Document patient encounters in accordance with clinical, regulatory, and organizational requirements to ensure accurate communication and care coordination.
• Assess patient understanding, barriers, and readiness to learn, using clinical expertise to adjust teaching methods and ensure effective comprehension of health information.
• Provide one-on-one and group education sessions, explaining diagnoses, medications, procedures, and care instructions to improve patient outcomes and engagement.
• Partner cross-functionally to resolve complex patient issues, improve satisfaction metrics, and ensure exceptional patient experiences.
• Ensure all team members obtain and maintain required licensure, completing courses, continuing education (CE), and compliance training in accordance with state board requirements and company policy.
• Review and provide recommendations to update workflows, job aids, and other department resources. 
• Create and maintain evidence-based educational materials, including handouts, digital resources, and teaching tools that meet regulatory and organizational standards.

Qualifications

• Education: 
• Bachelor’s degree in nursing (Required)
• Training in Pediatric and Adult education principles; Certified Diabetes Care and Education Specialist; Prior Authorization experience; Obesity & Disease Management (Preferred)
• Licensure/Certification: Active, unrestricted RN license (Required)
• Experience: 
• 3-5 years of clinical nursing experience (Required)
• 3-5 years nursing leadership (Preferred)
• 5+ years of clinical nursing experience (Preferred)
• Knowledge, Skills, & Abilities:  
• Knowledge of nursing principles, practices, and standards of care; adult learning principles; common medical conditions, treatments, medications, and diagnostic procedures; regulatory and accreditation standards, and patient-centered communication (Required)
• Knowledge of pharmacy operations, chronic disease management, preventative care, and wellness education; and emerging treatment protocols (Preferred)
• Excellent written, verbal, and interpersonal communication skills (Required)
• Collaboration and teamwork skills (Required)
• Strong assessment, documentation, and EMR skills (Required)
• Curriculum development, advanced presentation, and group facilitation skills (Preferred)
• Data tracking and educational outcome evaluation skills (Preferred)
• Ability to design or update educational materials to tailor to individual patient needs (Required)
• Ability to analyze patient education trends (Preferred)

Work Environment

• Location: Hybrid, Remote 
• Schedule: Availability 8:00 A.M. to 8:00 P.M. Monday through Friday with night and weekend hours on occasion as determined by the needs of the business and cross-facility travel as needed
• Regular meetings with internal Patient Education, Customer Success, Pharmacy Operations, and senior leadership teams. This role may also have meetings with external vendor and consultant partner representatives

Key Essential Functions

• Must be able to remain in a stationary position for extended periods while writing or reviewing documentation
• Must be able to work on a computer for the entire shift
• Must be able to attend virtual meetings with cross-functional teams