Position Summary

We are seeking a Manager of Patient Care Implementation to lead day-to-day execution of client onboarding for an assigned portfolio of clients, partnering closely with the Director of Implementation & Client Onboarding to ensure every new client transitions onto the platform with speed, precision, and an excellent experience. This role sits within Gifthealth's Operations function, executing implementation plans, coordinating cross-functional work-streams, and serving as the primary day-to-day operational contact for clients throughout onboarding.

Key Responsibilities
• Client Implementation Execution: Own and execute onboarding and implementation activities for an assigned portfolio of clients, managing the process from contract execution through go-live and into hyper-care, and escalating complex or high-risk implementations to the Director as needed.
• Project Management & Coordination: Build and maintain implementation project plans, milestones, and timelines for assigned clients; coordinate day-to-day workstreams with internal teams (operations, pharmacy, technology, compliance) to keep implementations on time and on scope.
• Client Relationship Management: Serve as the primary day-to-day point of contact for client stakeholders during onboarding, maintaining clear communication and building the trust that supports a smooth transition into steady-state support.
• Process Improvement Support: Identify recurring friction points or inefficiencies in the onboarding process and bring recommendations to the Director; help pilot and document process changes.
• Team Leadership: Provide day-to-day direction and coaching to Implementation Coordinators/Specialists supporting assigned clients; help onboard and train new team members on implementation processes.
• Reporting & Performance Tracking: Track and report on implementation metrics for assigned clients (on-time launch rates, client satisfaction, cycle times); flag risks and trends to the Director.
• Compliance & Documentation: Ensure onboarding activities for assigned clients adhere to applicable regulatory, contractual, and operational standards; maintain accurate and complete implementation documentation.

Qualifications

Education: Bachelor's degree preferred; degree in Healthcare Administration, Business, Operations, or a related field preferred.

Licensure/Certification: Pharmacy Technician certification preferred.

Experience: 2+ years of experience in client implementation, onboarding, or project management, with demonstrated ownership of implementation tasks or workstreams; experience in the healthcare industry,

including specialty pharmacy, pharmacy benefit management, or pharma services, preferred.

Skills
• Strong project management skills with the ability to manage multiple client implementations concurrently without losing quality or urgency.
• Strong client communication skills with day-to-day operational stakeholders.
• Ability to coordinate and motivate cross-functional contributors on a project basis.
• Working understanding of healthcare operations, specialty pharmacy workflows, and client onboarding processes in regulated environments.
• Strong organizational and data-tracking skills, with comfort compiling and reporting on implementation metrics. Experience in a call-center, hub services, or patient support services environment (preferred).

Desired Attributes
• A natural relationship builder who earns client trust quickly and keeps them confident throughout the onboarding process.
• A self-starter who spots gaps and raises or fixes them without waiting to be asked.
• Organized, detail-oriented, and calm under pressure.
• Passionate about healthcare access and the impact Gifthealth has on patients' prescription journeys.
• Eager to grow into broader implementation leadership as the function scales.

Work Environment
• Location: Remote / Hybrid (as applicable).
• Schedule: Full-time; standard business hours.
• May require availability during client go-live events or escalations outside standard business hours.
• Regular meetings with Operations, Client Services, Pharmacy, Technology, and Leadership to ensure alignment.

Key Essential Functions
• Must be able to perform sustained computer and video-conferencing work for extended periods.
• Must be able to communicate effectively in writing and verbally across remote and in-person formats.
• Must be able to manage shifting priorities and high-volume workloads with consistent attention to detail.
• Must be able to work standard business hours with flexibility for client needs as required.

Employment Classification

Status: [X] Full-time [ ] Part-time [ ] Temporary

FLSA: [X] Exempt [ ] Non-Exempt

Salary Description

$85,000-$105,000