Business Analyst – Pharmacy & Patient Experience Insights

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 The Business Analyst, Pharmacy & Patient Experience is a strategic partner across Account Management and Operations, responsible for understanding how patients move through our workflows—from prescription intake to fulfillment to ongoing support—and identifying meaningful opportunities to improve outcomes. You will drive the analytics behind Patient Experience performance, operational efficiency, pharmacy throughput, and quality of service.

This role is ideal for someone who loves uncovering insights, telling compelling data stories, and building models that help shape how thousands of patients receive care.

Key Responsibilities Patient Experience & Pharmacy Insight Generation

• Analyze the full patient journey across pharmacy operations: 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 (e.g., turnaround time, resolution cycles, experience quality metrics, task volume, and throughput).
• Use SQL and Python to develop repeatable analytics, operational models, and automated insights.

Storytelling & Decision Support

• Translate complex data into clear, actionable narratives for leaders across Account Management, Pharmacy, Clinical, and Product.
• Build business cases and insight decks that highlight root causes, strategic opportunities, and measurable impact on patient outcomes.
• Work cross-functionally to define metrics and develop strategies that elevate the patient experience.

Predictive Modeling & Operational Forecasting

• Forecast patient demand, workflow volume, staffing needs, and operational load using statistical modeling.
• Support scenario planning around new pharmacy workflow changes, patient communication strategies, and experience-improvement initiatives.
• Measure impact of operational experiments or product features, enabling data-driven decisions around scale and investment.

Process & Systems Optimization

• Partner with operations, engineering, and product teams to identify data gaps, improve metric reliability, and refine upstream workflows.
• Improve data quality across Looker, SQL models, and experience-related datasets.
• Champion experimentation, continuous improvement, and high-quality analytics practices.

Qualifications

• 3–6+ years of experience as a Business Analyst, Data Analyst, or Operations Analyst, ideally in healthcare, pharmacy, or patient-facing environments.
• Strong expertise in SQL, Python, and Looker (or similar BI tools).
• Demonstrated ability to identify trends, evaluate root causes, and derive insights that influence business outcomes.
• Outstanding communication and storytelling skills—able to convey complex patterns in a way that resonates with both operational and executive audiences.
• Experience analyzing patient journeys, experience metrics, operational workflows, or other service-quality domains.
• Comfort operating in fast-paced, high-growth environments where ambiguity is expected and ownership is essential.
• Preferred Skills:
• Experience with pharmacy operations, PBM, healthcare delivery, or patient support processes.
• Exposure to predictive modeling techniques, queueing theory, or operational research.
• Track record of influencing process improvement or experience-improvement initiatives.

Work Environment

• Location: Remote
• Schedule: Full-time
• May require additional availability or flexibility for escalations.
• Regular meetings with your team, department, or leadership to ensure alignment.

Key Essential Functions

• Must be able to sit and/or work at a computer for extended periods of time.
• Must be able to use standard office equipment, including a computer, keyboard, mouse, and telephone.
• Must be able to perform repetitive motions throughout the workday, including typing, reading, and reviewing documentation.
• Must be able to communicate effectively with internal and external stakeholders in person, via video conference, and in writing.
• Must be able to work during standard business hours.

Employment Classification Status: Full-time

FLSA: Exempt

Equal Employment Opportunity (EEO) Statement Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.

We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

Disclaimer This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.