User Researcher, Patient Communications

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Take ownership of research initiatives related to patient-facing experiences, encompassing enrollment, checkout, the patient portal, insurance and benefits experiences, patient communications, and the launch of new programs.

• Collaborate with Product and Design teams to pinpoint vital questions and assumptions prior to development.

• Plan and execute comprehensive research from initial discovery and concept phases through usability and comprehension testing, readiness for launch, and learning post-launch.

• Employ both moderated and unmoderated research methods based on the specific research inquiry.

• Transform product-related questions into appropriately scaled research strategies that provide valuable evidence within specified decision-making timelines.

• Recruit and engage patient participants, including those from specialty and hard-to-reach demographics, while upholding healthcare privacy and consent regulations.

• Develop an ongoing comprehension of patient needs, behaviors, expectations, and challenges.

• Link patient-reported behaviors with behavioral, operational, and quantitative data.

• Consolidate research findings into clear implications and actionable recommendations.

• Establish contextual understanding within product areas and proactively highlight essential questions.

• Maintain close collaboration with Product and Design throughout the product lifecycle.

• Report to the Sr. UX Researcher and contribute to organizational objectives, operational excellence, and compliance standards.

⛳️ Requirements

• A Bachelor's degree is preferred.

• Generally, 2 to 5 years of experience in conducting user research on digital products or services.

• Candidates possessing 5+ years of experience and a proven ability to lead ambiguous research independently may be considered for a Senior level position.

• Quick learning capability in the healthcare domain.

• High level of agency and ownership over the process to find solutions.

• Comfort with ambiguity, urgency, and incomplete information.

• Proactive and discerning use of AI technologies.

• Precision in determining what evidence supports or contradicts findings.

• Strong expertise in evaluative research skills, including usability testing, comprehension studies, mental model evaluations, concept assessments, and unmoderated remote research.

• Excellent interviewing, facilitation, synthesis, and communication abilities.

• Experience collaborating closely with Product and Design teams and influencing the development process.

• Ability to navigate qualitative, quantitative, behavioral, and operational data effectively.

• Capacity to work independently and remotely with dependable internet access and an appropriate setting for patient interviews and moderated research sessions.

• Capability to communicate effectively with patients, Product, Design, and cross-functional teams.

• Proficient in handling sensitive patient information in line with healthcare privacy and consent regulations.

• Willingness to travel occasionally to Gifthealth's offices in Columbus, Ohio.

• Experience in healthcare, pharmacy, or patient-access is beneficial but not mandatory.

• Preference for candidates with experience researching products in complex, regulated, or service-intensive environments.

• Preference for experience in products where the digital user experience intersects with offline operations or customer support.

• Experience in establishing recurring research practices around product launches or teams is preferred.

🏝️ Benefits

• Fully remote work opportunities.

• Occasional travel to Gifthealth's Columbus, Ohio offices for team collaboration.

• Regular meetings with the research lead along with Product and Design partners.

• Commitment to equal employment opportunities and an inclusive work environment.