User Researcher, Care & Access

📍 Job Overview

Job Title: User Researcher, Care & Access

Company: Gifthealth Inc

Location: Columbus, Ohio, United States (Hybrid/Remote with travel)

Job Type: Full-time

Category: User Research / Product Operations / Service Design

Date Posted: September 08, 2026

Experience Level: 6+ Years of Research Experience

Remote Status: Hybrid (preferred presence in Columbus, OH) / Remote (US-based with regular travel to Columbus, OH)

🚀 Role Summary

• Owns end-to-end user research initiatives for internal care, case management workflows, pharmacy operations, and prescriber experiences to drive operational excellence and product strategy.

• Independently frames ambiguous product and operational challenges into clear research questions, determining the necessary evidence for actionable insights.

• Conducts deep, hands-on qualitative and ethnographic research, including contextual and field studies, with a strong emphasis on understanding real-world workflows and user behaviors.

• Collaborates closely with Product, Design, and Operations teams from the early stages of problem definition to ensure research directly informs and shapes product direction.

• Synthesizes mixed evidence from firsthand research, operational data, and quantitative metrics to identify systemic patterns, root causes, and opportunities for improvement.

• Builds persistent relationships with internal stakeholders and cross-functional partners to proactively surface critical issues and inform strategic decisions.

📝 Enhancement Note: This role is positioned at a senior level within the research function, emphasizing autonomy, complex problem-solving, and a deep connection to operational realities. The "Care & Access" focus suggests a specialization in user journeys related to patient access to healthcare services and prescription fulfillment, requiring a nuanced understanding of healthcare ecosystems. The emphasis on "AI-forward" research indicates a proactive approach to leveraging AI tools for efficiency and deeper insights.

📈 Primary Responsibilities

• Lead research projects from problem identification through to actionable recommendations, focusing on internal user journeys and external stakeholder experiences within the healthcare and pharmacy operations domains.

• Employ a variety of research methodologies, including but not limited to interviews, contextual inquiry, ethnographic observation, usability testing, and field research, to deeply understand user needs and pain points.

• Actively seek out and engage with internal teams (care management, pharmacy operations, fulfillment) and external partners (prescriber offices) to gain firsthand insights into how work is actually performed.

• Partner with Product Managers and Designers to define research objectives, scope, and timelines, ensuring research efforts are aligned with product development priorities and strategic goals.

• Synthesize qualitative findings with quantitative operational data and behavioral metrics to provide holistic insights and clearly distinguish symptoms from underlying causes of workflow inefficiencies.

• Develop and present compelling research findings and recommendations to diverse audiences, including senior leadership, Product, Design, and Operations teams, facilitating data-driven decision-making.

• Proactively identify and explore emerging problems and opportunities within the care and access ecosystem by cultivating ongoing relationships and deep domain knowledge.

• Contribute to the continuous improvement of research practices and methodologies within the growing research function at Gifthealth.

📝 Enhancement Note: The responsibilities highlight a blend of foundational user research skills and a strong operational focus, typical of roles that bridge product development and business operations. The need to "get close to the work" and build "persistent relationships" suggests a proactive, embedded research approach rather than a purely consultative one. The emphasis on synthesizing "mixed evidence" points to the importance of connecting user insights with business metrics.

🎓 Skills & Qualifications

Education: No specific degree required; equivalent practical experience will be considered.

Experience: Typically 6+ years of research experience, with a track record of independently leading ambiguous product or service research. Experience getting close to real workflows and understanding the difference between how a process is supposed to work and how it works in practice. Healthcare, pharmacy, or patient-access experience is welcome but not required.

Required Skills:

• High Agency & Autonomy: Proven ability to independently own research initiatives, proactively identify paths to answers, and secure necessary resources, access, or workarounds.

• Ambiguity & Speed Proficiency: Demonstrated comfort and effectiveness in navigating messy, ill-defined problems and delivering actionable insights within short or incomplete timelines.

• AI-Forward Research Aptitude: Proactive exploration and strategic application of AI tools for research acceleration and insight generation, with strong critical judgment regarding AI outputs.

• Claim Discipline & Precision: Ability to articulate research findings with accuracy, clearly defining what evidence supports or does not support conclusions, and explicitly stating meaningful uncertainties.

• Proximity to Work Ethic: A preference for direct observation and firsthand experience of how processes function in practice, rather than relying solely on documentation or secondhand accounts.

• Systems Thinking: Capacity to study individual workflows while maintaining a comprehensive understanding of the broader operational and organizational systems.

• Strong Research Judgment: Expertise in selecting appropriate research methodologies based on the specific question at hand, rather than adhering to a preferred method.

• Exceptional Communication Skills: Proficient in interviewing, observation, synthesis, and verbal/written communication, capable of translating complex systems and evidence into understandable insights without losing nuance.

• Cross-functional Influence: Demonstrated experience influencing decisions across Product, Design, and Operations teams.

• Mixed Methods Proficiency: Experience working with and synthesizing qualitative, quantitative, behavioral, and operational evidence.

Preferred Skills:

• Experience with contextual inquiry, ethnographic research, service design, or field research methodologies.

• Experience researching internal tools, complex workflows, or products that span digital and offline interactions.

• Experience in complex or regulated environments such as healthcare or finance.

📝 Enhancement Note: The "Required Skills" section emphasizes soft skills and strategic approaches (agency, comfort with ambiguity, AI-forward, claim discipline, proximity to work) alongside core research competencies. This indicates the company values proactive problem-solvers who can navigate complexity and leverage new technologies. The preference for experience in healthcare/pharmacy or complex environments suggests the role involves intricate, regulated systems.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Ambiguous Problems: Showcase 2-3 detailed case studies that illustrate your ability to take an undefined problem, conduct thorough research (qualitative, quantitative, operational), and deliver actionable insights that led to tangible improvements.

• Workflow Analysis & Optimization: Include examples demonstrating your process for mapping, analyzing, and identifying bottlenecks or inefficiencies in complex workflows, and how your research informed solutions.

• Systemic Impact Demonstrations: Present projects where your research insights influenced not just a single product feature, but broader systems, processes, or organizational understanding.

• Evidence Synthesis: Highlight projects where you successfully synthesized disparate types of data (user interviews, operational metrics, behavioral data) to form a cohesive understanding and drive decisions.

Process Documentation:

• Research Planning & Scoping: Document your approach to defining research questions, selecting methodologies, and scoping projects for ambiguous problems, emphasizing how you ensure alignment with business objectives.

• Data Collection & Synthesis: Provide examples of your methods for collecting rich qualitative data and systematically synthesizing it, potentially showcasing how you integrate operational or quantitative data into your analysis.

• Insight Communication & Impact Tracking: Illustrate how you communicate complex findings effectively to drive action and how you might track the impact of implemented solutions based on your research recommendations.

📝 Enhancement Note: For a User Researcher role, especially one focused on operations and complex workflows, a portfolio should emphasize the process of research and the impact of insights, not just the final deliverables. The focus on "ambiguous problems," "workflow analysis," and "systemic impact" is crucial. Candidates should be prepared to discuss how they connect user needs to operational efficiency and business outcomes.

💵 Compensation & Benefits

Salary Range: $145,000 - $175,000 USD per year.

Benefits:

• Comprehensive health, dental, and vision insurance plans.

• Generous paid time off (PTO) and holidays.

• Retirement savings plan with company match.

• Opportunities for professional development, including conferences and training.

• Potential for stock options or equity.

• [Specific details about PTO accrual, 401k matching percentages, and health plan coverage levels would be beneficial here for operations professionals.]

Working Hours: Full-time, approximately 40 hours per week. Flexibility is expected to accommodate research needs, including potential fieldwork and collaboration across different time zones or with operations teams during their working hours.

📝 Enhancement Note: The provided salary range of $145,000-$175,000 USD is competitive for a senior User Researcher role in a US-based company, particularly for those with specialized experience in healthcare or complex operational environments. This range aligns with industry benchmarks for experienced researchers who can independently drive complex projects and influence strategic decisions. The "Exempt" FLSA classification indicates the role is not eligible for overtime pay.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare Technology / Pharmacy Services. Gifthealth operates in a rapidly evolving sector focused on improving patient access and prescription management, requiring continuous innovation and adaptation to regulatory changes and market demands.

Company Size: Gifthealth is likely a growing mid-sized company, indicated by the need for a dedicated User Researcher and the presence of a growing research function. This size often offers a balance between the agility of a startup and the structure of a larger organization, providing opportunities for significant impact.

Founded: While the founding date isn't explicitly stated, the company's focus on revolutionizing healthcare suggests a modern, forward-thinking ethos.

Team Structure:

• The User Researcher will be part of the Product department, reporting to the Sr. User Researcher.

• This role requires significant cross-functional collaboration with Product Managers, Designers, and critically, Operations teams (care management, pharmacy, fulfillment).

• The growing research function implies an opportunity to shape its practices and contribute to its development. Methodology:

• Data-Driven Decision Making: Emphasis on using evidence, both qualitative and quantitative, to inform product and operational strategies.

• Customer-Centricity: A core mission to provide a seamless, personalized, and efficient healthcare experience for customers.

• Operational Excellence: Focus on understanding and improving the intricate workflows that enable patient access and fulfillment.

• Continuous Improvement: A culture that embraces innovation and iterative development to refine processes and user experiences.

Company Website: https://www.gifthealth.com/

📝 Enhancement Note: The company's industry and mission suggest a fast-paced environment where operational efficiency directly impacts patient outcomes. A mid-sized company structure often means researchers can have a broad scope of influence and work directly with key stakeholders across departments.

📈 Career & Growth Analysis

Operations Career Level: This is a senior-level individual contributor role, often referred to as a Senior User Researcher or Lead User Researcher, depending on the scope of influence. It demands a high degree of autonomy, strategic thinking, and the ability to tackle complex, ambiguous problems independently. The role is critical for bridging the gap between user needs and operational realities.

Reporting Structure: The User Researcher reports to the Sr. User Researcher, indicating a structured research team that allows for mentorship and peer collaboration. This also suggests a path towards more senior research leadership roles.

Operations Impact: The role has a direct impact on improving patient access to care, streamlining prescription fulfillment, and enhancing the efficiency of internal operations. Insights generated will shape product development and operational strategies, leading to a better customer experience and potentially reduced operational costs.

Growth Opportunities:

• Research Leadership: Potential to grow into a Lead User Researcher or Manager of User Research roles as the research function expands.

• Specialization: Deepen expertise in healthcare technology, patient access research, or operational workflow optimization.

• Cross-functional Expertise: Develop a strong understanding of Product Management, Service Design, and Operations, opening doors to related GTM or operational strategy roles.

• Mentorship: Opportunity to mentor junior researchers and contribute to establishing best practices within the research team.

📝 Enhancement Note: This role offers significant growth potential for an operations-minded researcher. The emphasis on understanding complex workflows and impacting operational efficiency can lead to leadership positions within research, product, or even operational strategy roles. The connection to healthcare also provides a pathway into a highly impactful and growing industry.

🌐 Work Environment

Office Type: The company offers a Hybrid work model. While remote candidates are considered, there's a strong preference for candidates in or near Columbus, Ohio, to facilitate on-site research. This suggests a collaborative office environment designed to support in-person interaction and fieldwork.

Office Location(s): The primary operational hub is in Columbus, Ohio (4343 Equity Drive, Columbus, OH 43228). Remote employees are expected to travel to this location regularly for on-site research.

Workspace Context:

• Collaborative Hub: The Columbus office likely serves as a central point for collaboration, especially with the care, pharmacy, and fulfillment teams. Expect opportunities for face-to-face interaction and co-creation.

• Fieldwork-Oriented: The role necessitates spending time "in the trenches," observing operations firsthand. This means the workspace extends beyond a desk to include operational environments where care and fulfillment processes occur.

• Technology-Enabled: While fieldwork is key, expect access to necessary tools and technology for remote collaboration, data analysis, and communication with distributed team members.

Work Schedule: Full-time (approx. 40 hours/week). The schedule should be flexible enough to accommodate regular on-site research in Columbus, Ohio, and potentially align with the working hours of internal operational teams. This may involve some non-traditional hours depending on research needs.

📝 Enhancement Note: The hybrid nature with a strong preference for Columbus-based candidates for on-site research indicates a company that values direct observation and in-person collaboration for understanding complex operational processes. Remote candidates must be prepared for significant travel and an adaptable schedule.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A conversation with a recruiter to assess basic qualifications, interest, and cultural fit.

• Hiring Manager Interview: Discussion with the Sr. User Researcher to delve deeper into research experience, problem-solving approaches, and understanding of the role's strategic importance.

• Portfolio Review & Presentation: A dedicated session where candidates present 1-2 key case studies from their portfolio, focusing on their process, findings, and impact, particularly related to complex workflows or operational challenges. Expect questions about methodology, synthesis, and influencing stakeholders.

• Cross-functional Interviews: Interviews with Product Managers, Designers, and potentially Operations leaders to assess collaboration skills, ability to translate research into actionable product/operational insights, and systems thinking.

• Final Interview: May involve a broader leadership discussion or a take-home exercise/challenge focused on a hypothetical research problem relevant to Gifthealth's operations.

Portfolio Review Tips:

• Focus on Process & Impact: Clearly articulate your research process for each case study, emphasizing how you tackled ambiguity, synthesized mixed evidence, and drove tangible outcomes. Quantify impact where possible.

• Highlight Operational Acumen: Showcase examples where your research directly informed operational improvements, workflow optimizations, or addressed complex real-world challenges.

• Demonstrate Systems Thinking: Explain how your research considered the broader system and interconnectedness of processes, rather than just isolated user interactions.

• Tailor to Gifthealth: If possible, reference Gifthealth's mission or industry challenges in your presentation, showing you've done your research and understand their context.

• Be Ready for "How": Prepare to answer detailed questions about your methodological choices, synthesis techniques, and how you navigated challenges in data collection or stakeholder buy-in.

Challenge Preparation:

• Problem Decomposition: Practice breaking down complex, ambiguous problems into manageable research questions.

• Methodology Justification: Be prepared to defend your choice of research methods based on the problem and available resources.

• Synthesis and Recommendation: Think about how you would synthesize hypothetical data and formulate actionable recommendations for a healthcare operations context.

• Communication Clarity: Practice articulating your approach and findings concisely and persuasively.

📝 Enhancement Note: The interview process emphasizes practical application of research skills, strategic thinking, and the ability to collaborate effectively across departments. The portfolio review is a critical component, requiring candidates to demonstrate their ability to tackle complex, real-world problems and translate insights into actionable business improvements, especially within an operational context.

🛠 Tools & Technology Stack

Primary Tools:

• Research Platforms: Tools for remote usability testing, survey creation, and participant recruitment (e.g., UserTesting.com, Qualtrics, SurveyMonkey, Lookback).

• Collaboration & Documentation: Tools for team collaboration, knowledge sharing, and documentation (e.g., Jira, Confluence, Notion, Google Workspace).

• Prototyping & Design Tools: Familiarity with tools used by design partners (e.g., Figma, Sketch, Adobe XD) is beneficial for understanding user flows and evaluating designs.

Analytics & Reporting:

• Operational Data Analysis: Proficiency in analyzing operational data (e.g., workflow completion times, error rates, system usage metrics) to complement qualitative findings. Familiarity with BI tools like Tableau or Looker might be advantageous.

• Quantitative Data Interpretation: Ability to interpret survey data, NPS scores, or other quantitative feedback.

CRM & Automation:

• CRM Systems: Understanding of how CRM systems (e.g., Salesforce) might be used in patient access or prescriber management workflows.

• Workflow Automation Tools: Awareness of how automation (e.g., Zapier, custom scripts) impacts user workflows and operational efficiency.

📝 Enhancement Note: While specific tools aren't listed, the role requires a researcher who can work with a variety of platforms. The emphasis on "operational data" and "workflow analysis" suggests familiarity with tools that can track process metrics, not just user behavior. The "AI-forward" aspect implies an openness to integrating AI tools into the research workflow.

👥 Team Culture & Values

Operations Values:

• Data-Driven Impact: Decisions are grounded in evidence, with a strong focus on measuring the impact of research on operational efficiency and user experience.

• Customer-Centricity: A commitment to deeply understanding and advocating for the needs of both patients and internal users (care teams, pharmacists).

• Proactive Problem-Solving: Encouraging individuals to identify issues, propose solutions, and take initiative rather than waiting for direction.

• Efficiency & Optimization: A drive to constantly improve processes, workflows, and systems to deliver a more seamless and effective experience.

• Collaboration & Transparency: Open communication and close partnership across Product, Design, and Operations are essential for success.

Collaboration Style:

• Embedded Partnership: The researcher is expected to work closely and continuously with Product and Design, acting as a research partner from the outset of projects.

• Cross-functional Integration: Close collaboration with Operations teams is paramount, requiring an ability to understand their challenges and integrate their perspectives into research findings.

• Feedback Loop: A culture that encourages constructive feedback and iterative refinement of research plans, methodologies, and insights.

• Knowledge Sharing: Active participation in sharing learnings and best practices across the research and product teams.

📝 Enhancement Note: The company values a proactive, data-informed, and collaborative approach. For operations professionals, understanding how research directly contributes to efficiency and customer experience is key. The emphasis on "proximity to the work" and "persistent relationships" highlights a culture that values hands-on, embedded teamwork.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Healthcare Workflows: Understanding and researching intricate, often siloed, processes within healthcare and pharmacy operations requires significant effort and domain learning.

• Accessing and Observing Internal Operations: Gaining trust and access to internal teams and their day-to-day work, especially in operational environments, can be challenging and requires strong interpersonal skills.

• Synthesizing Mixed and Ambiguous Data: Connecting qualitative user insights with quantitative operational data and dealing with incomplete or contradictory information requires advanced analytical and synthesis skills.

• Influencing Stakeholders in a Fast-Paced Environment: Effectively communicating research findings and driving adoption of recommendations among busy Product, Design, and Operations teams requires persuasive communication and strategic stakeholder management.

• Leveraging AI Effectively and Responsibly: Staying current with AI capabilities while maintaining research rigor and ethical considerations presents an ongoing challenge and opportunity.

Learning & Development Opportunities:

• Deep Domain Expertise: Opportunity to become an expert in healthcare access, pharmacy operations, and patient journey optimization.

• Advanced Research Methodologies: Potential to refine skills in ethnographic research, service design, and complex systems analysis.

• Strategic Influence: Develop strong capabilities in influencing product strategy and operational decision-making.

• Mentorship: Benefit from guidance from a Sr. User Researcher and opportunities to mentor others as the team grows.

• Industry Trends: Stay at the forefront of research practices, including the integration of AI in user research and understanding evolving healthcare technologies.

📝 Enhancement Note: This role presents significant opportunities for professional growth by tackling complex, real-world problems in a vital industry. Overcoming challenges will build robust skills in operational research, systems thinking, and strategic influence, preparing the researcher for advanced roles.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you took an ambiguous problem and turned it into a clear research plan and actionable insights. What was your process?" (Focus on problem framing, methodology selection, and impact.)

• "How do you approach researching complex workflows, especially when processes differ from official documentation? Provide an example of how you uncovered a discrepancy and what you did with that information." (Emphasize "proximity to the work" and systems thinking.)

• "Tell me about a situation where you had to synthesize qualitative user feedback with quantitative operational data or business metrics. How did you connect the dots, and what was the outcome?" (Highlight mixed-methods synthesis and impact.)

• "How do you decide how much research is 'enough' for a given decision? How do you balance speed, rigor, and the actual needs of the stakeholders?" (Demonstrate research judgment and comfort with ambiguity.) Company & Culture Questions:

• "What interests you about Gifthealth's mission, particularly in the healthcare and pharmacy access space?" (Showcase alignment with company purpose.)

• "How do you approach building relationships and trust with internal operational teams whose work you need to research?" (Highlight interpersonal skills and collaborative approach.)

• "How do you see AI playing a role in the future of user research, and how have you experimented with it in your own work?" (Address the "AI-forward" requirement.)

• "Describe your experience working in hybrid or remote environments. How do you ensure effective collaboration and maintain proximity to the work?" (Address work arrangement and fieldwork expectations.) Portfolio Presentation Strategy:

• Structure: For each case study, clearly define the problem, your role, the research approach, key findings, recommendations, and the impact/outcome.

• Emphasis: Highlight your autonomy, problem-framing skills, qualitative depth, operational understanding, and ability to synthesize mixed evidence.

• Visuals: Use clear, concise visuals to illustrate workflows, user journeys, or key data points.

• Storytelling: Frame your projects as compelling narratives that showcase your problem-solving journey and impact.

• Q&A Readiness: Anticipate detailed questions about your methods, decisions, and the challenges you faced.

📝 Enhancement Note: Preparation should focus on demonstrating proactive problem-solving, deep understanding of operational realities, and the ability to translate complex findings into actionable business improvements. The "AI-forward" aspect and preference for "proximity to the work" are key themes to weave into responses.

📌 Application Steps

To apply for this operations-focused User Researcher position:

• Submit your application through the provided link on recruiting.paylocity.com.

• Curate Your Portfolio: Select 2-3 case studies that best demonstrate your experience with ambiguous problems, complex workflow research, and synthesizing mixed evidence. Ensure these highlight your ability to drive operational improvements.

• Optimize Your Resume: Tailor your resume to emphasize your 6+ years of research experience, specific methodologies used (contextual inquiry, ethnographic, field research), experience with healthcare/complex environments, and your ability to influence cross-functional teams and operations.

• Prepare Your Presentation: Rehearse your portfolio presentation, focusing on clear storytelling, demonstrating your process, quantifying impact, and articulating how you would approach research at Gifthealth. Practice answering potential interview questions.

• Research Gifthealth: Deeply understand Gifthealth's mission, services, and the healthcare/pharmacy access landscape. Consider how your research skills can directly contribute to their operational goals and customer experience improvements.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.