User Researcher, Patient Communications

📍 Job Overview

Job Title: User Researcher, Patient Experience

Company: Gifthealth Inc

Location: Columbus, Ohio, United States

Job Type: Full-time

Category: User Experience Research / Product Research

Date Posted: 2026-09-08T17:20:28

Experience Level: 2-5 years (with potential for Senior Researcher based on experience)

Remote Status: Remote (US) with occasional travel to Columbus, OH

🚀 Role Summary

• Own end-to-end user research initiatives for patient-facing product experiences, including enrollment, checkout, patient portals, insurance and benefits, and communication platforms.

• Drive product decisions by identifying critical assumptions, defining research questions, and executing studies across the entire product lifecycle, from discovery to post-launch learning.

• Collaborate closely with Product Managers and Designers to ensure research directly informs product strategy and development, focusing on patient needs, behaviors, and pain points.

• Employ a variety of research methodologies, including moderated and unmoderated qualitative and quantitative approaches, to gather actionable insights.

• Maintain a persistent understanding of patient needs by integrating behavioral, operational, and quantitative data with qualitative findings.

📝 Enhancement Note: This role is positioned within the Product department and reports to a Sr. UX Researcher, indicating a strong emphasis on integrating research insights directly into product strategy and development cycles. The description highlights a need for high autonomy and the ability to navigate ambiguity, suggesting a lean and agile product development environment. The "AI-forward" requirement is a modern differentiator, emphasizing the expectation to leverage AI tools for research efficiency and depth.

📈 Primary Responsibilities

• Research Ownership: Lead and execute user research for all patient-facing digital product experiences, encompassing user journeys from initial enrollment through checkout, portal interaction, and engagement with insurance/benefits information.

• Strategic Question Framing: Proactively partner with Product and Design teams to identify and prioritize the most impactful questions and riskiest assumptions within the patient journey, guiding the research agenda.

• Full-Cycle Research Execution: Design and conduct comprehensive research studies at all stages of the product development lifecycle: formative (discovery, concept evaluation), evaluative (usability testing, comprehension studies), and summative (post-launch learning).

• Methodology Selection & Application: Select and apply appropriate research methods (e.g., moderated/unmoderated interviews, usability tests, surveys, concept evaluations, mental model studies) based on the research question and timeline, ensuring efficient data collection.

• Participant Recruitment: Independently manage the recruitment of diverse patient participants, including those from specialty and hard-to-reach populations, while strictly adhering to healthcare privacy regulations (e.g., HIPAA) and consent protocols.

• Continuous Patient Understanding: Develop and maintain a deep, ongoing understanding of patient needs, behaviors, expectations, and pain points, moving beyond isolated project-based research.

• Integrated Insights Synthesis: Synthesize findings from qualitative research with behavioral, operational, and quantitative data to create a holistic and compelling understanding of the patient experience.

• Influence and Communication: Translate complex research findings into clear, actionable implications and recommendations, effectively communicating insights to Product, Design, and other stakeholders to influence product decisions and strategy.

• Proactive Problem Identification: Leverage deep product area context to proactively surface potential issues and opportunities within the patient experience.

📝 Enhancement Note: The responsibilities emphasize a proactive, end-to-end ownership model. The need to "build a persistent understanding" and "connect what patients say and do with behavioral, operational, and quantitative evidence" points to a role that requires not just execution but also strategic thinking and data integration beyond typical qualitative research. The emphasis on "AI-forward" suggests a need to explore and integrate AI tools into the research workflow.

🎓 Skills & Qualifications

Education: Bachelor's degree preferred.

Experience: Typically 2 to 5 years of experience in user research for digital products or services. Candidates with 5+ years and a proven track record of independently leading ambiguous research initiatives may be considered for a Senior Researcher level. Prior experience in healthcare, pharmacy, or patient access is beneficial but not mandatory; a demonstrated ability to quickly learn new domains is highly valued.

Required Skills:

• High Agency & Proactiveness: Demonstrated ability to independently identify needs, find necessary resources (people, data, tools), and drive research forward with minimal direction; ability to "find a way or make one."

• Comfort with Ambiguity & Speed: Proficiency in navigating messy or ill-defined problems and tight timelines, with the judgment to determine the appropriate level of research rigor for a given decision.

• AI Tool Proficiency: A proactive approach to leveraging AI tools for research efficiency, synthesis, and insight generation, coupled with strong critical judgment regarding AI outputs.

• Claim Discipline: Precision in articulating research findings, clearly stating what the evidence supports and does not support, and explicitly communicating uncertainties.

• Decision-Oriented Focus: A strong drive to ensure research directly informs and impacts product decisions, prioritizing actionable insights over academic rigor for its own sake.

• Evaluative Research Craft: Expertise in conducting usability testing, comprehension studies, concept evaluations, and unmoderated remote research, with the judgment to select the most appropriate method for the question.

• Strong Communication & Synthesis: Excellent interviewing, facilitation, synthesis, and written/verbal communication skills, capable of presenting complex information clearly and concisely.

• Cross-functional Collaboration: Proven ability to partner closely with Product and Design teams and influence product direction while it is still in development.

• Mixed Methods Acumen: Experience working with and integrating qualitative, quantitative, behavioral, and operational data sources.

Preferred Skills:

• Experience researching products within complex, regulated, or service-heavy industries (e.g., healthcare, finance).

• Experience with products where digital interactions intersect with offline operations or customer support.

• Experience establishing and refining recurring research practices for product teams or launch cadences.

📝 Enhancement Note: The "Knowledge, Skills, and Abilities" section is exceptionally detailed and goes beyond typical requirements. It emphasizes behavioral traits like "high agency," "comfort with ambiguity," and "claim discipline" as much as technical research skills. The "AI-forward" skill is a significant indicator of the company's technological approach. The distinction between Researcher and Senior Researcher levels is tied to independence in ambiguous situations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Impact: Showcase a minimum of 2-3 detailed case studies demonstrating ownership of research projects from problem identification through influencing product decisions and measuring outcomes.

• Methodology Diversity: Highlight experience with a range of research methodologies (qualitative and quantitative, moderated and unmoderated) and explain the rationale for choosing specific methods.

• Problem Framing Examples: Include examples of how you partnered with Product/Design to define research questions and identify key assumptions before initiating studies.

• Synthesis & Deliverables: Provide clear examples of synthesized findings, actionable recommendations, and how these insights were communicated to stakeholders to drive change.

• Handling Constraints: Demonstrate experience working within tight timelines, limited resources, or ambiguous problem spaces, illustrating how you adapted research approaches.

• Quantitative/Operational Integration: Showcase instances where qualitative findings were complemented or validated by quantitative data, operational metrics, or behavioral analytics.

Process Documentation:

• Research Planning Frameworks: Ability to document and present research plans that clearly outline objectives, methodology, participant criteria, timelines, and expected deliverables.

• Synthesis Methods: Documentation or examples of how you structure and present synthesized research findings, including implications and actionable recommendations.

• Cross-functional Handoffs: Evidence of processes for sharing research insights and collaborating with Product and Design teams to ensure insights are understood and acted upon.

• Continuous Improvement: Examples of how you have iterated on research processes or established recurring research practices to improve efficiency or impact.

📝 Enhancement Note: While not explicitly stated as a "portfolio requirement," the detailed responsibilities and qualifications strongly imply the need for a portfolio. The focus on "owning research," "full-cycle research," and "influencing decisions" suggests that candidates will need to demonstrate these capabilities through their work samples. The "AI-forward" aspect could also be a point to highlight in portfolio examples where AI tools were used.

💵 Compensation & Benefits

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

Benefits:

• Health Insurance: Comprehensive medical, dental, and vision coverage.

• Retirement Savings: 401(k) plan with potential company match.

• Paid Time Off: Generous PTO policy, including vacation, sick leave, and holidays.

• Professional Development: Support for learning and growth, potentially including conference attendance, training, or certifications.

• Remote Work Stipend: Potential for a stipend to support home office setup and connectivity.

• Equity/Stock Options: Possibility of company stock options or grants, common in growth-stage tech companies.

Working Hours: Full-time (typically 40 hours per week), with flexibility. Occasional travel to Columbus, Ohio offices for team collaboration is required.

📝 Enhancement Note: The salary range provided is competitive for a User Researcher role with 2-5 years of experience, particularly in a remote US setting. The "AI-forward" aspect and the company's focus on patient experience in a growing tech/healthcare space suggest that benefits may include modern perks like remote work support and professional development opportunities. The "Full-time" employment type is confirmed.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare Technology / Pharmacy Services. Gifthealth operates at the intersection of technology and healthcare, aiming to streamline prescription management and enhance patient access to health services. This industry is characterized by rapid innovation, evolving regulatory landscapes, and a strong focus on patient outcomes and data privacy.

Company Size: Not explicitly stated, but the presence of a Sr. UX Researcher and the need for independent research ownership suggest a growing, mid-sized company (likely 50-500 employees) with established product development processes.

Founded: Not explicitly stated, but Gifthealth appears to be a modern, tech-focused company aiming to disrupt traditional healthcare processes.

Team Structure:

• Reporting: The User Researcher reports to the Sr. UX Researcher, indicating a clear research leadership structure.

• Collaboration: Works closely with Product Managers and Designers within product teams focused on patient-facing experiences. This implies a collaborative, cross-functional environment where research is integrated early and often.

• Research Practice: The role contributes to building and refining ongoing research practices, suggesting a commitment to a mature and impactful UX research function.

Methodology:

• Customer-Centricity: A strong emphasis on understanding and improving the patient experience through direct user research.

• Data-Driven Decisions: The role requires integrating qualitative insights with quantitative and operational data to inform product strategy.

• Agile Development: The need for "comfort with ambiguity and speed" and research "on the timeline those decisions require" points to an agile or iterative product development approach.

• AI Integration: A forward-thinking approach that embraces AI tools to enhance research efficiency and depth.

Company Website: gifthealth.com (based on domain_derived)

📝 Enhancement Note: The company's mission to revolutionize healthcare management suggests a culture that values innovation, customer impact, and potentially a fast-paced, mission-driven environment. The "AI-forward" requirement hints at a company that is embracing modern technologies to achieve its goals.

📈 Career & Growth Analysis

Operations Career Level: This role is described as either "Researcher" or "Senior Researcher," depending on experience and demonstrated independence.

• Researcher Level: Typically involves owning well-bounded research tasks, developing judgment on more ambiguous problems with support from a lead. This is a strong foundational role for growth.

• Senior Researcher Level: Involves independently owning the entire research process end-to-end, demonstrating significant autonomy and strategic thinking. This level signifies leadership potential within the research function.

Reporting Structure: Reports to Sr. UX Researcher, providing direct mentorship and guidance. This structure allows for learning from an experienced researcher while contributing to the overall research strategy.

Operations Impact: The User Researcher's work directly influences the design and functionality of patient-facing products, impacting user adoption, satisfaction, adherence to treatment plans, and operational efficiency in managing prescriptions. By optimizing the patient experience, this role contributes to Gifthealth's core mission and business objectives.

Growth Opportunities:

• Advancement to Senior Researcher: By demonstrating high agency, independent problem-solving, and successful end-to-end research ownership, a Researcher can progress to Senior Researcher.

• Domain Expertise: Deepening expertise in the healthcare and pharmacy technology domain, becoming a go-to expert for patient insights.

• Methodological Expansion: Opportunity to explore and implement new research techniques, potentially including advanced quantitative methods or specialized qualitative approaches.

• Leadership & Mentorship: As a Senior Researcher, there's potential to mentor junior researchers or lead research initiatives for major product areas.

• Cross-functional Leadership: Developing strong influencing skills can lead to greater impact across Product, Design, and potentially other departments.

📝 Enhancement Note: The dual-leveling of the role (Researcher/Senior Researcher) provides a clear career progression path. The emphasis on "owning the process end to end" at the senior level highlights the expectation for strategic leadership and autonomy. Growth is tied to domain mastery, methodological expertise, and influencing product strategy.

🌐 Work Environment

Office Type: Primarily Remote (US-based). Occasional travel to Gifthealth's Columbus, Ohio offices is required for team collaboration. This suggests a hybrid model where remote work is the default, but in-person interaction is valued for specific team events.

Office Location(s): Columbus, Ohio (for occasional travel). The remote nature allows candidates from across the US to apply.

Workspace Context:

• Remote Autonomy: Candidates must have a suitable remote work environment, including reliable internet access, to conduct interviews and moderated research sessions.

• Collaborative Tools: Expect to utilize modern collaboration tools for communication, project management, and research data sharing.

• Team Interaction: Regular virtual meetings with the research lead and product/design partners are essential for alignment and knowledge sharing. Occasional in-person meetings in Columbus will foster deeper team connections.

• Focus on Privacy: A critical aspect of the workspace context is the ability to handle sensitive patient information in compliance with healthcare privacy and consent requirements.

Work Schedule: Full-time, likely with some flexibility inherent in remote work, though adherence to core meeting times and project deadlines is expected.

📝 Enhancement Note: The "Remote (US)" designation with occasional travel indicates a distributed team structure that values face-to-face collaboration periodically. The need for a "suitable environment for conducting patient interviews and moderated research sessions" underscores the importance of professional remote setups.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely review applications and resumes, focusing on experience with user research, digital products, and relevant skills.

• Hiring Manager/Team Interview: A conversation with the Sr. UX Researcher and potentially Product/Design partners to assess research craft, problem-solving abilities, and cultural fit. Expect questions on research methodologies, past projects, and how you handle ambiguity.

• Research Challenge/Portfolio Presentation: A common step for UX Researcher roles. Candidates may be asked to present a portfolio of their work, detailing 1-2 case studies. This is where you demonstrate your process, impact, and ability to influence. Alternatively, a take-home or live research challenge might be given.

• Cross-functional Interviews: Interviews with Product Managers and Designers to evaluate collaboration style, communication effectiveness, and ability to integrate research into the product development cycle.

• Final Interview: Potentially with a senior leader to discuss strategic fit and long-term potential.

Portfolio Review Tips:

• Structure is Key: Organize your portfolio logically, perhaps by project or by research competency. For each project, clearly outline: the problem, your role, the research questions/assumptions, your methodology, key findings, your recommendations, and the impact.

• Show, Don't Just Tell: Use visuals (screenshots, diagrams, anonymized data visualizations) to illustrate your process and findings.

• Highlight Influence: Emphasize how your research directly influenced product decisions and led to positive outcomes. Quantify impact where possible.

• Address Ambiguity & AI: Be prepared to discuss how you handled ambiguous situations and how you've leveraged (or would leverage) AI tools in your research process.

• Tailor to Gifthealth: Research Gifthealth's mission and patient-facing products. Frame your case studies to highlight relevant experiences (e.g., healthcare, complex user journeys, patient communication).

• Practice Your Narrative: Be ready to walk through your projects confidently and concisely, answering questions about your choices and rationale.

Challenge Preparation:

• Understand the Goal: If given a challenge, focus on understanding the core problem and the underlying assumptions.

• Define Your Approach: Clearly articulate your research plan, including methods, participants, and timeline.

• Focus on Actionability: Ensure your proposed solutions or insights are practical and actionable for the product team.

• Think About Trade-offs: Acknowledge constraints (time, resources) and discuss how you would make trade-offs.

📝 Enhancement Note: The emphasis on "owning the path to an answer" and "getting the right evidence into the decision" means the interview process will likely focus heavily on demonstrated impact and strategic thinking, not just execution. A strong portfolio presentation is crucial. The "AI-forward" requirement may be assessed through questions about how candidates incorporate AI into their workflow or their critical evaluation of AI-generated insights.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Tools for unmoderated testing, surveys, participant recruitment, and diary studies (e.g., UserTesting.com, Lookback, Maze, Qualtrics).

• Collaboration & Prototyping: Tools used by Product and Design teams for ideation, prototyping, and feedback loops (e.g., Figma, Miro, Jira, Confluence).

• Video Conferencing & Communication: Standard tools for remote collaboration (e.g., Zoom, Slack, Google Meet).

Analytics & Reporting:

• Product Analytics: Tools for understanding user behavior within the product (e.g., Amplitude, Mixpanel, Google Analytics).

• Data Visualization: Tools to help synthesize and present quantitative findings (e.g., Tableau, Looker, Excel/Google Sheets).

• Operational Data Sources: Access to and understanding of relevant operational metrics that impact patient experience (e.g., prescription fulfillment rates, customer support ticket volume, communication engagement rates).

CRM & Automation:

• CRM Systems: While not a direct CRM role, understanding how patient data is managed in CRM systems (e.g., Salesforce, HubSpot) could be beneficial for understanding patient profiles and interactions.

• Communication Platforms: Experience with or understanding of patient communication tools and workflows.

📝 Enhancement Note: The role requires proficiency with standard UX research tools. The ability to work with product analytics and operational data is also highlighted, suggesting a need for a researcher who can connect qualitative findings to broader business and operational metrics. The "AI-forward" aspect implies an openness to exploring and integrating AI-powered research assistants or analysis tools.

👥 Team Culture & Values

Operations Values:

• Patient-Centricity: A core value likely driving all product and research decisions, focusing on improving the lives and experiences of patients.

• Innovation & Agility: Embracing new technologies (like AI) and agile methodologies to adapt quickly and drive meaningful change in healthcare.

• Data-Driven Decision Making: Valuing evidence, both qualitative and quantitative, to inform strategic choices and product development.

• High Agency & Ownership: Empowering individuals to take initiative, solve problems proactively, and drive projects to completion.

• Collaboration & Transparency: Fostering an environment where cross-functional teams work together openly, sharing insights and feedback to achieve common goals.

• Integrity & Compliance: Upholding the highest standards of patient privacy and regulatory compliance, especially critical in the healthcare sector.

Collaboration Style:

• Partnership: Close collaboration with Product and Design is essential, characterized by mutual respect and a shared goal of creating excellent patient experiences.

• Proactive Communication: Regular updates and transparent sharing of research findings and plans with stakeholders.

• Constructive Feedback: An environment where feedback is welcomed and used to refine research approaches and product designs.

• Knowledge Sharing: Encouraging the sharing of learnings and best practices across the research and product teams to foster collective growth.

📝 Enhancement Note: The company culture appears to be a blend of mission-driven healthcare values with modern, agile tech practices. The emphasis on "high agency" and "AI-forward" suggests a progressive and empowering work environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Healthcare Complexity: Understanding and researching within a highly regulated industry with sensitive patient data requires careful attention to privacy, consent, and ethical considerations.

• Balancing Speed and Rigor: The need to provide timely insights for agile development while ensuring research is robust enough to be actionable.

• Recruiting Hard-to-Reach Populations: Effectively recruiting participants from specialty or underserved patient groups can be challenging but is critical for comprehensive insights.

• Integrating Diverse Data Sources: Synthesizing qualitative feedback with quantitative analytics and operational data requires strong analytical skills and a holistic perspective.

• Influencing Without Authority: Persuading cross-functional teams to adopt research recommendations, especially when they challenge existing assumptions or priorities.

Learning & Development Opportunities:

• Healthcare Domain Expertise: Deepen knowledge of healthcare systems, patient journeys, and regulatory requirements, becoming a subject matter expert.

• Advanced Research Methodologies: Opportunity to refine skills in specialized qualitative or quantitative techniques, potentially exploring mixed-methods approaches.

• AI Tool Mastery: Become proficient in leveraging AI tools for research synthesis, analysis, and even generative tasks, staying at the forefront of research innovation.

• Product Strategy Influence: Develop stronger strategic thinking and influencing skills to drive greater impact on product roadmaps and company direction.

• Mentorship & Leadership: Potential to grow into a leadership role, mentoring junior researchers and shaping the research practice at Gifthealth.

📝 Enhancement Note: The challenges highlight the unique demands of user research in healthcare tech, particularly around data privacy and complex user needs. Growth opportunities are tied to domain expertise, methodological advancement, and strategic influence, aligning with the role's potential for progression.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you identified a critical assumption in a product before research began. How did you validate or invalidate it, and what was the outcome?" (Focus on proactivity, question framing, and impact.)

• "How do you decide which research method is appropriate for a given product question and timeline? Can you give an example where you chose an unconventional method and why?" (Focus on methodology selection, judgment, and adaptability.)

• "Imagine you have conflicting data from qualitative interviews and quantitative analytics. How would you approach synthesizing these to provide a clear recommendation to the product team?" (Focus on mixed-methods synthesis and decision-making.)

• "How do you ensure your research findings are understood and acted upon by product and design teams, especially when they might challenge existing beliefs?" (Focus on communication, influence, and stakeholder management.)

• "Describe your experience or approach to using AI tools in your research workflow. What are the benefits, and what are the critical considerations for ensuring accuracy and ethical use?" (Focus on AI-forward approach and critical judgment.) Company & Culture Questions:

• "Based on your understanding of Gifthealth, what do you see as the biggest research opportunities or challenges for our patient-facing products?" (Demonstrates research and company understanding.)

• "How do you approach building a persistent understanding of user needs, rather than just conducting one-off studies?" (Focuses on continuous research practices.)

• "Describe your ideal collaboration with Product Managers and Designers. How do you ensure research is integrated effectively throughout the product lifecycle?" (Assesses collaboration style and process integration.) Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly articulate:

  1. The Problem/Opportunity: What was the business or user problem?
  2. Your Role & Objective: What was your specific responsibility and the research goal?
  3. The Research Questions/Assumptions: What were you trying to learn?
  4. Your Approach: What methods did you use and why?
  5. Key Findings & Insights: What did you learn?
  6. Recommendations & Impact: What did you suggest, and what was the outcome?

• Quantify Impact: Whenever possible, use metrics to demonstrate the impact of your research (e.g., "Usability testing identified issues that led to a 15% reduction in checkout abandonment").

• Showcase Your Process: Be ready to discuss your decision-making at each stage, from planning to synthesis.

• Highlight Ambiguity & AI: Be prepared to discuss how you handled ambiguity and how you’ve integrated AI tools into your workflow, showcasing your "high agency" and "AI-forward" mindset.

• Practice Your Delivery: Rehearse your presentation to ensure it flows well, is within the allotted time, and you can answer questions confidently.

📝 Enhancement Note: Interview preparation should focus on demonstrating "high agency," "comfort with ambiguity," and the "AI-forward" mindset. The portfolio presentation is critical for showcasing end-to-end ownership and impact. Questions will probe your ability to connect research to business outcomes and navigate complex, regulated environments.

📌 Application Steps

To apply for this User Researcher position:

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

• Curate Your Portfolio: Select 2-3 of your most impactful user research projects that best demonstrate your end-to-end research ownership, ability to handle ambiguity, and influence on product decisions. Tailor your case studies to highlight relevant experience with digital products, patient journeys, or complex user needs.

• Optimize Your Resume: Ensure your resume clearly highlights your years of experience in user research, specific methodologies used, key skills (e.g., qualitative/quantitative research, synthesis, communication), and any experience in healthcare or regulated industries. Use keywords from the job description naturally.

• Prepare Your Narrative: Practice walking through your selected portfolio projects, focusing on the problem, your process, your key insights, and the tangible impact of your work. Be ready to discuss how you've leveraged AI tools and handled ambiguous research questions.

• Research Gifthealth: Understand Gifthealth's mission, patient-facing products, and their commitment to improving healthcare experiences. Consider how your skills and values align with their culture and goals.

⚠️ 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.