Lead, FSA Escalation Team

WellDyne • Lakeland, FL

1d • Onsite

About The Position

WellDyne and HealthDyne are seeking a dynamic and experienced Lead for the FSA Escalation Team, based in Lakeland, Florida. The role oversees the escalation process related to NPAF inquiries and issues, ensuring timely resolution and high customer satisfaction. It requires strong problem-solving and team-management skills, along with a deep understanding of NPAF policies and procedures.

This is an in-office position involving work in a typical office environment, including prolonged sitting at a computer, as well as travel in an external environment. The role requires operating standard office, computer, and phone equipment and may involve occasional high stress when handling customer or client concerns. Flexible hours may be needed in a 24/7 environment.

Requirements

• High school diploma required.
• Three years of experience in a call center environment.
• Excellent oral and written communication skills; ability to speak clearly, listen effectively, and organize information concisely.
• Ability to work with people sensitively, tactfully, and professionally.
• Ability to solve problems using logic, identify key facts, explore alternatives, and propose quality solutions.
• Ability to work flexible hours as needed in a 24/7 environment.
• Ability to sit at a desk using a computer and phone or headset for most of the workday.
• Ability to operate standard office, computer, and phone equipment.

Nice To Haves

• Post-high-school education or specialized training.
• College degree.
• Supervisory experience.
• PBM or healthcare industry experience.
• Deep understanding of NPAF policies and procedures.

Responsibilities

• Lead and manage the FSA Escalation Team to ensure efficient handling of complex customer issues and escalations.
• Serve as the primary point of contact for escalated FSA cases, providing guidance and resolution strategies.
• Collaborate with Customer Service, Compliance, Operations, and other cross-functional teams to resolve escalated issues.
• Train, mentor, and develop team members to enhance their skills and knowledge of the NPAF program and escalation processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED