Lead, FSA Escalation Team

WellDyne • Lakeland, FL

19d • Onsite

About The Position

The Lead, FSA Escalation Team oversees the escalation process related to NPAF inquiries and issues, ensuring timely resolution and high customer satisfaction. This leadership role manages complex customer issues and escalations, provides guidance and resolution strategies, collaborates with Customer Service, Compliance, and Operations, and develops team members’ knowledge of the NPAF program and escalation processes. The position is based in Lakeland, Florida, and is in-office, with travel required to external environments. The role involves prolonged desk work using a computer and phone, and may occasionally involve high stress when dealing with customers or clients. The company describes its vision as fulfilling the essential promise of pharmacy care and helping people live to their healthiest, happiest, and fullest potential, and its mission as driving meaningful change within pharmacy services.

Requirements

• High school diploma.
• Three years of experience in a call center environment.
• Excellent oral and written communication skills, including the ability to speak clearly and effectively, listen to and understand verbal information, and organize information clearly and concisely.
• Ability to work with people sensitively, tactfully, and professionally.
• Problem-solving ability, including using logic to 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/headset for a large majority of the workday.
• Hand-eye coordination and manual dexterity sufficient 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.

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, and Operations 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