Member Advocate Team Lead

MedOne Pharmacy Benefit Solutions•Dubuque, IA

11h•Remote

About The Position

Position Overview: The Team Lead (TL) is responsible for providing information to and resolving issues for our members, their physicians, and their pharmacies. The TL position supports the Member Advocates while also being the primary back up to the Member Advocate Manager. About MedOne: MedOne is a full-service pharmacy benefit manager (PBM), serving clients and members nationwide. With a fully transparent, pass-through model, MedOne helps people conveniently access the most appropriate prescriptions at the most affordable price. What You Will Do at MedOne: Oversee a team of representatives to include mentorship and coaching, addressing conflicts and providing constructive resolutions Provide feedback and side-by-side coaching as necessary Report team members’ progress and identify training initiatives which supports performance standards, employee growth, and member satisfaction Assist in program and process development, implementation, and communications Monitor concurrent and retrospective calls to identify training needs; discuss findings with team members and provide direction and training Review outcomes of member surveys; create and execute training initiatives addressing improvement areas Create, develop, and maintain policy and procedure documentation Handle and de-escalate member inquires in a calm and educational manner Resolve difficult customer inquiries and coach staff regarding de-escalation techniques, time management and customer service skills Assist management with quarterly and annual team goals Conduct annual Performance evaluations, and one-on-ones with direct reports Monitor team breaks & scheduling Align with, and support MedOne’s Core Values

Requirements

Minimum of a two-year college degree or working experience in related field
Strong knowledge of Microsoft Office products, including Word, Excel and Teams
Must possess a current Pharmacy Technician Certification
Excellent customer service skills
Motivated to understand pharmacy benefit management, including pharmaceutical drugs and drug therapies and share this knowledge to broaden skillset of team
Strong listening, verbal, and written communication skills which convey understanding and clarity
Highly skilled in working through difficult conversations with members, external parties, and direct reports while maintaining composure, showing empathy, and displaying active listening skills
Demonstrated ability to effectively and efficiently resolve member inquiries and issues
Work effectively in a team environment
Must be timely, dependable and must notify supervisor of schedule changes
Must demonstrate professionalism while maintaining discretion with sensitive interdepartmental information

Responsibilities

Oversee a team of representatives to include mentorship and coaching, addressing conflicts and providing constructive resolutions
Provide feedback and side-by-side coaching as necessary
Report team members’ progress and identify training initiatives which supports performance standards, employee growth, and member satisfaction
Assist in program and process development, implementation, and communications
Monitor concurrent and retrospective calls to identify training needs; discuss findings with team members and provide direction and training
Review outcomes of member surveys; create and execute training initiatives addressing improvement areas
Create, develop, and maintain policy and procedure documentation
Handle and de-escalate member inquires in a calm and educational manner
Resolve difficult customer inquiries and coach staff regarding de-escalation techniques, time management and customer service skills
Assist management with quarterly and annual team goals
Conduct annual Performance evaluations, and one-on-ones with direct reports
Monitor team breaks & scheduling
Align with, and support MedOne’s Core Values