Pharmacy Account Coordinator Team Lead

IMA Financial Group•Salt Lake City, UT

2d•Onsite

About The Position

This role supports and demonstrates IMA’s core values, including a commitment to diversity, equity, and inclusion. The Pharmacy Account Coordinator Team Lead will be responsible for responding to patient inquiries via phone, voicemail, text, and email, assisting them with various pharmacy programs. They will work closely with Account Managers to execute client strategies and provide exceptional customer service to streamline the manufacturer assistance process and enrollment in international shipping. The position involves assisting patients with forms and applications, tracking their status, and ensuring member engagement. A significant part of the role includes working with Excel spreadsheets for data analysis and reporting, and communicating effectively with patients, healthcare providers, and third-party representatives. The Team Lead will also manage a team of Pharmacy Account Coordinators, overseeing their work, providing clear expectations, conducting performance evaluations, and establishing streamlined workflows. This role involves strategizing with the Account Management lead, collaborating with the Director of Pharmacy and Account Executives on new client implementations, participating in the hiring process, and serving as a mentor and coach to the team.

Requirements

Experience in Insurance or Pharmacy 5-8 years
Pharmacy tech preferred or experience in a retail pharmacy or health care field.
Ability to communicate effectively both orally and in writing.
Ability to build productive internal/external working relationships.
Strong interpersonal skills.
Strong organizational skills; attention to detail.
General knowledge of pharmacy benefits.
Ability to proficiently use Microsoft Excel, Outlook and Word.
Ability and initiative to work independently or as a team member.
Ability to problem solve.
Strong time management skills.
Customer satisfaction focused.

Responsibilities

Supports and demonstrates IMA’s core values.
Values and understands the importance of diversity, equity, and inclusion among all IMA associates.
Responds to phone calls, voicemails, texts and group IMA email to answer questions and assist patients.
Works with Account Managers to execute strategy for clients and patients.
Provide exceptional customer service, streamlining the manufacturer assistance process or enrolling in international shipping, ensuring a seamless transition over to our pharmacy programs.
Provides assistance to patients to complete and submit all necessary forms and program applications; tracks and follows up on status of applications and ensures member engagement.
Frequently works in Excel spreadsheets to create and analyze enrollment, use and revenue tracking.
Communicates effectively with patients, healthcare providers, and third party representatives.
Maintains frequent phone contact with provider representatives, third party customer service representatives, and pharmacy staff.
Will be client facing and presenting on essential functions performed by pharmacy coordinators.
Manages a team of Pharmacy Account Coordinators: Coordinates and manages the overall work and projects of assigned associates, providing clear communication of expectations, established timeframes, regular progress updates, and annual performance evaluations.
Leads and establishes streamlined work flow processes for coordinators.
Strategizes with Account Management lead to better service the client/member relationship.
Works closely with Director of Pharmacy and Account Executives on implementation of new clients.
Participates in the hiring process for direct reports as well as additional department hires as needed.
Serve as a mentor and coach for members of the team as needed.