Program Team Leader

Asembia•Trevose, PA

About The Position

The Program Team Leader is responsible for the daily execution and management of program activities and for supporting assigned work specialists. The role works with internal and external team members to meet program key performance initiatives efficiently and on time. It combines high-volume call-center work with team workflow oversight, referral routing, quality monitoring, training, and coordination with pharmacies, patients, manufacturers, insurers, and internal contacts. The position supports daily operations across programs, including overseeing work when directors are unavailable. Success is measured by accurate and timely referral routing and reporting, strong customer service, and employee engagement. Empathetic servant leadership is expected. Work shifts are assigned as five 8-hour shifts within pharmacy operating hours: 8:00 a.m.–11:00 p.m. EST Monday through Friday and 8:00 a.m.–8:00 p.m. EST Saturday and Sunday. Work outside core business hours and some travel may be required.

Requirements

High school diploma or GED equivalent.
New Jersey office: Registration with the State of New Jersey Board of Pharmacy as a Pharmacy Technician and successful completion of the ASPN Pharmacies New Jersey Policies and Procedures Assessment.
Nevada office: Nevada Pharmacy Technician License. A Nevada State Board of Pharmacy Technician Trainee License is permitted only for internal candidates working toward a Nevada Pharmacy Technician license.
Arizona office: Pharmacy Technician License requiring national certification by PTCB or ExCPT, or an Arizona State Board of Pharmacy Technician Trainee License.
Pennsylvania office: Pennsylvania Pharmacy Technician License.
Remote workers: Registration as a Pharmacy Technician with both their home-state Board of Pharmacy and the Board of Pharmacy in the state where their assigned office is located.
Strong knowledge of pharmacy operations, standard operating procedures, data integrity requirements, quality control and quality assurance practices, and related knowledge tools.
Proficiency with Microsoft Word, Excel, Outlook, and other business systems required for daily operations.
Ability to motivate, train, mentor, and coach team members; foster teamwork; set goals; and support conflict resolution.
Strong relationship-building skills and effective communication with patients, prescribers, pharmacies, payers, internal teams, and pharmaceutical manufacturer partners.
General knowledge of pharmacy laws, practices, procedures, insurance processes, and third-party billing systems.
Ability to prioritize competing responsibilities, manage multiple tasks, and work effectively in a fast-paced environment.
Excellent verbal and written communication skills.
Ability to work independently and collaboratively as part of a team.
Ability to maintain confidentiality and safeguard protected health information.
Ability to support daily operations, allocate tasks, monitor performance, and resolve complex patient access barriers in a timely manner.
Strong understanding of healthcare regulations, compliance requirements, HIPAA, medical terminology, and adverse event reporting procedures.
Ability to travel as required.
Professional demeanor and courteous attitude when interacting with individuals at all levels.
Reliable and consistent attendance and schedule adherence.

Nice To Haves

Bachelor’s degree in healthcare administration, business, nursing, or a related scientific field.
Three to eight or more years of pharmacy, patient support center, call-center hub, or customer-service experience.
Previous supervisory, lead, or management experience.
Knowledge of ASPN network capabilities.

Responsibilities

Perform effectively in a high-volume call-center environment, balancing efficient call handling with accurate, empathetic customer service.
Receive and effectively route program referrals and prescriptions.
Manage exception reporting.
Manage the team’s daily tasks, direct workflow, and assign work as needed.
Answer team members’ questions, help resolve problems, and oversee work quality and compliance with guidelines.
Develop contacts within member pharmacies to maintain current referral status for all programs.
Maintain tracking documents and cross-check them for accuracy against the platform.
Provide weekly or monthly referral-status updates to manufacturers as required.
Monitor team quality and performance and provide effective feedback that improves behavior and results.
Work with programmers as needed to address system difficulties.
Communicate with internal contacts, manufacturers, insurance companies, pharmacies, and patients to achieve program goals.
Attend manufacturer meetings to support ongoing program development.
Hold engaging one-on-one meetings with team members.
Train and retrain team members, identify training needs, and provide coaching.
Oversee program operations and manage work when directors are unavailable.
Manage attendance and tardiness.
Monitor phone systems and queues to ensure phone lines are covered throughout the day.
Identify potential training gaps and escalate them to site leadership.
Alert site leadership to potential staff performance or behavioral matters.
Build effective rapport with employees, clients, physicians, pharmacies, and other stakeholders.
Follow physical, administrative, and technical safeguards and comply with HIPAA requirements.
Adhere to company policies and procedures and maintain reliable attendance and schedule adherence.
Maintain a professional demeanor, respectful communication, punctuality, composure, and accountability.
Travel as required and perform other duties as assigned.