Team Lead, Patient Solutions - Specialty Pharmacy
About The Position
The Team Lead is responsible for engaging with the team member(s), program managers and other departments within the organization to support all operational activities, ensure efficient day-to-day operations and provide ongoing program metrics for customer business review meetings. Continuous monitoring of existing processes and analyzing their effectiveness. Review service trends and collaborate on priorities and next steps to improve productivity and efficiencies within Patient Solutions. Utilizes historical program and operational data to identify opportunities, trends/patterns, and behaviors to present recommendations on program enhancements, process changes or areas to expand our service offerings. Prepares program reports reflecting actual performance against KPI s and SLA s Monitor team workload to ensure timely completion of tasks. Review the creation of staffing model recommendations prior to presenting to leadership to ensure leader is presented with best and worst-case scenarios. Prepare periodic analysis on shift change request activity which includes shift swaps, shift adjustments, PTO, and VTO by team members for leadership review. Ensure consistency of processes, optimization of workforce and achievement of performance metrics. Collaborate on the design, roll-out and maintenance of reward and recognition programs. Assist with the development of policies and procedures for the department. Additional responsibilities as needed based on department, program and project requirements.
Requirements
- High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
- Previous work experience in Specialty Pharmacy or Customer Service.
- 5 years of progressive health care business experience (SPP, hospitals, or insurance).
- Professional level skills in computer use, including Microsoft Office, email, web-based applications, and keyboard skills.
- Experience working with Salesforce CRM platform.
- Demonstrated strong written and verbal communication skills.
- Interpersonal skills to facilitate work with a wide range of individuals and groups from culturally diverse publics.
- Problem-solving skills.
Nice To Haves
- College degree is preferred.
Responsibilities
- Engage with team members, program managers, and other departments to support operational activities.
- Ensure efficient day-to-day operations and provide ongoing program metrics for customer business review meetings.
- Continuously monitor existing processes and analyze their effectiveness.
- Review service trends and collaborate on priorities and next steps to improve productivity and efficiencies within Patient Solutions.
- Utilize historical program and operational data to identify opportunities, trends/patterns, and behaviors to present recommendations on program enhancements, process changes or areas to expand service offerings.
- Prepare program reports reflecting actual performance against KPIs and SLAs.
- Monitor team workload to ensure timely completion of tasks.
- Review the creation of staffing model recommendations prior to presenting to leadership, ensuring best and worst-case scenarios are presented.
- Prepare periodic analysis on shift change request activity (shift swaps, adjustments, PTO, VTO) for leadership review.
- Ensure consistency of processes, optimization of workforce, and achievement of performance metrics.
- Collaborate on the design, roll-out, and maintenance of reward and recognition programs.
- Assist with the development of policies and procedures for the department.
- Undertake additional responsibilities as needed based on department, program, and project requirements.
Benefits
- Supportive, progressive, fast-paced environment
- Competitive pay structure
- Matching 401(k) with immediate vesting
- Medical, dental, vision, life, & short-term disability insurance
- Competitive Compensation: $23.00-$28.00 per hour pay range
- Preloaded PTO: 100 hours (12.5 days) PTO upon employment, increasing to 140 hours (17.5 days) upon anniversary.
- Tenure vacation bonus: $1,000 upon 3-year anniversary and $2,500 upon 5-year anniversary.
- Opportunity to work from home after 120 days
- Flexible and inclusive work culture that values work-life balance and diverse perspectives.
- Career Growth opportunities via the Advance Gold program
- Referral bonus: $750 if hired
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
