Team Lead, Patient Solutions - Specialty Pharmacy

AssistRx • Maitland, FL

3d • $19 - $21 • Hybrid

About The Position

The Team Lead is responsible for engaging with team members, program managers, and other departments within the organization to support all operational activities. This role ensures efficient day-to-day operations and provides ongoing program metrics for customer business review meetings. The position involves continuous monitoring of existing processes, analyzing their effectiveness, and reviewing service trends. Collaboration on priorities and next steps to improve productivity and efficiencies within Patient Solutions is key. The Team Lead 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 service offerings. This role also prepares program reports reflecting actual performance against KPIs and SLAs, monitors team workload to ensure timely completion of tasks, and reviews the creation of staffing model recommendations before presenting them to leadership, ensuring both best-case and worst-case scenarios are considered. Additionally, the Team Lead prepares periodic analysis on shift change request activity, including shift swaps, adjustments, PTO, and VTO, for leadership review. The role ensures consistency of processes, optimization of workforce, and achievement of performance metrics, and collaborates on the design, roll-out, and maintenance of reward and recognition programs. Assistance with the development of policies and procedures for the department is also required, along with 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.
• Must be able to verify identity and eligibility to work in the United States and complete required employment eligibility verification.
• Sponsorship and/or work authorization is not available for this position.

Nice To Haves

• Second language – Spanish preferred.
• 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.
• 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.
• Perform additional responsibilities as needed based on department, program, and project requirements.

Benefits

• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance
• Success Bonus up to $1,500 for qualified employees within the first 5 months of employment.
• 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.
• Referral bonus of $750 if hired.
• Awards programs: #TransformingLives Honor, Values Award, Vision Award.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED