Team Lead, Patient Solutions - Specialty Pharmacy
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 Team Lead will continuously monitor existing processes, analyze their effectiveness, and review service trends. They will collaborate on priorities and next steps to improve productivity and efficiencies within Patient Solutions. Utilizing historical program and operational data, the Team Lead will identify opportunities, trends, patterns, and behaviors to present recommendations on program enhancements, process changes, or areas to expand service offerings. This role also involves preparing program reports reflecting actual performance against KPIs and SLAs, monitoring team workload to ensure timely task completion, and reviewing the creation of staffing model recommendations. Additionally, the Team Lead will prepare periodic analysis on shift change request activity and ensure consistency of processes, optimization of workforce, and achievement of performance metrics. Collaboration on the design, roll-out, and maintenance of reward and recognition programs, as well as assisting with the development of policies and procedures for the department, are also key responsibilities. Additional responsibilities may be assigned 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 but not limited to 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.
- Prepare periodic analysis on shift change request activity (shift swaps, shift adjustments, PTO, and 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
- Matching 401(k) with immediate vesting
- Medical, dental, vision, life, & short-term disability insurance
- 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.
- Referral bonus: $750
- Advance Gold program for career growth and development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
