Team Lead, Patient Solutions - Specialty Pharmacy

AssistRx•Maitland, FL

1d•$19 - $21

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 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.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Nice To Haves

Second language – Spanish preferred.
College degree is preferred, but high school diploma or equivalent is accepted.

Responsibilities

Engaging with team members, program managers, and other departments to support operational activities.
Ensuring efficient day-to-day operations.
Providing ongoing program metrics for customer business review meetings.
Monitoring existing processes and analyzing their effectiveness.
Reviewing service trends and collaborating on priorities to improve productivity and efficiencies.
Utilizing historical program and operational data to identify opportunities and trends.
Preparing program reports reflecting actual performance against KPIs and SLAs.
Monitoring team workload to ensure timely completion of tasks.
Reviewing staffing model recommendations.
Preparing periodic analysis on shift change request activity.
Ensuring consistency of processes, optimization of workforce, and achievement of performance metrics.
Collaborating on the design, roll-out, and maintenance of reward and recognition programs.
Assisting with the development of policies and procedures for the department.
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: 19.00-21.00 per hour starting pay rate
Earn a “Success Bonus” up to $1,500: for qualified employees within your 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.
Impactful Work : Join a team that is at the forefront of revolutionizing healthcare by improving patient access to essential medications.
Flexible Culture: Many associates earn the opportunity to work from home after 120 days. Enjoy a flexible and inclusive work culture that values work-life balance and diverse perspectives.
Career Growth: We prioritize a “promote from within mentality”. We invest in our employees' growth and development via our Advance Gold program, offering opportunities to expand skill sets and advance within the organization.
Innovation: Contribute to the development of groundbreaking solutions that address complex challenges in the healthcare industry.
Collaborative Environment: Work alongside talented professionals who are dedicated to collaboration, learning, and pushing the boundaries of what's possible.
Tell your friends about us! If hired, receive a $750 referral bonus!