Team Lead, Patient Support

Knipper HEALTH

About The Position

YOUR PASSION, ACTIONS & FOCUS is our Strength Become one of our Contributors Join the KnipperHEALTH Team! The Team Lead, Patient Support would have the responsibility to monitor team activity and effectiveness, manage queues in the Call Center Software as unexpected increases/decreases in volumes dictate, update FAQs as required, handle escalations, expedite tickets issued by the teams, assist in training

Requirements

High School Diploma
Ability to read, write, speak and understand the English language.
Prior experience in training, lead roles, or supervisory experience within a contact center or customer facing environment
Excellent written and verbal communication skills.
Excellent analytical, problem solving and decision-making skills.
Ability to accept changing workflows and unexpected demands requiring flexibility.
Ability to work under pressure and appropriately prioritize responsibilities.
Ability to work independently with minimal supervision.
Ability to develop collaborative working relationships.
Ability to prepare and write investigational reports for management review.
Working knowledge of current including Good Documentation Practices, and Good Distribution Practices.
Able to use Microsoft Excel and Word at the following levels:
Word – low-Intermediate Level: This level of skills is sufficient to perform daily word processing tasks, such as, producing routine letters, memorandums, and informal reports. A person with this level of skills is able to use basic formatting, editing, printing functions and understands the document page setup. Should also be knowledgeable of “Mail Merge” functions for creating labels, envelops and letters by merging information from data sources, and should be able to create custom forms.
Excel – low-Intermediate Level: Should be able to execute simple formulas, utilize pivot tables, sort, and analyze data to compile reports and present data to management.
Proficient in use of computers and ability to learn internal software programs.
Ability to use a calculator to perform basic math functions and understands the concept of same including: add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; compute ratio, rate and percent.

Nice To Haves

Nationally certified through the PTCB or another approved certifying agency
Experience with drug reimbursement issues and claim adjudication process
Experience with insurance benefits investigations; knowledge of U.S. Private and Government payers
Experience with HIPAA, PDMA, cGMP adverse events

Responsibilities

Lead team or group performance to meet or exceed daily, weekly, monthly goals established by Pharmacy Leadership team.
Participate in training, daily monitoring and coaching of team members.
Motivate and encourage agents through positive communication and feedback.
Assist and provide guidance to staff for handling call escalations.
Provide administrative support to the department Supervisor and/or support staff relative to department.
Troubleshoot problems until resolved.
Schedule employees, report and maintain files.
Use the time reporting system; signing and reporting all exception time on a weekly basis.
Complete other administrative tasks in a timely manner.
Perform responsibilities in a professional manner, meeting Company mission and goals.
Effective and written and oral communication across multiple departments.