Team Lead, Patient Solutions - Specialty Pharmacy

Overview

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 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.

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

• 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.

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance

• Competitive Compensation:  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…