Site Lead - Specialty Pharmacy Call Center

Primary Responsibilities:

• Flex into any program that requires assistance in any role
• Identify SME’s and Leads for each program and assist to achieve career path
• Understand all program roles and work instructions for each program you're assigned
• Assist with providing feedback Set priorities for the team to ensure task completion and performance goals are met
• Coordinate work activities with other supervisors, managers, departments
• Identify and resolve operational problems using defined processes, expertise and judgment
• Serve as a resource for all call and claim questions for each program assigned
• Conduct ongoing training as needed, both in group setting and with individuals
• Ensure quality customer service for internal and external customers with focus on needs identification, problem solving and partnering with billing and eligibility specialists
• Monitor delegated customer service issues to ensure timely and accurate resolution
• Use appropriate communication techniques when responding to customers, particularly in stressful situations
• Inform and educate new customers regarding billing / invoicing set up and billing / payment procedures
• Place outgoing phone calls to complete follow - up for any tasks per program requests as necessary

Requirements

Required Qualifications:

• 1+ year of leadership experience (Training, Subject Matter Expert, Related experience)
• 3+ years of customer service experience analyzing and solving customer problems OR 3+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
• Ability to master multiple programs work instructions and work as CSR or BI when required
• Availability to work varying shifts (weekdays and weekends) with hours anywhere from 6 am to as late as 8 pm
• Experience with Microsoft Office applications: Microsoft Word, Microsoft Excel and Microsoft Outlook, which includes the ability to create, modify, edit and send documents, spreadsheets and emails.

Preferred Qualifications:

• 2+ years of customer service experience
• Ability to multi - task including ability to understand multiple products and multiple levels of benefits within each product
• Demonstrated ability in customer service problem resolution and relationship building

Benefits

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance
• Why Choose AssistRx:
• Competitive Compensation: 23.00-27.00 per hour starting pay rate
• 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!
• Wondering how we recognize our employees for delivering best in class results? Here are some of the awards that our employees receive throughout the year!
• #TransformingLives Honor: This quarterly award program is a peer to peer honor that recognizes and highlights some of the amazing ways that our team members are transforming lives for patients on a daily basis.
• Values Award: This quarterly award program recognizes individuals who exhibit one, or many, of our core company values; Excellence, Winning, Respect, Inspiration, and Teamwork.
• Vision Award: This annual award program recognizes an individual wh