Team Lead, Patient Solutions - Specialty Pharmacy

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

COMPETENCIES:

• 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.

Benefits

• Supportive, progressive, fast-paced environment
• Com