In addition to the responsibilities of a Patient Access Specialist, this role is responsible for leading the daily tasks associated with the Program's Support Team and for ensuring a service-oriented and professional working environment. This role is responsible for accepting ownership for organizational goals, and for assisting with the development, training and mentorship of associates.
The Team Lead regularly provides support to Program Leadership in order to effectively maintain program operations and goals.
Responsibilities:
- Handle escalated calls, complaints, questions, and queries as necessary
- 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
- 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
Benefits
- Supportive, progressive, fast-paced environment
- Competitive pay structure
- Matching 401(k) with immediate vesting
- Medical, dental, vision, life, & short-term disability insurance
AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.
All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.
AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire
