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
- Competitive pay structure
- Matching 401(k) with immediate vesting
- Medical, dental, vision, life, & short-term disability insurance
- Why Choose AssistRx:
- Competitive Compensation: 19.00-21.00 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 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!
- 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 who has gone above and beyond to support the AssistRx vision to transform lives through access to therapy
- 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
