Position: Program Team Leader
Department: Patient Support Center / Call Center
Reports To: Patient Support Center Supervisor
FLSA: Non-Exempt
Regular work shifts may vary: The Pharmacies operating hours are 8:00 am – 11:00 pm EST Monday through Friday, and Saturday through Sunday 8:00 am - 8:00 pm EST.
At our discretion five 8-hour shifts will be assigned during any of the pharmacy operating hours.
Primary Function
The incumbent is responsible for the daily execution and management of all daily activities as well as providing assigned work specialists. The Team Lead will work with internal and external team members to meet daily program Key Program Initiatives (KPI’s) in a timely and efficient manner.
Job Scope And Major Responsibilities
- Effectively perform in a high-volume call center hub requiring a blend of soft skills (patience, empathy/compassion, active listening, problem solving) and technical/process skills (mastery of tools, knowledge base, adherence to SOPs, efficient multitasking, problem-solving) to handle numerous calls quickly and accurately, use available resources like knowledge bases, and maintain quality through focused communication and efficient workflow, ensuring quick resolutions while balancing speed with customer satisfaction.
- Receive and effectively route program referrals/prescriptions.
- Managing Exception Reporting.
- Effectively manage the team to accomplish daily tasks. Direct workflow and assignments as needed
- Answers team member questions, help with team member problems, and oversees team member work for quality and guideline compliance
- Develop contacts within each member pharmacy in order to maintain most current status on referrals for all programs.
- Maintain tracking document and crosscheck to ensure platform/tracking document accuracy.
- Provide weekly/monthly updates to manufacturer regarding referral status as required.
- Monitor quality and performance of the team and demonstrate the ability to provide feedback in an effective manner that drives change in behavior and results
- Receive and effectively route program “referrals” (prescriptions)
- Interface with programmers as needed to address any system difficulties
- Communicate with internal contacts, manufacturers, insurance companies, pharmacies and patients to achieve program goals.
- Attend manufacturer meetings to support ongoing program development.
- Hold engaging one on ones with team members.
- Effectively train or re-train team members. Identify training needs and provide coaching.
- Oversight on operations of all programs and management of work when directors not available.
- Manage attendance and tardiness.
- Monitor phone systems and queues to ensure all phone lines are covered throughout the day.
- Identify potential training gaps, escalating these to site leadership.
- Alert site leadership to any potential staff matters, including performance or behavioral issues.
- Establish effective rapport with other employees, clients, physicians, pharmacies and clients.
- Adheres at all times to physical, administrative and technical safeguards related to core business when executing job functions.
- Attendance and schedule adherence is critical.
- Adhering to company policies and procedures.
- Possess a professional demeanor, focused on respectful communication, a positive and reliable attitude, and responsible behavior. This includes dressing appropriately, being punctual, maintaining composure, and demonstrating accountability for your actions.
- Working outside of core business hours may be required.
- Some travel may be required.
- Other duties as assigned.
- Compliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended (“HIPAA”).
Performance Criteria
Success is defined by accurate and timely routing of referrals and reporting as well high levels of customer service. A high level of employee engagement is critical. Empathetic servant leadership is expected of the Program Manager Team Lead.
Required Qualifications
New Jersey Office ONLY:
- Must be registered with the State of New Jersey Board of Pharmacy as a Pharmacy Technician.
Nevada Office ONLY
- Must have Nevada Pharmacy Technician License. Technician Trainee License, issued by the Nevada State Board of Pharmacy is permitted only for internal candidates striving to obtain their Nevada Pharmacy Technician license.
Arizona Office ONLY
- Pharmacy Technician License (requires national certification by PTCB or ExCPT), or Technician Trainee License, issued by the Arizona State Board of Pharmacy.
Pennsylvania Office ONLY
- All onsite employees must have PA Pharmacy Technician License.
ALL LOCATIONS:
- High school diploma or GED equivalent.
- Deep knowledge of SOPs, pharmaceutical operations (QC/QA, Manufacturing, Development), data integrity, and knowledge tools .
- 3-5 years pharmacy/patient support center experience
- Proficient in MS Word, Excel, and Outlook
- Some previous management experience preferred.
- Ability to motivate, train, mentor, foster teamwork, set goals, and conflict resolution.
- Knowledge of ASPN network capabilities is also preferred
- Previous work experience in a call center HUB environment or customer service role preferred
- Strong relationship building
- General knowledge of pharmacy laws, practices, and procedures
- Understanding of insurance and third-party billing systems
- Skilled to prioritize and work in a fast-paced environment
- Individual must possess exemplary communication, organization and time management skills
- Capability of working independently and as a member of a team
- Ability to preserve confidentiality of protected health information (PHI)
- Ability to lead daily operations, task allocation, and performance monitoring
- Possess a deep understanding of healthcare regulations, compliance (such as HIPAA), medical terminology, and adverse event reporting procedures is a must.
- Must be able to travel when required.
- Possess and maintain professional demeanor and courteous attitude at all levels.
- Reliable and consistent attendance and schedule adherence are required.
Asembia is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws .
Monday through Friday 11:30am - 8:00pm EST
