Program Team Leader

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.
• Manage Exception Reporting.
• Effectively manage the team to accomplish daily tasks. Direct workflow and assignments as needed.
• Answer team member questions, help with team member problems, and oversee team member work for quality and guideline compliance.
• Maintain 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.
• 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.

Required Minimum Qualifications

• New Jersey Office ONLY: Must be registered with the State of New Jersey Board of Pharmacy as a Pharmacy Technician. Must successfully complete the ASPN Pharmacies New Jersey Policies and Procedures: Assessment.
• 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.
• AZ Office ONLY Pharmacy Technician License (requires national certification by PTCB or ExCPT), or Technician Trainee License, issued by the Arizona State Board of Pharmacy.
• PA Office ONLY Must have Pennsylvania Pharmacy Technician License.
• Remote Workers Must be registered as a Pharmacy Technician with both their home state Board of Pharmacy and the Board of Pharmacy in the state where their assigned office is located.
• 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).
• 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.