Team Lead, Patient Solutions - Specialty Pharmacy

AssistRx, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to protected characteristics.

About the role

The Team Lead engages with team members, program managers, and other departments to support operational activities, ensure efficient day-to-day operations, and provide program metrics for customer business review meetings.

Responsibilities

• Continuously monitor existing processes and analyze their effectiveness.
• Review service trends and collaborate on priorities and next steps to improve productivity and efficiencies within Patient Solutions.
• Utilize historical program and operational data to identify opportunities, trends, patterns, and behaviors; present recommendations on program enhancements, process changes, or service expansion.
• Prepare program reports reflecting actual performance against KPIs and SLAs.
• Monitor team workload to ensure timely completion of tasks.
• Review staffing model recommendations prior to presenting to leadership, ensuring best- and worst-case scenarios are included.
• Prepare periodic analysis on shift change request activity, including shift swaps, adjustments, PTO, and VTO 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 departmental policies and procedures.
• Additional responsibilities as needed based on department, program, and project requirements.

Requirements

• High school diploma or GED; one to three months of related experience/training or equivalent combination of education and experience.
• Previous work experience in Specialty Pharmacy or Customer Service.
• Five years of progressive healthcare business experience (SPP, hospitals, or insurance).
• Professional-level computer skills, including Microsoft Office, email, web-based applications, and keyboard proficiency.
• Experience working with Salesforce CRM platform.
• Strong written and verbal communication skills.
• Interpersonal skills to work with a wide range of culturally diverse individuals and groups.
• Problem-solving skills.
• College degree preferred, but not required.

Skills

• Attendance/Punctuality: 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 trust; works with integrity and ethically; upholds organizational values.
• Customer Service: Manages difficult or emotional customer situations; responds promptly to customer needs; solicits feedback to improve service; meets commitments.
• Dependability: Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time.
• Professionalism: Approaches others tactfully; reacts well under pressure; treats others with respect and consideration; 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; supports team success; builds morale and group commitments to goals.

Benefits

• Supportive, progressive, fast-paced environment.
• Competitive pay structure with a range of $23.00–$28.00 per hour.
• Matching 401(k) with immediate vesting.
• Medical, dental, vision, life, and short-term disability insurance.
• Preloaded PTO: 100 hours (12.5 days) 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.
• Opportunity to work from home after 120 days for eligible associates.
• Career growth through the Advance Gold program, promoting from within.
• $750 referral bonus for successful hires referred by employees.
• Recognition programs:
  • #TransformingLives Honor: Quarterly peer-to-peer award recognizing team members transforming patient lives.
  • Values Award: Quarterly award for individuals exhibiting core company values (Excellence, Winning, Respect, Inspiration, Teamwork).
  • Vision Award: Annual award for individuals going above and beyond to support the AssistRx vision.