Team Lead, Patient Support

Overview:

YOUR PASSION, ACTIONS & FOCUS is our Strength

Become one of our Contributors

Join the KnipperHEALTH Team!

The Team Lead, Patient Support would have the responsibility to monitor team activity and effectiveness, manage queues in the Call Center Software as unexpected increases/decreases in volumes dictate, update FAQs as required, handle escalations, expedite tickets issued by the teams, assist in training

Responsibilities:

KEY RESPONSIBILITIES:

• Lead team or group performance to meet or exceed daily, weekly, monthly goals established by Pharmacy Leadership team.
• Participate in training, daily monitoring and coaching of team members.
• Motivate and encourage agents through positive communication and feedback.
• Assist and provide guidance to staff for handling call escalations.
• Provide administrative support to the department Supervisor and/or support staff relative to department.
• Troubleshoot problems until resolved.
• Schedule employees, report and maintain files.
• Use the time reporting system; signing and reporting all exception time on a weekly basis.
• Complete other administrative tasks in a timely manner.
• Perform responsibilities in a professional manner, meeting Company mission and goals.
• Effective and written and oral communication across multiple departments.

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications:

MINIMUM JOB REQUIREMENTS:

• High School Diploma
• Ability to read, write, speak and understand the English language.
• Prior experience in training, lead roles, or supervisory experience within a contact center or customer facing environment

• Nationally certified through the PTCB or another approved certifying agency
• Experience with drug reimbursement issues and claim adjudication process
• Experience with insurance benefits investigations; knowledge of U.S. Private and Government payers
• Experience with HIPAA, PDMA, cGMP adverse events

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent written and verbal communication skills.
• Excellent analytical, problem solving and decision-making skills.
• Ability to accept changing workflows and unexpected demands requiring flexibility.
• Ability to work under pressure and appropriately prioritize responsibilities.
• Ability to work independently with minimal supervision.
• Ability to develop collaborative working relationships.
• Ability to prepare and write investigational reports for management review.
• Working knowledge of current including Good Documentation Practices, and Good Distribution Practices.
• Able to use Microsoft Excel and Word at the following levels:
• Word – low-Intermediate Level: This level of skills is sufficient to perform daily word processing tasks, such as, producing routine letters, memorandums, and informal reports. A person with this level of skills is able to use basic formatting, editing, printing functions and understands the document page setup. Should also be knowledgeable of “Mail Merge” functions for creating labels, envelops and letters by merging information from data sources, and should be able to create custom forms.
• Excel – low-Intermediate Level: Should be able to execute simple formulas, utilize pivot tables, sort, and analyze data to compile reports and present data to management.
• Proficient in use of computers and ability to learn internal software programs.
• Ability to use a calculator to perform basic math functions and understands the concept of same including: add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; compute ratio, rate and percent.

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Constant use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms
• Sit for prolonged periods of time
• Occasionally stoop, kneel, and crouch
• Occasionally lift, carry, and move up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.