Team Lead, Patient Support Services

Overview :

YOUR PASSION, ACTIONS & FOCUS is our Strength

Become one of our Contributors

Join the KnipperHEALTH Team!

Summary

Problem solving skills are essential.

Responsibilities:

• Answer inbound phone calls in a prompt, courteous and professional manner ensuring compliance with state and federal regulations
• Ensure answering inbound calls when queues are high. Focus on the smaller call centers first.
• Assist with training and development
• Assists staff with their questions and problems
• Able to clearly identify problem, analyze situation and rectify patient’s concerns using established procedures
• Provide daily / weekly / monthly reporting to Management
• Handle difficulties, obstacles, and challenges by resolving matters in an effective and patient manner
• Provide floor support
• Monitor chat/e-mail questions and assistance in requests
• Communicate and follow up in a timely manner
• Complete 1:1 Meetings according to directions and timelines set out by management
• Provide support to pharmacy through the completion of tasks including but not limited to: enrollment updates, processing payments and releasing orders, updating patient demographics, and written and verbal communication with pharmacy staff to ensure completion of prescription orders
• Crosstrain in all PSS functionality and display proficiency
• Additional duties as assigned

• Positive attitude with excellent customer service mindset, working in a way that demonstrates a commitment to incredible service
• Ability to handle multiple activities or interruptions at once
• Ability to perform repetitious work accurately
• Focused team player, who can work in conjunction with pharmacists, pharmacy technicians, other departments, customers, and management
• Work independently with little supervision and meet daily deadlines
• Able to work under pressure; ability to multi-task; strong attention to detail
• Creative problem solver and effective with conflict resolution
• Computer proficiency to navigate required databases and operate in required software packages
• Excellent communication skills, both written and verbal
• Strong interpersonal skills
• Interested in working with people with a strong desire to resolve problems
• Ability to work flexible hours as needed
• Ability to sit at computer using phone and headset for length of shift (with breaks and lunch away from desk)
• Strong skills in the use of good judgement and best practices

Qualifications:

• This position requires a high school diploma or equivalent. Having post high school or specialized training is a plus.
• Candidates should have six months of call center experience and six months of administrative duties experience.
• Candidates with pharmacy or medical experience are desired.
• Candidates must be familiar with Microsoft Word, Excel and Outlook.
• Preferred 6 months PSS experience.

Work Environment / Physical Demands

May have occasional high stress when dealing with customers/clients.

EOE M/F/D/V