[Hiring] Personal Care Specialist Team Lead @Cencora

Role Description

The Personal Care Specialist Team Lead supports the daily operations of the Personal Care Specialist team working under the direction of a District Manager. The PCS Team Lead is responsible for the day-to-day coordination of team activities, operational efficiency, and serves as a resource and coach for team members. This role is designed to optimize team expertise, relieve complexities for District Managers managing multiple functions, and provide ongoing support to a growing and evolving PCS team.

• Ensure team is online, available, and schedules are adhered to
• Distribute tasks and facilitate rapid issue/escalation resolution
• Respond to team questions and escalations related to operations, copay, and FOC requests
• Monitor operational KPIs (call wait times, task delays, queue management, etc.)
• Manage coaching and performance development (run team meetings, 1:1s, performance gap interventions)
• Auditing responsibilities (AE audits, Genesys audits)
• Collaborate with District Manager on hiring, engagement, and resource optimization
• Provide direction and guidance to team members
• Assist in holiday/vacation management as requested by District Manager
• Monitor and manage records (BioScript spreadsheet, task lists)
• Facilitate sharing of best practices and find efficiencies in daily processes
• Report issues and challenges to District Manager
• Support operational transitions and new initiatives
• Coordinate overall engagement and team morale

Qualifications

• Minimum 3 years experience as a Personal Care Specialist or relevant patient support/case management experience
• Recognized expertise and respected by peers within PCS function
• Experience in operational and team coordination preferred
• Proven ability to manage stressful situations and multitask
• Solution-oriented mindset and resourcefulness
• Excellent interpersonal and communication skills
• Track record of coaching/mentoring others
• Available to work within assigned region
• Background in healthcare operations, customer service, or clinical support is an asset

Requirements

• Strong organizational skills and attention to detail
• Effective time management and ability to set priorities
• Ability to analyze operational challenges and suggest improvements
• Strong customer focus and team engagement skills
• Proven problem-solving and critical thinking abilities
• Ability to communicate clearly both orally and in writing
• Ability to work collaboratively with DMs and other teams
• Commitment to upholding and optimizing PCS team best practices

Benefits

• Compensation, benefits, and resources that enable a highly inclusive culture
• Medical, dental, and vision care
• Comprehensive suite of benefits focusing on physical, emotional, financial, and social wellness
• Support for working families (backup dependent care, adoption assistance, infertility coverage, family building support)
• Behavioral health solutions, paid parental leave, and paid caregiver leave
• Variety of training programs, professional development resources, and mentorship opportunities
• Participation in employee resource groups and volunteer activities