[Hiring] Team Lead, Patient Support @Caretria

Role Description

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.

Qualifications

• 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.

Requirements

• Lead team or group performance to meet or exceed daily, weekly, monthly goals established by Pharmacy Leadership team.
• Participate in training, monitoring and coaching team members daily.
• 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, written and oral communication across multiple departments.

Benefits

• Access to health, dental, and vision insurance.
• Retirement plan options.
• Paid time off.
• Paid parental leave.
• Employee assistance programs.
• Performance bonuses for eligible employees.
• Other perks.

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 investigation reports for management review.
• Working knowledge of current Good Documentation Practices, and Good Distribution Practices.
• Able to use Microsoft Excel and Word at the following levels:
• Word – low-Intermediate Level: Sufficient to perform daily word processing tasks, such as producing routine letters, memorandums, and informal reports.
• Excel – low-Intermediate Level: 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.

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.