Member Services Team Lead – Medication Access & Support Programs

Jobtailor; Deutschland; Vor Ort; EUR 45.000 - 65.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a dedicated healthcare support lead to manage real-time execution across chat and phone queues. You will monitor queue health, provide coaching on prioritization, and conduct quality reviews to ensure high standards.

You will also support onboarding and act as the first line escalation point for pharmacy and insurance issues. Ideal candidates have 2–4 years of healthcare support experience, strong communication, and familiarity with Zendesk.

Qualifikationen

• 2–4 years of experience in healthcare support, pharmacy operations, insurance navigation, or related fields.
• Experience coaching, mentoring, or acting as a senior/lead in frontline environments.
• Strong understanding of pharmacy workflows and insurance concepts.
• Fluency in Spanish or another commonly spoken member language.

Aufgaben

• Own real time execution during shifts across chat and phone queues.
• Monitor queue health, coverage, and workload distribution to ensure timely responses.
• Provide real time coaching on judgment calls and prioritization.
• Conduct quality reviews and deliver actionable feedback.
• Support onboarding and ramping of new hires.
• Escalate pharmacy and insurance issues and resolve routing questions.

Kenntnisse

Coaching

Communication

Team Leadership

Escalations

Tools

Zendesk

Jobbeschreibung

Responsibilities

• Own real time execution during assigned shifts across chat and phone queues.
• Monitor queue health, coverage, and workload distribution to ensure timely responses.
• Step in directly to handle complex cases or volume spikes as needed.
• Serve as day to day support for a team of Member Services Associates.
• Provide real time coaching on judgment calls, prioritization, and handling ambiguous cases where no clear script exists.
• Conduct quality reviews and deliver clear, actionable feedback.
• Support onboarding and ramping of new hires.
• Act as the first line escalation point for pharmacy and insurance issues including missing information, coverage rejects, routing questions, and fulfillment delays.
• Partner with internal teams to resolve escalated member issues while maintaining non clinical boundaries.
• Ensure appropriate handling and escalation of safety concerns or sensitive disclosures.
• Ensure consistent execution of SOPs, scripts, and workflows.
• Identify breakdowns in workflows and flag patterns or risks to leadership.
• Help test, roll out, and reinforce new workflows, macros, or tooling changes.
• Support team performance across response time, resolution quality, and member satisfaction.

Core Competencies

Demonstrates expertise in healthcare support and pharmacy operations, with a strong focus on coaching and mentoring team members. Proficient in managing escalations and ensuring adherence to workflows and quality standards.

Requirements

• 2–4 years of experience in healthcare support, pharmacy operations, insurance navigation, or related fields.
• Prior experience coaching, mentoring, or acting as a senior or lead in a frontline environment.
• Strong understanding of pharmacy workflows, insurance coverage concepts, and medication access processes.
• Comfort handling escalations and emotionally charged member situations.
• Strong written and verbal communication skills.
• Ability to balance hands-on work with people leadership.
• Experience supporting specialty or high demand medications.
• Experience with Zendesk highly preferred or other CX tools.
• Familiarity with QA frameworks and support performance metrics.
• Experience helping teams adopt new tools or workflows.
• Fluency in Spanish or another commonly spoken member language.