Customer Care Team Lead

WellDyne; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

WellDyne is seeking a Customer Care Team Lead to provide real-time operational support to MCCP advocates and manage escalations. You will coordinate complex member issues, guide senior peers, and ensure quality and process adherence across the team.

The role emphasizes coaching, cross-functional collaboration, and maintaining service levels while supporting a productive, respectful work environment.

Qualifications

• High School Diploma required.
• Post High School education or specialized training a plus.
• Demonstrated success in an advanced or senior customer care/member services role preferred.
• One plus years’ experience in a customer service contact center environment required.
• PBM, pharmacy, healthcare, or related industry experience desired.
• Demonstrated knowledge of MCCP processes, workflows, systems, and escalation procedures preferred.
• Previous experience supporting complex cases, escalations, peer development, training, or floor support preferred.

Responsibilities

• Provide real-time floor and operational support to MCCP advocates, serving as a primary resource for process questions, complex cases, and issue resolution.
• Perform and provide guidance on responsibilities assigned to senior or advanced-level advocates.
• Own or coordinate escalated member issues and complaints, ensuring accurate documentation, appropriate follow-up, and timely resolution.
• Research and assist with complex member inquiries, tickets, account-related issues, and other operational work requiring advanced support.
• Coach associates and reinforce established quality, documentation, productivity, customer service, and process expectations.
• Support queue monitoring and workload distribution to help maintain service levels and operational continuity.
• Assist with inbound and outbound calls, tickets, and other operational work based on volume and business needs.
• Provide clear and accurate guidance using approved procedures, job aids, and available resources.
• Partner with Operations, IT, Quality, Training, Client Services, and other support teams to resolve issues requiring cross-functional assistance.
• Identify recurring member concerns, operational trends, and process gaps and communicate opportunities for improvement to leadership.
• Support new-hire development, cross-training, nesting, ongoing knowledge reinforcement, and implementation of process or workflow changes.
• Build effective working relationships and demonstrate sound judgment, professionalism, and appropriate escalation when handling difficult member or operational situations.

Skills

Customer service leadership

Problem-solving

Communication

Coaching

Escalation management

Documentation

Team leadership

Operations support

Education

High School Diploma

Post-secondary education or training

Pharmacy/Healthcare exposure

Tools

MCCP processes

Customer care systems

Job description

At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable.

Our Vision:

Powering better health through pharmacy care driven by tech, trust and heart

Our Mission:

To deliver pharmacy care where access is effortless, care is affordable and patients come first.

Summary

This is a critical position requiring excellent customer service, leadership, problem-solving, and communication skills. The Customer Care Team Lead provides day-to-day operational support to advocates while serving as a knowledgeable resource for complex member issues, escalations, processes, and workflows.

The Team Lead is expected to support frontline operations by providing real-time assistance, coordinating escalated member issues, reinforcing processes and quality expectations, and helping ensure members receive accurate and timely resolutions.

This position requires strong knowledge of MCCP processes and the ability to perform and provide guidance on advanced operational responsibilities. The Team Lead works closely with leadership and cross-functional partners to identify process gaps, resolve issues, support associates, and maintain operational continuity. The Team Lead may also assist with calls, tickets, and other work when business needs or service levels require additional support.

Essential Duties and Responsibilities

• Provide real-time floor and operational support to MCCP advocates, serving as a primary resource for process questions, complex cases, and issue resolution.
• Perform and provide guidance on responsibilities assigned to senior or advanced-level advocates.
• Own or coordinate escalated member issues and complaints, ensuring accurate documentation, appropriate follow-up, and timely resolution.
• Research and assist with complex member inquiries, tickets, account-related issues, and other operational work requiring advanced support.
• Coach associates and reinforce established quality, documentation, productivity, customer service, and process expectations.
• Support queue monitoring and workload distribution to help maintain service levels and operational continuity.
• Assist with inbound and outbound calls, tickets, and other operational work based on volume and business needs.
• Provide clear and accurate guidance using approved procedures, job aids, and available resources.
• Partner with Operations, IT, Quality, Training, Client Services, and other support teams to resolve issues requiring cross-functional assistance.
• Identify recurring member concerns, operational trends, and process gaps and communicate opportunities for improvement to leadership.
• Support new-hire development, cross-training, nesting, ongoing knowledge reinforcement, and implementation of process or workflow changes.
• Build effective working relationships and demonstrate sound judgment, professionalism, and appropriate escalation when handling difficult member or operational situations.

Education and Experience

• High School Diploma required.
• Post High School education or specialized training a plus.
• Demonstrated success in an advanced or senior customer care/member services role preferred.
• One plus years’ experience in a customer service contact center environment required.
• PBM, pharmacy, healthcare, or related industry experience desired.
• Demonstrated knowledge of MCCP processes, workflows, systems, and escalation procedures preferred.
• Previous experience supporting complex cases, escalations, peer development, training, or floor support preferred.

Role Differentiator:

The Team Lead combines advanced MCCP subject-matter expertise with escalation ownership, associate support, coaching, workload coordination, and day-to-day operational leadership. Unlike a frontline advocate position, the Team Lead is expected to provide real-time guidance to other advocates, assist with complex issues and escalations, reinforce processes and performance expectations, and help maintain operational continuity. The Team Lead remains operationally engaged and may assist with calls, tickets, and other work when needed.

Knowledge, Skills, and Abilities

• Consistent quality, productivity, attendance, adherence, and professionalism.
• Demonstrated mastery of current-level MCCP responsibilities.
• Successful completion of required MCCP training and applicable cross-training.
• Demonstrated ability to independently research and resolve complex member issues.
• Effective handling of escalations and difficult member situations.
• Ability to provide accurate guidance and support to peers.
• Strong documentation and follow-up.
• Demonstrated coaching, communication, and leadership capability.
• Ability to effectively balance member support with operational responsibilities.
• Readiness to support changing business needs and priorities.

Equipment and Connection Requirements for Remote Candidates

• Internet speed minimum: 100 Mbps download / 10 Mbps upload, to be verified by HR through a speed test.
• Cell phones to allow VPN push notifications for network connectivity and access to support resources.
• Dedicated workspace to reduce background noise.
• Modem/router must be close enough to connect using a 10-foot network cable; connection must be hard-wired.

Work Environment / Physical Demands

This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. Some travel may be required.

EOE M/F/D/V – WellDyne and HealthDyne are equal opportunity employer and prohibits discrimination of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected status under federal, state, or local law.