Patient Solutions Team Lead — Operations & Insights

AssistRx; Town of Florida (NY); On-site; USD 26,000 - 44,000; Full time

Job summary

AssistRx is seeking a proactive Team Lead to guide our Patient Solutions operations, coordinate with program managers and cross-functional teams, and deliver reliable program metrics for business reviews.

You will monitor processes, analyze service trends, and propose workflow improvements. The role requires strong communication, problem solving and the ability to coach staff to meet performance targets. Experience with healthcare systems and CRM tools is preferred.

Qualifications

• High school diploma or GED or 0–3 months related experience and/or training, or equivalent combination of education and experience.
• Strong working knowledge of Microsoft Office Suite and healthcare systems; experience with CRM and case management tools is a plus.
• Proven experience in benefit investigation and insurance verification across Commercial, Medicare Part D, Medicaid, etc.
• Demonstrated ability to interact professionally with healthcare providers, patients, and internal teams to resolve complex insurance and service issues.
• Experience in enrollment, pre‑assessment, and benefits investigation workflows.
• Experience in call center, health insurance, or medical office environments preferred.
• Excellent problem‑solving, communication, and conflict resolution skills.
• Ability to coach, train, and support team members to meet and exceed performance standards.

Responsibilities

• Continuous monitoring of existing processes and analyzing their effectiveness.
• Review service trends and collaborate on priorities and next steps to improve productivity and efficiencies within Patient Solutions.
• Utilizes historical program and operational data to identify opportunities, trends/patterns, and behaviors to present recommendations on program enhancements, process changes or areas to expand our service offerings.
• Prepares program reports reflecting actual performance against KPI s and SLA s
• Monitor team workload to ensure timely completion of tasks.
• Review the creation of staffing model recommendations prior to presenting to leadership to ensure leader is presented with best and worst‑case scenarios.
• Prepare periodic analysis on shift change activity which includes shift swaps, shift adjustments, PTO, and VTO by team members for leadership review.
• Ensure consistency of processes, optimization of workforce and achievement of performance metrics.
• Collaborate on the design, roll‑out and maintenance of reward and recognition programs.
• Assist with the development of policies and procedures for the department.
• Identify and report adverse events pursuant to program requirements.
• Identify, document, and report safety information.
• Additional responsibilities as needed based on department, program and project requirements.

Skills

Problem solving

Communication

Conflict resolution

Team leadership

Adaptability

Education

High school diploma or GED

Tools

CRM

Case management tools

Microsoft Office Suite

Job description

AssistRx is seeking a proactive Team Lead to guide our Patient Solutions operations, coordinate with program managers and cross-functional teams, and deliver reliable program metrics for business reviews.

You will monitor processes, analyze service trends, and propose workflow improvements. The role requires strong communication, problem solving and the ability to coach staff to meet performance targets. Experience with healthcare systems and CRM tools is preferred.