Supervisor Patient Support

Omega Healthcare Management Services Pvt. Ltd.; Florida; Presencial; USD 65 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health, dental, and vision coverage

401(k) plan with employer match

Paid time off and holidays

Bonus programs / commissions

Resumo da oferta

Omega Healthcare Management Services in Indianapolis, Indiana, seeks a Team Lead to supervise a Patient Support Representatives team in a fast-paced healthcare contact center.

You will coach staff, monitor productivity and quality, and partner with Quality and Training to drive calibration, coaching effectiveness, and remediation plans.

This on-site role requires strong communication, familiarity with CRM and case-management tools, and a commitment to HIPAA/privacy and client service excellence.

Qualificações

• High school diploma or equivalent required; bachelor's degree in Business Administration, Healthcare Administration, Operations, or a related field is preferred.
• Three or more years of contact center, patient services, healthcare operations, pharmacy-support, insurance, or related customer-operations experience.
• Prior Team Lead, supervisory, mentoring, subject-matter-expert, or comparable frontline leadership experience, including responsibility for coaching and monitoring employee performance.
• Demonstrated ability to support contact center performance through productivity, quality, schedule adherence, attendance, documentation accuracy, queue management, coaching, and operational escalation handling.
• Working knowledge of patient-support and pharmacy-support concepts, including copays, deductibles, coinsurance, out-of-pocket maximums, benefit verification, copay assistance, pharmacy claim responses, coordination of benefits, prior-authorization status support, and common claim-rejection scenarios.

Responsabilidades

• Lead and coach a Patient Support Representatives team, monitoring performance and escalating as needed.
• Collaborate with Quality and Training on calibration, refresher training, coaching effectiveness, remediation plans, and implementation of process changes.
• Oversee live and recorded interactions, documentation reviews, and side-by-side observations.
• Escalate compliance, privacy, security, patient-safety, legal, or clinical concerns to the Manager.
• Communicate priorities, staffing updates, and client messages clearly to the team.
• Prepare and maintain team performance summaries, coaching records, attendance, and escalation logs.
• Participate in leadership meetings, operational reviews, and cross-functional meetings.
• Ensure HIPAA/privacy, documentation, scripting, and escalation requirements are followed.

Conhecimentos

Leadership

Coaching

Call Center

Contact Center

Insurance

NICE

Pharmacy

AHT

CHPT

Formação académica

Bachelor's degree in Business Administration / Healthcare Administration / Operations, or related field

High school diploma or equivalent

Certified Pharmacy Technician (CPhT) certification

Active state pharmacy technician registration or licensure (where applicable)

Ferramentas

CRM / case-management systems

Microsoft Office

NICE

Descrição da oferta de emprego

urring knowledge gaps to identify targeted coaching and remediation opportunities.

Partner with Quality and Training teams on calibration, refresher training, coaching effectiveness, remediation plans, nesting support, and implementation of process or policy changes.

Complete or support live and recorded interaction monitoring, documentation reviews, and side-by-side observations in accordance with approved leadership and quality practices.

Promptly escalate potential compliance, privacy, security, patient-safety, legal, or clinical concerns to the appropriate Manager or specialized support function.

Maintain current knowledge of assigned patient-support , pharmacy-benefit , copay, claim-support , systems, workflow, and client requirements and reinforce updates across the team.

Communicate daily priorities, staffing updates, operational changes, client messages, performance expectations, and known issues clearly and consistently to the assigned team.

Prepare and maintain accurate team performance summaries, coaching records, attendance and schedule-adherence information, escalation details, action logs, and trend observations.

Participate in leadership meetings, operational reviews, calibrations, training-readiness discussions, and client or cross-functional meetings as assigned.

Escalate material performance, staffing, quality, compliance, technology, patient-experience , or employee concerns to the Manager with timely and complete information.

Use performance data, root-cause observations, and frontline feedback to recommend practical improvements to workflows, documentation, training, queue management, employee support, and patient experience.

Support implementation and reinforcement of approved process improvements, client updates, technology changes, audits, new-program activities, and other operational initiatives.

Key Success Indicators/Attributes

Team consistently achieves assigned productivity, quality, documentation, schedule-adherence, attendance, and client-service expectations.

Operational queues, escalations, coverage gaps, and patient concerns are identified early and addressed or escalated in a timely manner.

Coaching is specific, documented, actionable, and effective in improving employee knowledge, behavior, quality, and performance.

New hires and transitioning employees receive effective onboarding, nesting, floor support, and reinforcement of approved workflows.

The team demonstrates consistent compliance with HIPAA, privacy, information-security , patient-verification, documentation, scripting, and escalation requirements.

Demonstrates sound judgment, professionalism, discretion, reliability, empathy, and follow-through in a fast-paced healthcare contact center environment.

Communicates effectively with representatives, leaders, patients, clients, and cross-functional partners and adapts quickly to changes in volume, staffing, technology, policies, workflows, and program priorities.

Supervisory Responsibility

This position directly supervises an assigned team of Patient Support Representatives. Responsibilities include day-to-day work direction, goal setting, coaching, performance monitoring, attendance and schedule-adherence support, recognition, escalation management, onboarding and nesting support, performance documentation, and recommendations regarding corrective action or employee development in partnership with the Manager and Human Resources.

This role operates primarily in an onsite professional contact center environment in Indianapolis, Indiana. The position routinely uses a computer, telephone/headset, dual monitors, CRM or case-management systems, telephony and workforce tools, quality-monitoring applications, reporting platforms, and multiple client, payer, or pharmacy-support systems. The Team Lead is expected to maintain a visible leadership presence on the contact center floor and collaborate with onsite and remote support functions.

Physical Demands

The physical demands are representative of those required to perform the essential functions of this role. The position involves sitting, standing, walking throughout the contact center, speaking, hearing, typing, viewing computer screens, monitoring employee work, and participating in meetings for extended periods. Occasional lifting or movement of light office materials may be required.

Position Type/Expected Hours of Work

This is a full-time, non-exempt position. The contact center is expected to operate across an approximately 8:00 a.m. to 8:00 p.m. coverage window, and the Team Lead must be able to work assigned opening, closing, or intermediate shifts and flex hours as needed to support multiple shifts, training waves, escalations, peak volumes, staffing gaps, and other business requirements. Occasional weekend or holiday support may be required based on program needs.

Travel

Limited travel may be required for client meetings, training, implementation activities, or other business needs.

Qualifications

Required Education and Experience

High school diploma or equivalent required; bachelor's degree in Business Administration , Healthcare Administration, Operations, or a related field is preferred.

Three or more years of contact center, patient services, healthcare operations, pharmacy-support , insurance, or related customer-operations experience.

Prior Team Lead, supervisory, mentoring, subject-matter-expert, or comparable frontline leadership experience, including responsibility for coaching and monitoring employee performance.

Demonstrated ability to support contact center performance through productivity, quality, schedule adherence, attendance, documentation accuracy, queue management, coaching, and operational escalation handling.

Working knowledge of patient-support and pharmacy-support concepts, including copays, deductibles, coinsurance, out-of-pocket maximums, benefit verification, copay assistance, pharmacy claim responses, coordination of benefits, prior-authorization status support, and common claim-rejection scenarios.

Strong verbal and written communication, coaching, conflict-resolution, organizational, problem-solving, and analytical skills, with proficiency in contact center technology, CRM or case-management systems, reporting tools, and Microsoft Office applications.

Preferred Education and Experience

Experience leading a healthcare, pharmacy, patient-access, patient-support, or regulated contact center team, particularly in a client-service, outsourcing, or business-process environment.

Certified Pharmacy Technician ( CPhT ) certification through the Pharmacy Technician Certification Board (PTCB) or another nationally recognized certifying organization is preferred. Active state pharmacy technician registration or licensure is also preferred where applicable.

Spanish-speaking/English bilingual proficiency is preferred, particularly when supporting programs with bilingual patient-service requirements.

Experience with new-site or new-program launches, rapid staffing ramps, multi-shift operations, new-hire nesting, quality calibration, workforce coordination, or continuous-improvement activities is preferred.

Additional Eligibility Qualifications

Ability and willingness to complete all required Omega, client, and program training, including privacy, security, systems, quality, leadership, emotional sensitivity, and program-specific training as applicable.

Ability to maintain confidentiality, exercise sound judgment, manage sensitive employee and patient matters appropriately, and work effectively across Operations, Quality, Training, Workforce Management, Human Resources, IT, Compliance, and client teams.

Required Skills

• AHT
• CHPT
• Call Center
• Coaching
• Contact Center
• Insurance
• Leadership
• NICE
• Pharmacy

About Us

Founded in 2003, Omega Healthcare Management Services (Omega Healthcare) empowers healthcare to thrive via intelligent solutions that optimize revenue cycle operations, administrative workflows, care coordination, and clinical research on a global scale. The company works with providers, payers, life science companies, medical device manufacturers, health technology firms, researchers, and industry partners to amplify teams with robust technology, specialty expertise, and operational support. Omega Healthcare serves more than 350 healthcare organizations with 35,000 skilled workers in the United States, India, Colombia, and the Philippines. For more information, visit www.omegahms.com

We offer a comprehensive benefits package that may include health, dental, and vision coverage, voluntary insurance options, a 401(k) plan with employer match, professional development opportunities, paid time off, and holiday pay. Eligible employees may also have the opportunity to participate in bonus programs, commissions, or other variable incentive plans. Benefits and incentive eligibility may vary based on position, location, and tenure.

AAP/EEO Statement

Omega Healthcare is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, protected veteran status, and genetic information, or any other basis protected by applicable law. Omega Healthcarealso prohibits harassment of applicants or employees based on any of these protected categories.

Omega Healthcare makes reasonable accommodations when needed for applicants and candidates with disabilities or religious observances. If reasonable accommodation is needed to participate in the job application, interview, or any other part of the hiring process, please contact Human Resources at [e-mail] .