Team Lead, Patient Solutions

RXinsider LTD.; Orlando, Northern (FL, KY); Hybrid; USD 36,000 - 47,000; Full time

Job summary

RXinsider LTD. in Orlando, FL seeks a Team Lead to support operational activities, monitor processes, and provide program metrics for reviews with customers.

You will analyze data, oversee staffing models, coordinate with Patient Solutions and other departments, and help develop policies while ensuring KPI and SLA targets are met.

Qualifications

• High school diploma or GED, or 1–3 months related experience.
• A strong knowledge of Microsoft Office and healthcare systems; CRM tools a plus.
• Experience with benefit investigation and insurance verification (Commercial, Medicare Part D, Medicaid).
• Excellent problem-solving, communication and conflict-resolution skills; able to coach teammates.
• Experience in call center, health insurance, or medical office environments preferred.

Responsibilities

• Continuous monitoring of existing processes and analyzing their effectiveness.
• Review service trends and collaborate on priorities to improve productivity and efficiencies.
• Utilize data to identify opportunities and present recommendations on enhancements.
• Prepare program reports reflecting actual performance against KPI and SLA.
• Monitor team workload to ensure timely completion of tasks.
• Oversee staffing model recommendations and present best/worst-case scenarios.
• Prepare shift-change analyses for leadership review.
• Ensure consistency of processes and achievement of performance metrics.
• Collaborate on design, rollout and maintenance of recognition programs.
• Assist with development of department policies and procedures.
• Identify and report adverse events per program requirements.
• Identify, document, and report safety information.

Skills

Microsoft Office Suite

CRM Tools

Case Management

Healthcare Systems

Communication Skills

Problem Solving

Education

High School Diploma or GED

Tools

CRM Systems

Pharmacy Systems

Job description

Overview

The Team Lead is responsible for engaging with the team member(s), program managers and other departments within the organization to support all operational activities, ensure efficient day-to-day operations and provide ongoing program metrics for customer business review meetings.

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 request 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.

Qualifications

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Strong working knowledge of Microsoft Office Suite and pharmacy/healthcare systems; experience with CRM and case management tools is a plus.
• Proven experience in benefit investigation and insurance verification, including interpreting coverage and working with various insurance types (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.
• Previous exposure to 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.
• Exhibit initiative and the ability to adapt in a fast-paced environment.

Pay Range

USD $26.33 - USD $32.91 /Hr.