Team Lead, Patient Solutions

RXinsider LTD.; Town of Florida (NY); On-site; USD 36,000 - 44,000; Full time

Job summary

RXinsider LTD. is seeking a Team Lead to support operational activities in Patient Solutions. You will engage with team members and managers, monitor processes, review service trends, and prepare KPI-driven reports.

Strong communication and healthcare industry know-how are essential to guide staff and drive performance. Responsibilities include staffing analysis, shift adjustments, and coordinating with departments to optimize rewards programs and policy development.

Qualifications

• High school diploma or GED or equivalent combination of education and experience.
• Strong knowledge of Microsoft Office Suite and healthcare systems.
• Experience with benefits investigation and insurance verification.
• Ability to interact professionally with healthcare providers, patients and teams.
• Experience in enrollment, pre-assessment and benefits workflows preferred.
• Call center, health insurance or medical office experience is a plus.
• Excellent problem-solving and communication skills; coaching ability.
• Ability to adapt in a fast-paced environment.

Responsibilities

• Monitor processes and analyze their effectiveness.
• Review service trends and improve productivity within Patient Solutions.
• Use data to identify opportunities and present recommendations.
• Prepare program reports versus KPIs and SLAs.
• Monitor workload to ensure timely task completion.
• Develop staffing models and present scenarios to leadership.
• Analyze shift changes, PTO, and attendance for leadership review.
• Design and maintain rewards and recognition programs.
• Assist with policies and procedures for the department.
• Identify and report adverse events and safety information.

Skills

CRM experience

Case management tools

Microsoft Office

Pharmacy knowledge

Insurance verification

Communication skills

Coaching teammates

Education

High school diploma

Tools

CRM 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.