Team Lead, Patient Support (2026-8071) Remote (United States)

Dover; United States; Remote; USD 26,000 - 33,000; Full time

Benefits offered by this job

Health insurance

Retirement plan options

Paid time off

Parental leave

Employee assistance programs

Performance bonuses

Job summary

The Team Lead, Patient Support at S27a will oversee daily operations of the call center, monitor performance, and guide staff to meet service level goals.

Responsibilities include training, handling escalations, scheduling, time reporting, and maintaining documentation while adhering to HIPAA and quality standards. This role offers comprehensive benefits and opportunities in a fast-paced healthcare setting in Kentucky.

Qualifications

• High School Diploma.
• Ability to read, write, speak and understand English.
• Prior supervisory/lead experience in a contact center or customer-facing environment.

Responsibilities

• Lead team performance to meet daily/weekly/monthly goals set by Pharmacy Leadership.
• Participate in training, monitoring and coaching of team members.
• Handle escalations and guide staff through call issues.
• Schedule employees and maintain time/attendance records.
• Provide administrative support to the department supervisor.
• Troubleshoot problems and ensure timely resolution.
• Maintain professional communication across departments.

Skills

Team leadership

Communication

Problem solving

Time management

Microsoft Excel

Microsoft Word

Training

Coaching

Education

High School Diploma

Tools

Excel

Word

Job description

The Team Lead, Patient Support would have the responsibility to monitor team activity and effectiveness, manage queues in the Call Center Software as unexpected increases/decreases in volumes dictate, update FAQs as required, handle escalations, expedite tickets issued by the teams, assist in training

KEY RESPONSIBILITIES

• Lead team or group performance to meet or exceed daily, weekly, monthly goals established by Pharmacy Leadership team.

• Participate in training, daily monitoring and coaching of team members.

• Motivate and encourage agents through positive communication and feedback.

• Assist and provide guidance to staff for handling call escalations.

• Provide administrative support to the department Supervisor and/or support staff relative to department.

• Troubleshoot problems until resolved.

• Schedule employees, report and maintain files.

• Use the time reporting system; signing and reporting all exception time on a weekly basis.

• Complete other administrative tasks in a timely manner.

• Perform responsibilities in a professional manner, meeting Company mission and goals.

• Effective and written and oral communication across multiple departments.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS

• High School Diploma

• Ability to read, write, speak and understand the English language.

• Prior experience in training, lead roles, or supervisory experience within a contact center or customer facing environment

PREFERRED EDUCATION AND EXPERIENCE

• Nationally certified through the PTCB or another approved certifying agency

• Experience with drug reimbursement issues and claim adjudication process

• Experience with insurance benefits investigations; knowledge of U.S. Private and Government payers

• Experience with HIPAA, PDMA, cGMP adverse events

KNOWLEDGE, SKILLS & ABILITIES

• Excellent written and verbal communication skills.

• Excellent analytical, problem solving and decision-making skills.

• Ability to accept changing workflows and unexpected demands requiring flexibility.

• Ability to work under pressure and appropriately prioritize responsibilities.

• Ability to work independently with minimal supervision.

• Ability to develop collaborative working relationships.

• Ability to prepare and write investigational reports for management review.

• Working knowledge of current including Good Documentation Practices, and Good Distribution Practices.

• Able to use Microsoft Excel and Word at the following levels:

• Word – low-Intermediate Level: This level of skills is sufficient to perform daily word processing tasks, such as, producing routine letters, memorandums, and informal reports. A person with this level of skills is able to use basic formatting, editing, printing functions and understands the document page setup. Should also be knowledgeable of “Mail Merge” functions for creating labels, envelops and letters by merging information from data sources, and should be able to create custom forms.

• Excel – low-Intermediate Level: Should be able to execute simple formulas, utilize pivot tables, sort, and analyze data to compile reports and present data to management.

• Proficient in use of computers and ability to learn internal software programs.

• Ability to use a calculator to perform basic math functions and understands the concept of same including: add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; compute ratio, rate and percent.

PHYSICAL DEMANDS

• Location of job activities 100% inside

• Extensive manual dexterity (keyboarding, mouse, phone)

• Constant use of phone for communication

• Noise and/or vibrations exposure

• Frequently reach (overhead), handle, and feel with hands and arms

• Sit for prolonged periods of time

• Occasionally stoop, kneel, and crouch

• Occasionally lift, carry, and move up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The expected base pay range for this position is $19–24 per hour. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.

CareTria is an Equal Opportunity Employer