TMC Lead

TailorMed; New York (NY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Equity

Premium medical/dental/vision

401(k) with match

Paid holidays

Paid vacation and sick leave

Parental leave

Company-provided equipment

Job summary

TailorMed, based in New York, is seeking a frontline team leader to manage queues, monitor real-time productivity, and provide daily coaching and support to teammates. You will be the primary point of contact for clients and internal stakeholders, ensuring smooth operations and adherence to account standards.

The role emphasizes people leadership, staffing, and escalation management, with opportunities to influence product feedback and workflow improvements.

Qualifications

• Completed 6 months of good performance standing in current role as a CP or FN.
• Previous leadership experience is a plus.
• Ability to lead with good communication.

Responsibilities

• Drives team performance to daily production and quality targets.
• Escalates issues and workflow blockers to Operations Manager.
• Ensures accurate and timely claim/task completion per account standards.
• Flags client-specific issues to Operations Manager for resolution.
• Initial escalation POC for clients.
• Primary POC for calls.
• Manages shift coverage, PTO planning, and daily staffing ratios per account.
• Provides real-time coaching and performance feedback to team members.
• Tracks daily team productivity and performance (work completed/KPIs, attendance, PTO).
• Flags trends or anomalies to Operations Manager and CSMs in real time.
• Obtains front line feedback on product bugs and enhancement opportunities.
• Aids in support ticket submission to product/dev teams.

Skills

Leadership

Communication

Process improvement

Job description

Join Us at TailorMed - Transforming Healthcare Affordability

Awarded Best in Class in Health Equity 2025

At TailorMed, we're on a mission to eliminate barriers across the entire medication journey—from affordability to access and adherence. As a pioneering force in healthcare, we're building a new category that transforms how patients, providers, pharmacies, life sciences, and payers collaborate to ensure every patient receives the treatment they need without delay.

TailorMed is the medication success platform removing every barrier across the patient journey, from access and affordability through adherence and ongoing care. Our connected network spans 945+ hospitals, 4,700+ clinics, 3,100+ pharmacies, 100+ life sciences programs with a reach of 75 million patients and has secured more than $7.4 billion in financial assistance since 2020 tapping into an asset of 6000+ support programs.

Learn more at tailormed.com

This is a frontline team leadership role; responsible for queue management, real-time productivity, and daily team support/questions.

Responsibilities

• Drives team performance to daily production and quality targets.
• Escalates issues and workflow blockers to Operations Manager.
• Ensures accurate and timely claim/task completion per account standards.
• Flags client-specific issues to Operations Manager for resolution.
• Initial escalation POC for clients.
• Primary POC for calls.
• Manages shift coverage, PTO planning, and daily staffing ratios per account.
• Provides real-time coaching and performance feedback to team members.
• Tracks daily team productivity and performance (work completed/KPIs, attendance, PTO).
• Flags trends or anomalies to Operations Manager and CSMs (as needed) in real time.
• Obtains front line feedback on product bugs and enhancement opportunities.
• Aids in support ticket submission to product/dev teams.

Requirements

• Completed 6 months of good performance standing in current role as a CP or FN.
• Previous leadership experience is a plus.
• Ability to lead with good communication.

What We Offer

• Competitive salary plus equity.
• Premium medical, dental, and vision insurance plans, a wide range of voluntary and supplemental benefits, and 24/7 benefits access and support - all effective from day one.
• 401(k) plan with a 4% employer match.
• Paid holidays, vacation, and sick leave.
• Six weeks of paid parental leave.
• Company-paid life insurance.
• A new MacBook plus all company-provided equipment and technology needed to succeed in the role.
• The opportunity to help shape the future of healthcare.

TailorMed is proud to be an equal opportunity employer. TailorMed prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Due to the sensitive nature of the data that TailorMed handles, finalist candidates must complete a successful background and reference check.

At this time, TailorMed is unable to provide sponsorship for employment. To be considered, applicants must be currently legally authorized to work in the United States and not require future sponsorship to continue working in the United States.