Responsibilities:Team Management & Development
- Lead, coach, and mentor a team of Insurance Verification and Patient Outreach Specialists, to ensure the delivery of top-tier care for our patients and clients.
- Coordinate and monitor workload distribution and productivity within and across teams, ensuring efficient operations and that performance metrics are consistently met.
- Drive hiring efforts, ensuring selection of qualified candidates who align with company culture and operational standards.
- Oversee the onboarding process, ensuring agents are equipped with necessary tools, knowledge, and resources to succeed.
- Conduct regular performance evaluations, providing constructive feedback and development plans for continuous improvement.
- Address underperformance promptly through coaching, improvement plans, or, when necessary, termination processes.
Operational Excellence
- Leverage data to assess team performance, making informed decisions to enhance efficiency and meet organizational goals.
- Monitor and manage workflow queues to ensure timely and accurate resolution of tasks.
- Set clear performance targets for agents and ensure adherence to service level agreements (SLAs).
- Identify operational challenges and implement innovative, data-driven solutions to optimize team and queue performance and productivity.
- Assist in developing change management plans, coordinate with stakeholders for implementation, and monitor / address resistance to change.
- Deliver exceptional service and patient satisfaction by owning and solving all escalated patient concerns.
Compliance & Quality Assurance
- Ensure adherence to all regulatory requirements and company policies in pharmacy operations.
- Monitor quality standards by conducting audits and reviewing agent work for accuracy and compliance.
- Proactively identify and address any compliance risks or errors in operational processes.
Collaboration & Communication
- Foster open communication within the team to ensure alignment on goals and priorities.
- Communicate updates, changes, and best practices effectively to the team.
Leadership & Problem-Solving
- Serve as a role model for professionalism, accountability, and excellence in operations.
- Address escalations or complex issues promptly and effectively, ensuring satisfactory resolutions.
- Promote a positive work environment that values teamwork, accountability, and employee satisfaction.
- Foster continuous growth by developing specialists and supporting their professional development; cultivate a positive, engaging work environment that inspires the team to excel and innovate.
Requirements:- 5+ years of leadership experience in a data-driven, high-growth environment, with a proven track record of leading large, cross-functional teams.
- Bachelor's degree in healthcare, business administration or similar field is strongly preferred.
- Experience in the pharmacy, healthcare, or medical insurance industry, with an understanding of the regulatory landscape and operational complexities.
- Demonstrated success in overseeing teams and operations, driving initiatives, and delivering results.
- Strong leadership and coaching skills with the ability to motivate and develop teams, foster accountability and elevate team performance.
- Excellent organizational and multitasking abilities to manage competing priorities effectively.
- Expertise in leveraging data and technology to optimize processes, enhance operational efficiency, and drive continuous improvement.
- Proven track record of managing employees and workflow in a high-volume environment.
- Critical thinking and problem-solving abilities, with a keen eye for detail and accuracy in managing complex, dynamic operations. Strong attention to detail with a high degree of accuracy.
- Data-driven mindset with experience in analyzing performance metrics and reporting.
- Exceptional communication and interpersonal skills to foster collaboration and engagement.
- Knowledge of pharmacy regulations, compliance, and operational standards (preferred).
- Proficiency in queue management tools, workflow systems, and office software.
Location/Hours:- Fully onsite role in Chesterfield, MO or Boise, ID Monday - Friday
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