Team Lead, RX Solutions Center

Job Summary:

The Team Lead for the Rx Solutions Center plays a vital role in overseeing the daily operations of the team. This position involves supervising staff members, ensuring that they are well-supported and equipped to succeed in their roles. The Team Lead provides essential technical guidance, helping team members navigate complex issues and ensuring that they have the resources and knowledge needed to perform their tasks effectively. The Team Lead is responsible for reviewing work tasks to maintain high-quality standards across the team. This includes evaluating tasks and calls for accuracy and consistency, providing constructive feedback, and facilitating improvements where necessary. Timely performance feedback is a crucial aspect of the role, as it helps to foster a culture of continuous improvement and professional development among staff members. The Team Lead will engage in coaching and mentoring, offering support to help team members enhance their skills and reach their full potential. By focusing on efficiency and effectiveness, the Team Lead contributes to the overall success of the Rx Solutions Center and ensures that the team meets its goals while delivering excellent customer service.

Essential Functions:

• Promote a Quality-Driven Culture: Foster an environment that prioritizes quality assurance and continuous improvement within the team, encouraging a commitment to excellence in all operations
• Collaborative Best Practices Development: Partner with the department manager to systematically review, develop, and implement best practices that enhance team performance and operational efficiency
• Cross-Departmental Collaboration: Work collaboratively with other departments to create, evaluate, and refine cross-functional policies, procedures, and process flows that align with organizational goals
• Relationship Management: Establish and maintain strong professional working relationships with all stakeholders, ensuring open lines of communication and collaboration
• Staff Training and Development: Effectively train and develop staff to ensure a competent and high-performing team, utilizing mentorship and coaching techniques to enhance individual and team capabilities
• Leadership Development: Identify and nurture leadership potential within the team by providing stretch assignments, growth opportunities, and constructive feedback, fostering a culture of leadership development
• Policy and Procedure Documentation: Write and maintain clear and comprehensive policies and procedures that support pharmacy call center operations, ensuring compliance and operational consistency
• Operational Guidance and Execution: Provide clear direction and support to the team to ensure that operational and service goals are met, empowering team members to execute their tasks efficiently and effectively
• Performance Measurement: Proactively identify and gather data needed to measure team outcomes and effectiveness, utilizing metrics to drive performance improvements
• Performance Communication: Keep the department manager informed of the team’s performance, highlighting successes and areas for development
• Training Needs Assessment: Identify training needs within the team and assist in developing ongoing education programs and communication strategies to ensure staff are informed of changes and best practices
• Team Meetings and One-on-Ones: Conduct regular staff meetings and one-on-one sessions with team members to provide support, address concerns, and foster an open dialogue
• Issue Resolution: Respond to and resolve issues promptly, ensuring timely acknowledgment (within 24 hours) and effective follow-through on resolutions
• Additional Responsibilities: Perform any other job duties as requested to support the overall success of the team and department

Education and Experience:

• High school diploma or GED is required
• Bachelor’s degree is preferred
• Minimum of three (3) years of clinical or healthcare related experience is required, preferably in a clinical call center environment
• Supervisory experience is preferred
• Managed care experience is preferred
• Lean/Six Sigma experience is preferred

Competencies, Knowledge and Skills:

• Execution of Work: Demonstrates strong initiative in executing tasks effectively and efficiently while ensuring high-quality outcomes
• Influential Leadership: Demonstrates the ability to positively lead and influence direct reports
• Proficient in Microsoft Office Suite: Advanced proficiency in Outlook, Teams, Word, Excel, and PowerPoint
• Understanding of Medicaid & Medicare: Strong familiarity with Medicaid and Medicare products and processes is required
• Pharmacy Knowledge: Basic understanding of pharmacy call center programs and familiarity with medication names
• Effective Communication: Excellent verbal and interpersonal communication skills
• Team Collaboration: Able to positively interact and collaborate with team members and department management while also capable of working independently
• Critical Thinking and Problem Solving: Excellent critical thinking and problem-solving abilities, with the capacity to make decisions and drive the team and goals forward
• Adaptability and Resilience: Highly adaptable to change and comfortable thriving in a fast-paced environment.
• Organizational Skills: Organized and quick learner who can develop, prioritize, and accomplish goals
• Attention to Detail: Ability to multitask while maintaining a high level of attention to detail
• Customer Service Experience: Strong customer service focus with a commitment to delivering high-quality interaction

Licensure and Certification:

• Ohio Technician Registration and/or Pharmacy Technician Certification (CPhT) is preferred

Working Conditions:

• General office environment; may be required to sit or stand for extended periods of time.

Compensation Range:
$61,500.00 - $98,400.00 CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type:
Salary

Competencies:
- Create an Inclusive Environment - Cultivate Partnerships - Develop Self and Others - Drive Execution - Influence Others - Pursue Personal Excellence - Understand the Business

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an inclusive environment that welcomes and supports individuals of all backgrounds.

#LI-JS1