Job Description

Manage a growing team of Patient Support Specialists, ensuring operational excellence and adherence to SLAs. Analyze team and individual performance data to meet targets. Collaborate with stakeholders on initiatives to drive operational improvements and productivity gains. Manage queues, backlogs, and workflows to optimize performance. Leverage customer insights to identify process improvements for a better customer experience. Resolve complex escalations from the Patient Success team. Foster a collaborative team dynamic.

Responsibilities

• Manage a growing team of Patient Support Specialists
• Assist with day-to-day operations of the Patient Support team
• Review and analyze team and individual Specialist performance data
• Collaborate with cross-functional stakeholders on initiatives
• Manage the queue, backlogs and workflows of the Patient Support team
• Leverage customer insights to identify workflow and process improvements
• Resolve complex and ambiguous escalations
• Foster a collaborative team dynamic

Requirements

• Bachelor’s Degree in Communication, Business Administration or equivalent degree/experience
• 3+ years of leadership experience in a fast-paced environment
• 2+ years of customer service, call center, healthcare, pharmacy or other relevant experience
• Strong leadership; ability to provide critical and on-time feedback and coaching
• Ability to leverage data to make crucial decisions independently
• Strong problem-solving skills
• Attention to detail
• Confident, patient, respectful, and a clear communicator
• Onsite role in Robinson Township, Pittsburgh

Benefits

• No benefits