In addition to the responsibilities of a Patient Access Specialist, this role is responsible for leading the daily tasks associated with the Program’s Support Team and for ensuring a service-oriented and professional working environment. This role is responsible for accepting ownership for organizational goals, and for assisting with the development, training and mentorship of associates.

The Team Lead regularly provides support to Program Leadership in order to effectively maintain program operations and goals.

Responsibilities:

Handle escalated calls, complaints, questions, and queries as necessary Continuous monitoring of existing processes and analyzing their effectiveness. Review service trends and collaborate on priorities and next steps to improve productivity and efficiencies within Patient Solutions. Utilizes historical program and operational data to identify opportunities, trends/patterns, and behaviors to present recommendations on program enhancements, process changes or areas to expand our service offerings. Prepares program reports reflecting actual performance against KPI s and SLA s Monitor team workload to ensure timely completion of tasks. Review the creation of staffing model recommendations prior to presenting to leadership to ensure leader is presented with best and worst-case scenarios. Prepare periodic analysis on shift change request activity which includes shift swaps, shift adjustments, PTO, and VTO by team members for leadership review. Ensure consistency of processes, optimization of workforce and achievement of performance metrics. Collaborate on the design, roll-out and maintenance of reward and recognition programs. Assist with the development of policies and procedures for the department. Additional responsibilities as needed based on department, program and project requirements.