Overview In this role you lead and grow the Patient Support team to deliver excellence in service and SLA adherence. You collaborate with cross-functional partners to drive operational improvements and scale processes that enhance the patient experience. You'll translate insights from data into actions, resolving complex escalations and shaping a cohesive team culture. This is a chance to impact access to medications for millions while advancing a patient-centric, data-driven operation.
Responsibilities- Lead and grow the Patient Support team to meet service level agreements
- Analyze performance data to achieve and exceed targets across the team
- Collaborate with cross-functional stakeholders to implement initiatives that improve productivity
- Manage queues, backlogs, and workflows to optimize performance
- Utilize customer insights to streamline workflows and overall customer experience
- Resolve complex escalations using business judgment and experience
- Foster a collaborative, cohesive team dynamic
Key requirements- Bachelor in Communication or Business Administration (or equivalent)
- 3+ years of leadership in a fast-paced environment
- 2+ years of customer service, call center, healthcare, or pharmacy experience
- Strong leadership with ability to coach and provide timely feedback
- Ability to use data to make independent, crucial decisions
- Excellent problem-solving skills with ambiguity
- Attention to detail and organizational prowess
- Confident, patient, respectful, and effective communicator
- leadership
- coaching and feedback
- collaboration
- data analysis
- process improvement
- operational optimization
