Equiscript, LLC is hiring a
Patient Operations Team Lead

Summary

Join our team as a Team Lead – Patient Operations, responsible for supporting Patient Sales, Patient Adherence, Pharmacy Relations, and EQ Connect Teams. Key responsibilities include handling escalated patient service issues, conducting root cause analysis, and assisting in developing contests.

Requirements

• Winning record of performance
• Ability to multitask effectively and often
• Excellent oral and written communication skills
• Strategic approach to sales and account management
• Record of being goal-oriented and achieving objectives
• Optimism-- considers every new day a new opportunity
• Great attention to detail and follow through
• Deadline driven
• Problem solver
• Ability to work independently after training
• Ability to think and adapt quickly
• Ability to turn a negative situation into a positive one

Responsibilities

• Supporting the Patient Sales, Patient Adherence, Pharmacy Relations and EQ Connect Teams
• Handle escalated patient service issues
• Reactive reallocation of resources
• Real time watch/confirm employee status throughout the day
• Assist in developing/tracking contests
• Assist in implementation of SME process
• Assist with weekly motivational emails to teams
• Conducting root cause analysis for lost patients
• Daily review of patients whose shipments are at risk of shipping after the “early refill date.”
• Monitor process to identify gaps in service
• Listen to sales/adherence calls to determine if changes in scripting needed
• Identify barriers to our service and provide collaborative and empathetic solutions to leadership
• Work in tandem with Director of Patient Sales and Adherence and Manager of Pharmacy Relations to ensure appropriate workflow across all customer impacting departments
• Work with Workforce Management Analyst and Management team to review potential staffing issues
• Fill in for management during times of absence (PTO)

Preferred Qualifications

• Bilingual candidates fluent in Spanish are preferred
• Bachelors degree preferred
• 2+ years of successful sales and customer service experience or pharmacy experience preferred
• Knowledge of Salesforce.com CRM system preferred, but not required

Benefits

• Benefits include health plan, dental, vision, paid time off
• Flex time
• 401k with up to a 4% match for retirement