Team Lead, Mosaic Patient Contact Center

Description

Job Title: Team Lead, Mosaic Patient Contact Center

Medicines are powerful—they can prevent and heal disease, but they can also be costly, ineffective or even harmful if not prescribed and taken correctly. The team at Mosaic Pharmacy Service is helping people get more from their medicines™.

Mosaic Pharmacy Service provides comprehensive pharmacy care to medically complex and vulnerable seniors. We provide a patient-focused, pharmacist-driven care model in collaboration with health systems, assisted living facilities and health plans. Our goal is to help our patients feel better about the medications they take every day by simplifying medication regimens, improving adherence, and driving positive outcomes. Mosaic is looking for caring, motivated, and creative individuals to join our team for an innovative new career opportunity.

Job Overview

Mosaic Pharmacy Service is seeking a dedicated and experienced Team Lead to join our dynamic and growing healthcare organization. The successful candidate will be responsible for overseeing the daily operations of our call center, ensuring efficient and effective communication with patients, healthcare providers, and internal teams. The team lead will play a crucial role in maintaining high-quality service standards, fostering a positive work environment, and achieving key performance indicators (KPIs). This is a remote work position.

In addition to the contact center specialist duties, responsibilities include:

• Be a key leadership voice that builds a culture of high-performance, inclusion, and growth
• Present a positive, professional and high-energy approach to colleagues and our members
• Develop, monitor, and execute on team KPIs to drive team success with guidance from leadership team
• Lead and motivate a team of call center agents to achieve performance targets and objectives
• Provide ongoing coaching, training, and development to enhance team members' skills and knowledge for both inbound and outbound call center teams
• Conduct regular performance evaluations and feedback sessions to drive continuous improvement
• Supervise daily operations of the healthcare call center to ensure seamless and efficient service delivery
• Monitor call queues, response times, and call quality to maintain high standards of customer service
• Implement and enforce quality assurance protocols to ensure accuracy, compliance, and adherence to process and procedures. Regularly practices discretion and empathy while working with patients and sensitive/confidential information
• Conduct regular audits of calls, documentation, and processes to identify areas for improvement
• Perform call monitoring and provide constructive and/or positive feedback based on findings
• Facilitate effective communication between call center agents, healthcare professionals, and other internal stakeholders
• Support other teams leads when coverage is needed
• Analyze call center metrics and performance data to identify trends, areas for improvement, and opportunities for efficiency
• Generate and present regular reports to management, highlighting key performance indicators and recommendations
• Deliver training programs for new hires and ongoing training for existing team members in partnership with the learning and development team
• Practices excellent written, verbal, listening and interpersonal communication skills necessary to effectively interact with all levels of internal and external parties, to convey information correctly, manage difficult situations, and always represent Mosaic Pharmacy Service in the most favorable manner.
  
  

Requirements

Education:

• High School Degree or GED Equivalent is required
• Bachelor’s degree in healthcare field, preferred
  
  

Experience

• Extensive contact center experience, preferably in a healthcare setting
• Excellent customer service skills
• Experience with retail, mail order or LTC telephony and pharmacy software strongly preferred
• Strong communication (written and verbal) skills
• Strong attention to detail
• Supervisory skills
• Strong knowledge of workflow and pharmacy operations preferred
• Proficient in using call center software and data analysis tools
• Ability to work in a fast-paced and dynamic environment
• Strong time-management skills and keen eye to detail
• Proficient in Microsoft Office
  
  

Additional Information

• This is a full-time position (fully remote)
• Regular work hours are Monday – Friday, 10:00 am – 6:30 pm Eastern Time Zone; occasional weeknight overtime expected
• Rotating Saturday hours of 10 am – 2 pm Eastern Time will be required
• Bilingual/English+Spanish fluency is a plus.
  
  

Work from home requirements: Qualified applicants must have reliable Internet service (with a minimum of 100 Mbps) and ethernet access at your home. Mosaic will provide equipment (keyboard, monitor, laptop computer, headset etc.). All applicants must provide their own workspace furniture and ensure a secure, quiet workspace free from personal distractions and interruptions.