Purpose

The Patient Care Coordinator (PCC) Lead provides subject matter expertise and leadership in a supportive role to Supervisors and Team. The Lead applies advanced knowledge of the PCC role in interactions with the department and patients. This position is key to growing the business by delivering an exceptional customer experience to patients in order to demonstrate the value of utilizing our services. The team provides patients with accurate explanations of their medical and/or pharmacy benefits, financial assistance, and prescription services, in addition to helping troubleshoot issues. The PCC Lead position requires the individual to be able to perform core job responsibilities of a PCC in addition to providing administrative resource support for the functional area supervisors. This position works collaboratively with other areas of the Pharmacy to maximize patients’ access to care.

Responsibilities

• Act as a qualified resource for team members, answering questions and troubleshooting situations of various complexities regarding order processing, and handling of patient inquiries.
• Provide support to agents with real-time call assistance and patient escalations.
• Provide oversight and direction with day-to-day operations, including monitoring call queue volume and workload to ensure objectives are achieved and making staffing adjustments where needed. Keeping Supervisors updated and escalating situations as needed to maintain service level goals. Generate relevant departmental reports on a regular basis as deemed necessary by management.
• Provide back up support, as needed, to supervisors and to PCCs with inbound/outbound calls
  during peak volume periods in effort to reduce call overflow.
• Work cross-functionally to identify and share opportunities for process and productivity improvement and to troubleshoot and/or resolve situations, taking ownership as needed.
• Meet or exceed department standards relative to phone and performance metrics. Take responsibility and accountability for the day-to-day execution of tasks and is responsible for providing periodic progress reports on goals and metrics.
• Primary point of contact for Training department including providing support for training curriculum and being certified as a side-by-side trainer for new hires. Assist in the creation and modification of work instructions and job aides.
• Provide support to the team, as applicable, in quality monitoring and in identifying, reporting and coaching quality issues.
• Understand and comply with all required training, including adherence to required policies and procedures.
• Perform additional tasks, activities, and projects as deemed necessary by management.