What You’ll Do:

• Manage a growing team of Patient Support Specialists and assist with the day-to-day operations of the Patient
• Support team to ensure operational excellence and adherence to SLAs
• Review and analyze team and individual Specialists’ performance data to meet and exceed structured performance targets across the team
• Collaborate with cross functional stakeholders on the implementation of company and department initiatives to drive operational improvements & productivity gains to support business and linear team growth
• Manage the queue, backlogs and workflows of the Patient Support team and make tradeoffs to optimize performance
• Leverage customer insights and expertise to identify workflow and process improvements to optimize the overall customer experience
• Leverage your business expertise and use discretion to resolve complex and ambiguous escalations from Patient Success team
• Foster a collaborative, cohesive, and enjoyable team dynamic

A Successful Applicant Will fit the following Criteria:

• Bachelor’s Degree in Communication, Business Administration or equivalent degree/experience
• 3+ years of leadership experience in a fast paced environment
• 2+ years of customer service, call center, healthcare, pharmacy or other relevant experience
• Strong leadership; ability to provide critical and on-time feedback and coaching to team members and business partners
• Ability to leverage data to make crucial decisions independently
• Strong problem solving skills, especially when working with ambiguous information
• Attention to detail with a knack for precision and organization
• Confident, patient, respectful, and a clear communicator

Location: 

• Fully onsite role in Pittsburgh, PA (Robinson Township)

Benefits: 

• Medical, dental, and vision coverage starting day 1 — HDHP plan is free for you and your family, plus a $100/month HSA contribution from Blink
• 401(k) with traditional (pre-tax) and Roth (after-tax) options
• 15 days of paid vacation per year (increases to 21 days after your 4th anniversary)- accrued
• 56 hours of paid sick time per year
• 12 weeks of paid parental leave for birthing parents; 4 weeks for non-birthing parents (including adoption and foster placement)
• Short-term and long-term disability coverage at no cost (60% income replacement)
• Life insurance at 1x salary (minimum $50k, up to $100k)
• Observed pharmacy holidays plus 2 floating holidays per year
• Commuter FSA for pre-tax transit and parking savings; free onsite parking at all pharmacy locations
• Employee Assistance Program (EAP) with counseling, life and wellness coaching, legal/financial advice, and more
• Free snacks and drinks daily at all pharmacy locations

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