Team Lead – Medication Access & Support Programs

2–4 years of experience in healthcare support, pharmacy operations, insurance navigation, or related fields. Prior experience coaching, mentoring, or acting as a senior or lead in a frontline environment. Strong understanding of pharmacy workflows, insurance coverage concepts, and medication access processes. Comfort handling escalations and emotionally charged member situations. Strong written and verbal communication skills. Ability to balance hands-on work with people leadership.

Own real time execution during assigned shifts across chat and phone queues. Monitor queue health, coverage, and workload distribution. Step in to handle complex cases or volume spikes. Provide day to day support and real time coaching to Member Services Associates. Conduct quality reviews and deliver feedback. Support onboarding of new hires. Act as the first line escalation point for pharmacy and insurance issues. Partner with internal teams to resolve escalated member issues. Ensure appropriate handling and escalation of safety concerns or sensitive disclosures. Ensure consistent execution of SOPs, scripts, and workflows. Identify and flag breakdowns in workflows to leadership. Help test and roll out new workflows, macros, or tooling changes. Support team performance across response time, resolution quality, and member satisfaction.