Mosaic Pharmacy Service · 3 hours ago
Team Lead, Mosaic Patient Contact Center (Remote)
Washington, DC
Full-time
Remote
Mid Level
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Responsibilities
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.
Qualification
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Required
High School Degree or GED Equivalent is required
Extensive contact center experience, preferably in a healthcare setting
Excellent customer service skills
Strong communication (written and verbal) skills
Strong attention to detail
Supervisory skills
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
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.
Preferred
Bachelor’s degree in healthcare field
Experience with retail, mail order or LTC telephony and pharmacy software
Strong knowledge of workflow and pharmacy operations
Bilingual/English+Spanish fluency
Benefits
4 weeks of PTO
Health, Dental, Vision insurance
401(k) with employer matching
Health Savings Account
Life insurance
Company
Mosaic Pharmacy Service
Mosaic Pharmacy Service is a healthcare firm that mainly provides pharmacy services for senior people taking multiple medications.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase
