Team Lead - Patient Care Representative

Emerge is hiring for a new opportunity for a healthcare company. We are seeking highly motivated Team Lead Representatives who have strong customer service skills. The Patient Care Team interfaces with patients via inbound calls. The call center is the heart of our client's operations, putting the patient at the forefront. Joining our call center team means becoming a key player in delivering exceptional service and support to our patients, providers, and pharmacies. As a member of this team, you will help lead and coach the Patient Care Reps.

Key Responsibilities

Leadership & Team Management

• Lead, coach, and support a team of specialists (Customer Support, Pharmacy Ops, Prior Authorizations, Fulfillment, etc.)
• Serve as the first-line escalation point for complex issues, customer concerns, and process roadblocks
• Conduct daily huddles, assign workloads, and ensure even distribution of tasks
• Monitor team performance, productivity, and quality metrics; help drive continuous improvement
• Provide real-time training, mentoring, and feedback to team members
  
  

Operations & Workflow Oversight

• Ensure all team tasks are completed accurately and within established SLAs
• Review and approve escalations, sensitive communications, and high-risk cases
• Track workflow efficiency, identify bottlenecks, and propose process enhancements
• Collaborate with cross-functional teams including Pharmacy, Compliance, Engineering, and Customer Success
• Support onboarding of new hires and help maintain up-to-date training materials
  
  

Customer & Patient Experience

• Uphold our client's service standards by ensuring compassionate, timely, and accurate support
• Oversee patient communications, prescription updates, order inquiries, and problem resolution
• Assist team members with difficult calls, messages, or case-handling scenarios
  
  

Reporting & Communication

• Prepare daily/weekly team updates for leadership
• Track key performance indicators (KPIs) such as call volume, ticket turnaround times, and accuracy rates
• Communicate changes, updates, and expectations to the team clearly and consistently
  
  

Qualifications

Required:

• 2 years of experience in customer support, pharmacy operations, healthcare administration, or related field
• 1 year of leadership experience (formal or informal), such as lead, senior specialist, or supervisor
• Strong communication, coaching, and conflict-resolution skills
• Ability to multitask and thrive in a fast-paced, high-growth environment
• High attention to detail, accuracy, and follow-through
  
  

Preferred

• Experience in pharmacy, telehealth, or other regulated healthcare environments
• Familiarity with pharmacy systems, EMR tools, CRM platforms, or productivity dashboards
• Process improvement mindset with experience in workflow optimization
  
  

Key Competencies

• Leadership & Team Motivation
• Problem Solving & Critical Thinking
• Customer Empathy & Professionalism
• Operational Excellence
• Adaptability & Ownership
• Communication & Collaboration
  
  

Work Environment

• Remote opportunity, must have home office set up
• Comprehensive benefits package including health, dental, vision and 401(k).
• Applicants must be currently authorized to work in the United States on a full time basis
• Pay range is $18-$22/ hour
  
  

Emerge seeks, in all its operations, to employ individuals for available positions based on their qualifications, working knowledge, and competency. Emerge has a continuing commitment to ensure that fair and equal employment opportunities are extended to all qualified persons without regard to race, color, religion, sex, gender, sexual orientation, national origin, ethnicity, alienage, citizenship or immigration status, age, mental or physical disability, medical condition, pregnancy, military/veteran status, predisposing genetic characteristics, familial status, marital status, domestic violence victim status, or based on their relationship or association with members of a protected class or any other protected classification, in accordance with applicable federal, state and local laws. Emerge is committed to diversity in its most inclusive sense.

By completing an application with us, you seek to join a team of hardworking professionals dedicated to consistently deliver outstanding service to our customers and contribute to the financial success of the organization, its clients and its employees. Equal access to programs, services and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact our Emerge Recruitment Office.