Member Experience Team Lead

Job Overview

Position Overview: The Team Lead (TL) is responsible for providing information to and resolving issues for our members, their physicians, and their pharmacies. The Team primarily engages with members via phone, email, and chat. The TL position supports the Member Advocates & Patient Care Coordinators while also being the primary back up to the Member Advocate Manager. The TL will conduct onboarding, new hire, and ongoing training responsibilities, and help oversee quality and operational initiatives for the MA department. This position may have direct reports.

About MedOne: MedOne is a full-service pharmacy benefit manager (PBM), serving clients and members nationwide. With a fully transparent, pass-through model, MedOne helps people conveniently access the most appropriate prescriptions at the most affordable price.

What You'll Do:

• All duties associated with the Senior positions within the MA & PCC area
• Oversee a team of representatives to include mentorship and coaching, addressing conflicts and providing constructive resolutions
• Work collaboratively to develop and modify training initiatives which supports performance standards, employee growth, and member satisfaction
• Collaborate with and coordinate the implementation and build out of monitoring and training tools in collaboration with the Manager, TL’s and Senior staff
• Provide feedback and side-by-side coaching as necessary
• Report team members’ progress and identify training initiatives which supports performance standards, employee growth, and member satisfaction
• Assist in program and process development, implementation, and communications
• Monitor concurrent and retrospective calls to identify training needs; discuss findings with team members and provide direction and training
• Review outcomes of member surveys; create and execute training initiatives addressing improvement areas
• Create, develop, and maintain policy and procedure documentation
• Handle and de-escalate member inquires in a calm and educational manner
• Resolve difficult customer inquiries and coach staff regarding de-escalation techniques, time management and customer service skills
• Assist management with quarterly and annual team goals
• Conduct annual Performance evaluations, and one-on-ones with direct reports
• Monitor team breaks & scheduling
• Align with, and support MedOne’s Core Values

What You Will Bring to MedOne:

• Minimum of a two-year college degree or working experience in related field
• Strong knowledge of Microsoft Office products, including Word, Excel and Teams
• Must possess a current Pharmacy Technician Certification
• Excellent customer service skills
• Motivated to understand pharmacy benefit management, including pharmaceutical drugs and drug therapies and share this knowledge to broaden skillset of team
• Strong listening, verbal, and written communication skills which convey understanding and clarity
• Highly skilled in working through difficult conversations with members, external parties, and direct reports while maintaining composure, showing empathy, and displaying active listening skills
• Demonstrated ability to effectively and efficiently resolve member inquiries and issues
• Work effectively in a team environment
• Must be timely, dependable and must notify supervisor of schedule changes
• Must demonstrate professionalism while maintaining discretion with sensitive interdepartmental information

Why MedOne?

At MedOne, we believe that a healthy team is a happy team. We offer a collaborative work environment, competitive benefits, and opportunities for growth—all while helping to make a difference in people’s lives. Our top core value is to prioritize your well-being. To support you in living this value, we offer:

• Competitive salary and bonuses that reward your performance.
• Comprehensive health, dental, and vision insurance + additional benefits
• 401(k) with company match to secure your future.
• Generous paid time off and holidays.
• Opportunities for professional growth and development.
• A vibrant and collaborative work culture.

Location: Offices in either Dubuque, IA, or Kansas City, MO, or the position can be remote within the United States.

Employment Type: Full Time, Salary

Reports to: Member Advocate Manager

How to Apply: If you're enthusiastic about helping others and eager to join a dynamic team, we’d love to hear from you. Apply now and take the first step toward a rewarding career at MedOne! You can submit your application through our careers page.

MedOne is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Offers are contingent on passing a background check and drug screen.