Job Description

Location: 100% onsite in Farrmers Branch Tx

Position Summary

At Cloud Rx, as the Patient Advocate Team Lead, you will play a pivotal role in ensuring the smooth and efficient functioning of the pharmacy's operations. Your primary responsibilities will include supervising the Patient Advocate Team. Additionally, you will oversee inbound calls, manage data entry tasks, and coordinate with the pharmacy's technical team. Your exceptional leadership skills, organizational acumen, and pharmaceutical knowledge will be vital in maintaining high-quality service and optimizing workflow. At Cloud Rx, we understand that our business thrives when our employees thrive, and it begins with hiring the right Patient Advocate Team Lead. 

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Supervise Patient Advocate Team; guide and support the team in processing prescription orders and patient inquiries. Monitor performance and provide feedback for improvement.
• Lead Data Entry Team: Manage data entry tasks, set accuracy expectations, and promote attention to detail within the team.
• Manage Inbound Calls; Handle client inquiries and medication-related concerns professionally. Resolve complex issues and prioritize client satisfaction.
• Transfer Calls to Tech 2; Access incoming calls and transfer to Tech 2 for specialized assistance when needed. Ensure prompt resolution and follow-up.
• Team Leadership: Provide overall leadership, set performance expectations, and foster collaboration and continuous improvement.
• Ensure Compliance and Quality; maintain adherence to regulations, policies, and industry standards. Conduct regular quality checks for accuracy and efficiency.
• KPIs Responsibilities; KPIs include tracking the number of prescriptions data entered per day per agent. Additionally, the lead will monitor the number of inbound calls, calculating both the total per day and the total handled by individual agents. Other metrics being measured are the average speed to answer, average handling time, internal transfers, etc.
• Other assigned duties.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High school diploma or equivalent (bachelor’s degree preferred).
• Proven experience in a pharmacy setting with a strong understanding of pharmacy operations and drug-related terminology.
• Prior experience in supervising teams handling intake, inbound calls, or data entry in a pharmacy or healthcare environment.
• Excellent communication and interpersonal skills to interact effectively with team members, clients, and Pharmacy Technicians specialists.
• Strong organizational and time management abilities to handle multiple tasks and prioritize accordingly.
• Demonstrated leadership capabilities with the ability to motivate and develop teams.
• Proficiency in data entry and knowledge of pharmacy software systems. 
• Knowledge of pharmacy regulations, compliance standards, and patient confidentiality. 

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