Supervisor Patient Support

- urring knowledge gaps to identify targeted coaching and remediation opportunities.

- Partner with Quality and Training teams on calibration, refresher training, coaching effectiveness, remediation plans, nesting support, and implementation of process or policy changes.

- Complete or support live and recorded interaction monitoring, documentation reviews, and side-by-side observations in accordance with approved leadership and quality practices.

- Promptly escalate potential compliance, privacy, security, patient-safety, legal, or clinical concerns to the appropriate Manager or specialized support function.

- Maintain current knowledge of assigned patient-support , pharmacy-benefit , copay, claim-support , systems, workflow, and client requirements and reinforce updates across the team.

Reporting, Communication & Continuous Improvement

- Communicate daily priorities, staffing updates, operational changes, client messages, performance expectations, and known issues clearly and consistently to the assigned team.

- Prepare and maintain accurate team performance summaries, coaching records, attendance and schedule-adherence information, escalation details, action logs, and trend observations.

- Participate in leadership meetings, operational reviews, calibrations, training-readiness discussions, and client or cross-functional meetings as assigned.

- Escalate material performance, staffing, quality, compliance, technology, patient-experience , or employee concerns to the Manager with timely and complete information.

- Use performance data, root-cause observations, and frontline feedback to recommend practical improvements to workflows, documentation, training, queue management, employee support, and patient experience.

- Support implementation and reinforcement of approved process improvements, client updates, technology changes, audits, new-program activities, and other operational initiatives.

Key Success Indicators/Attributes

- Team consistently achieves assigned productivity, quality, documentation, schedule-adherence, attendance, and client-service expectations.

- Operational queues, escalations, coverage gaps, and patient concerns are identified early and addressed or escalated in a timely manner.

- Coaching is specific, documented, actionable, and effective in improving employee knowledge, behavior, quality, and performance.

- New hires and transitioning employees receive effective onboarding, nesting, floor support, and reinforcement of approved workflows.

- The team demonstrates consistent compliance with HIPAA, privacy, information-security , patient-verification, documentation, scripting, and escalation requirements.

- Demonstrates sound judgment, professionalism, discretion, reliability, empathy, and follow-through in a fast-paced healthcare contact center environment.

- Communicates effectively with representatives, leaders, patients, clients, and cross-functional partners and adapts quickly to changes in volume, staffing, technology, policies, workflows, and program priorities.

Supervisory Responsibility

This position directly supervises an assigned team of Patient Support Representatives. Responsibilities include day-to-day work direction, goal setting, coaching, performance monitoring, attendance and schedule-adherence support, recognition, escalation management, onboarding and nesting support, performance documentation, and recommendations regarding corrective action or employee development in partnership with the Manager and Human Resources.

Work Environment

This role operates primarily in an onsite professional contact center environment in Indianapolis, Indiana. The position routinely uses a computer, telephone/headset, dual monitors, CRM or case-management systems, telephony and workforce tools, quality-monitoring applications, reporting platforms, and multiple client, payer, or pharmacy-support systems. The Team Lead is expected to maintain a visible leadership presence on the contact center floor and collaborate with onsite and remote support functions.

Physical Demands

The physical demands are representative of those required to perform the essential functions of this role. The position involves sitting, standing, walking throughout the contact center, speaking, hearing, typing, viewing computer screens, monitoring employee work, and participating in meetings for extended periods. Occasional lifting or movement of light office materials may be required.

Position Type/Expected Hours of Work

This is a full-time, non-exempt position. The contact center is expected to operate across an approximately 8:00 a.m. to 8:00 p.m. coverage window, and the Team Lead must be able to work assigned opening, closing, or intermediate shifts and flex hours as needed to support multiple shifts, training waves, escalations, peak volumes, staffing gaps, and other business requirements. Occasional weekend or holiday support may be required based on program needs.

Travel

Limited travel may be required for client meetings, training, implementation activities, or other business needs.

Required Education and Experience

- High school diploma or equivalent required; bachelor's degree in Business Administration , Healthcare Administration, Operations, or a related field is preferred.

- Three or more years of contact center, patient services, healthcare operations, pharmacy-support , insurance, or related customer-operations experience.

- Prior Team Lead, supervisory, mentoring, subject-matter-expert, or comparable frontline leadership experience, including responsibility for coaching and monitoring employee performance.

- Demonstrated ability to support contact center performance through productivity, quality, schedule adherence, attendance, documentation accuracy, queue management, coaching, and operational escalation handling.

- Working knowledge of patient-support and pharmacy-support concepts, including copays, deductibles, coinsurance, out-of-pocket maximums, benefit verification, copay assistance, pharmacy claim responses, coordination of benefits, prior-authorization status support, and common claim-rejection scenarios.

- Strong verbal and written communication, coaching, conflict-resolution, organizational, problem-solving, and analytical skills, with proficiency in contact center technology, CRM or case-management systems, reporting tools, and Microsoft Office applications.

Preferred Education and Experience

- Experience leading a healthcare, pharmacy, patient-access, patient-support, or regulated contact center team, particularly in a client-service, outsourcing, or business-process environment.

- Certified Pharmacy Technician ( CPhT ) certification through the Pharmacy Technician Certification Board (PTCB) or another nationally recognized certifying organization is preferred. Active state pharmacy technician registration or licensure is also preferred where applicable.

- Spanish-speaking/English bilingual proficiency is preferred, particularly when supporting programs with bilingual patient-service requirements.

- Experience with new-site or new-program launches, rapid staffing ramps, multi-shift operations, new-hire nesting, quality calibration, workforce coordination, or continuous-improvement activities is preferred.

Additional Eligibility Qualifications

- Ability and willingness to complete all required Omega, client, and program training, including privacy, security, systems, quality, leadership, emotional sensitivity, and program-specific training as applicable.

- Ability to maintain confidentiality, exercise sound judgment, manage sensitive employee and patient matters appropriately, and work effectively across Operations, Quality, Training, Workforce Management, Human Resources, IT, Compliance, and client teams.