Personal Care Specialist – Team Lead

• Ensure the team is online, available, and adhering to schedules




• Distribute tasks and facilitate rapid issue and escalation resolution




• Respond to team questions and escalations related to operations, copay, and FOC requests




• Monitor operational KPIs, including call wait times, task delays, and queue management




• Manage coaching and performance development through team meetings, one-to-ones, and performance-gap interventions




• Conduct AE and Genesys audits




• Collaborate with the District Manager on hiring, engagement, and resource optimization




• Provide direction and guidance to team members




• Assist with holiday and vacation management as requested by the District Manager




• Monitor and manage records, including the BioScript spreadsheet and task lists




• Facilitate sharing of best practices and identify efficiencies in daily processes




• Report issues and challenges to the District Manager




• Support operational transitions and new initiatives




• Coordinate overall engagement and team morale

Requirements

• Minimum 3 years experience as a Personal Care Specialist or relevant patient support/case management experience




• Recognized expertise and respected by peers within PCS function




• Experience in operational and team coordination preferred




• Proven ability to manage stressful situations and multitask




• Solution-oriented mindset and resourcefulness




• Excellent interpersonal and communication skills




• Track record of coaching/mentoring others




• Available to work within assigned region




• Background in healthcare operations, customer service, or clinical support is an asset




• Strong organizational skills and attention to detail




• Effective time management and ability to set priorities




• Ability to analyze operational challenges and suggest improvements




• Strong customer focus and team engagement skills
  
• Proven problem-solving and critical thinking abilities




• Ability to communicate clearly both orally and in writing




• Ability to work collaboratively with DMs and other teams




• Commitment to upholding and optimizing PCS team best practices




• Bachelor's degree in nursing, pharmacy, public health, health administration, or a related field, or equivalent experience required




• 2+ years of experience in specialty pharmacy, patient navigation, case management, or a related field required




• HIPAA or applicable compliance training required




• Certification in quality management, auditing, process improvement, pharmacy operations, or healthcare quality preferred

Core Competencies

Demonstrates expertise in operational coordination and team management within healthcare settings, with a strong focus on coaching, performance development, and process improvement. Proven ability to analyze challenges and implement solutions while maintaining high standards of customer service and team engagement.

Highest-signal resume keywords

• Patient Support Experience




• Operational Coordination




• Coaching and Mentoring




• Healthcare Operations Knowledge




• HIPAA Compliance Training

ATS Optimization Keywords

Hard Skills

• Operational KPI Monitoring




• Task Management




• Performance Development




• Process Improvement




• Quality Management




• Auditing




• Case Management




• Specialty Pharmacy Knowledge




• Patient Navigation




• Clinical Support

Soft Skills

• Interpersonal Skills




• Communication Skills




• Problem-Solving




• Time Management




• Team Engagement

Certifications & Qualifications

• Quality Management Certification




• Auditing Certification




• Process Improvement Certification




• Pharmacy Operations Certification




• Healthcare Quality Certification

Industry Keywords

• Healthcare




• Patient Care Specialist




• Customer Service




• Compliance
  
• Public Health

Tools & Technologies

• Genesys




• BioScript Spreadsheet