Team Lead, Patient Solutions - Merck

JOB TITLE: Team Lead, Patient Solutions

EMPLOYER: AssistRx

DEPARTMENT: Patient Solutions

REPORTS TO: Program Supervisor, Patient Solutions

EFFECTIVE DATE: 4/2/2021 

REVIEWED DATE: 5/09/2025

SUMMARY: The Team Lead is responsible for engaging with the team member(s), program managers and other departments within the organization to support all operational activities, ensure efficient day-to-day operations and provide ongoing program metrics for customer business review meetings.

DUTIES AND RESPONSIBILITIES:

• Continuous monitoring of existing processes and analyzing their effectiveness.
• Review service trends and collaborate on priorities and next steps to improve productivity and efficiencies within Patient Solutions.
• Utilizes historical program and operational data to identify opportunities, trends/patterns, and behaviors to present recommendations on program enhancements, process changes or areas to expand our service offerings.
• Prepares program reports reflecting actual performance against KPI s and SLA s
• Monitor team workload to ensure timely completion of tasks.
• Review the creation of staffing model recommendations prior to presenting to leadership to ensure leader is presented with best and worst-case scenarios.
• Prepare periodic analysis on shift change request activity which includes shift swaps, shift adjustments, PTO, and VTO by team members for leadership review.
• Ensure consistency of processes, optimization of workforce and achievement of performance metrics.
• Collaborate on the design, roll-out and maintenance of reward and recognition programs.
• Assist with the development of policies and procedures for the department.
• Additional responsibilities as needed based on department, program and project requirements.

SUPERVISORY RESPONSIBILITIES:

QUALIFICATIONS:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• • Strong working knowledge of Microsoft Office Suite and pharmacy/healthcare systems; experience with CRM and case management tools is a plus.
• • Proven experience in benefit investigation and insurance verification, including interpreting coverage and working with various insurance types (Commercial, Medicare Part D, Medicaid, etc.). 
• • Demonstrated ability to interact professionally with healthcare providers, patients, and internal teams to resolve complex insurance and service issues.
• • Previous exposure to enrollment, pre-assessment, and benefits investigation workflows. • 
• Experience in call center, health insurance, or medical office environments preferred. • 
• Excellent problem-solving, communication, and conflict resolution skills
• . • Ability to coach, train, and support team members to meet and exceed performance standards.
• • Exhibit initiative and the ability to adapt in a fast-paced environment.

   

COMPETENCIES:

• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Frequently required to stand.
• Frequently required to walk.
• Frequently required to sit.
• Frequently required to utilize hand and finger dexterity.
• Continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually moderate. 
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision; distance vision; color vision; peripheral vision; depth perception and ability to adjust focus.
• Specialized equipment, machines, or vehicles used:  uses standard office equipment such as computers, phones, and photocopiers. 
• Work is performed in a traditional commercial office setting with standard office lighting and white noise.
• Additional remarks regarding work environment:
  • This job operates in a professional office environment.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.