Intake Team Lead

Position Summary

At Cloud Rx, the Intake Team Lead for a non-dispensing HUB pharmacy will be responsible for leading and managing the daily operations of the Intake Technician team as well as technicians and ancillary personnel needed for new business acquisition. This is an exciting opportunity for a driven and outgoing person that will allow you to grow as our business grows. We are currently seeking an experienced and motivated Intake Team Lead. As the Intake Team Lead, you will play a crucial role in overseeing and supporting a dedicated intake team throughout the prescription life cycle. This position involves leading the intake team to validate and enter information on new patients, manage incoming calls, texts, and chats, auditing intake team workflows, and maintaining effective communication with various stakeholders. Team members may be a diverse group of individuals added as business needs require. Your role will be crucial in maintaining a high level of efficiency, accuracy, customer, and client service. Working closely with the leadership team, you will play a key role in optimizing workflow and training while ensuring technicians and support personnel are following relevant policies and processes. You will be the voice of the customer and will lead the team to ensure excellent customer service and satisfaction. Additionally, you will have responsibility for various operational aspects, including queue management, team performance, attendance, payroll. At Cloud Rx, we understand that our business thrives when our employees thrive, and it begins with hiring the right Call Quality/Intake/New Business Team Lead.  

Essential Duties and Responsibilities

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

• Team Management: Supervise and guide a team of pharmacy technicians and ancillary personnel, ensuring they perform their duties efficiently and effectively. Schedule and assign daily tasks to team members based on workload and priorities. Monitor team performance, provide feedback and coaching to enhance individual and group productivity. Oversee attendance and ensure compliance with the company’s attendance policies.  
• Payroll Management: Collaborate with HR and relevant departments to manage payroll processes for the team members accurately and timely.  
• Key Performance Indicators (KPIs): Collaborate with leadership to set and track key performance indicators for the team members to measure productivity and identify areas for improvement, ensuring client service levels are met. Develop strategies to achieve and exceed KPI targets, driving overall team performance.  Work with leadership to suggest and develop measurements for team members as business needs grow to ensure accurate representation of necessary job performance.
• Call Center Monitoring: Utilize call center reporting and KPIs to ensure employees are performing within established efficiency standards. Monitor incoming and outgoing calls to ensure call quality and performance standards are achieved.
• New Hire and Recursive Training Development: Work with Call Quality Coach and Trainer to develop all new business onboarding and recursive training materials with business units growth.
• Coaching and Development: Provide ongoing coaching and mentorship to team members to support their professional growth and enhance their skills. Conduct performance evaluations and develop performance improvement plans when necessary.  
• Onboarding New Business: Collaborate with the leadership to onboard new clients, ensuring a smooth integration process and providing necessary support.  
• Patient Escalation: Act as an escalation point for patient and client related issues, ensuring prompt resolution and exceptional customer service.  
• Queue Management: Monitor prescription and employee queues to optimize workflow and ensure prescriptions are processed efficiently.  
• Other assigned duties.  

 Minimum Qualifications (Knowledge, Skills, and Abilities)

• High school diploma or equivalent (bachelor's degree preferred).  
• Highly proficient at computer skills including Microsoft office suite (MS teams, MS word and Excel preferred) 
• Prior knowledge of Pioneer Rx pharmacy operating system (preferred) 
• Certified Pharmacy Technician (CPhT) license or equivalent certification.  
• Licensed with the Texas State Board of Pharmacy as a licensed pharmacy technician prior to start date (required)
• 4 or more years of prior Pharmacy experience
  • 5 or more years of prior experience with Specialty or Infusion Pharmacy medications (preferred)
  • Minimum of three (3) years in a management or lead role
• Excellent communication and interpersonal skills.  

• Ability to manage and prioritize tasks in a fast-paced environment.  
• Detail-oriented with a focus on accuracy and quality.  

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

• Prolonged periods sitting at a desk and working on a computer. Prolonged periods of standing and bending. 
• The employee is frequently required to walk; use hands to finger, handle, or feel; and reach forward with hands and arms. The employee is also occasionally required to sit and stoop, kneel, or crouch.
• The employee must occasionally lift and/or move up to thirty pounds.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.