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.
- 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.