Member Services Team Lead

Job Summary

Supporting frontline associates in a remote environment, the full-time Member Services Team Lead will manage real-time execution, provide coaching, and handle escalations for a new medication access and pharmacy supported care program.

Key responsibilities

• Own real-time execution during assigned shifts across chat and phone queues, ensuring timely responses and handling complex cases
• Serve as day-to-day support for Member Services Associates, providing coaching and conducting quality reviews
• Act as the first line escalation point for pharmacy and insurance issues, partnering with internal teams to resolve member concerns

Required qualifications

• 2-4 years of experience in healthcare support, pharmacy operations, or insurance navigation
• Prior experience in coaching or mentoring in a frontline environment
• Strong understanding of pharmacy workflows and medication access processes
• Experience handling escalations and emotionally charged member situations
• Ability to balance hands-on work with people leadership