Supervisor Patient Support

urring knowledge gaps to identify targeted coaching and remediation opportunities.

Partner with Quality and Training teams on calibration, refresher training, coaching effectiveness, remediation plans, nesting support, and implementation of process or policy changes.

Complete or support live and recorded interaction monitoring, documentation reviews, and side-by-side observations in accordance with approved leadership and quality practices.

Promptly escalate potential compliance, privacy, security, patient-safety, legal, or clinical concerns to the appropriate Manager or specialized support function.

Maintain current knowledge of assigned patient-support , pharmacy-benefit , copay, claim-support , systems, workflow, and client requirements and reinforce updates across the team.

Communicate daily priorities, staffing updates, operational changes, client messages, performance expectations, and known issues clearly and consistently to the assigned team.

Prepare and maintain accurate team performance summaries, coaching records, attendance and schedule-adherence information, escalation details, action logs, and trend observations.

Participate in leadership meetings, operational reviews, calibrations, training-readiness discussions, and client or cross-functional meetings as assigned.

Escalate material performance, staffing, quality, compliance, technology, patient-experience , or employee concerns to the Manager with timely and complete information.

Use performance data, root-cause observations, and frontline feedback to recommend practical improvements to workflows, documentation, training, queue management, employee support, and patient experience.

Support implementation and reinforcement of approved process improvements, client updates, technology changes, audits, new-program activities, and other operational initiatives.

Key Success Indicators/Attributes

Team consistently achieves assigned productivity, quality, documentation, schedule-adherence, attendance, and client-service expectations.

Operational queues, escalations, coverage gaps, and patient concerns are identified early and addressed or escalated in a timely manner.

Coaching is specific, documented, actionable, and effective in improving employee knowledge, behavior, quality, and performance.

New hires and transitioning employees receive effective onboarding, nesting, floor support, and reinforcement of approved workflows.

The team demonstrates consistent compliance with HIPAA, privacy, information-security , patient-verification, documentation, scripting, and escalation requirements.

Demonstrates sound judgment, professionalism, discretion, reliability, empathy, and follow-through in a fast-paced healthcare contact center environment.

Communicates effectively with representatives, leaders, patients, clients, and cross-functional partners and adapts quickly to changes in volume, staffing, technology, policies, workflows, and program priorities.

Supervisory Responsibility

This position directly supervises an assigned team of Patient Support Representatives. Responsibilities include day-to-day work direction, goal setting, coaching, performance monitoring, attendance and schedule-adherence support, recognition, escalation management, onboarding and nesting support, performance documentation, and recommendations regarding corrective action or employee development in partnership with the Manager and Human Resources.

This role operates primarily in an onsite professional contact center environment in Indianapolis, Indiana. The position routinely uses a computer, telephone/headset, dual monitors, CRM or case-management systems, telephony and workforce tools, quality-monitoring applications, reporting platforms, and multiple client, payer, or pharmacy-support systems. The Team Lead is expected to maintain a visible leadership presence on the contact center floor and collaborate with onsite and remote support functions.

Physical Demands

The physical demands are representative of those required to perform the essential functions of this role. The position involves sitting, standing, walking throughout the contact center, speaking, hearing, typing, viewing computer screens, monitoring employee work, and participating in meetings for extended periods. Occasional lifting or movement of light office materials may be required.

Position Type/Expected Hours of Work

This is a full-time, non-exempt position. The contact center is expected to operate across an approximately 8:00 a.m. to 8:00 p.m.…