Team Lead, Pharmacy

Job Locations US-KY-Louisville
# of Openings



The Team Lead, Pharmacy, would have the responsibility to monitor team activity and effectiveness, manage queues in the Call Center Software as unexpected increases/decreases in volumes dictate, update FAQs as required, handle escalations, expedite tickets issued by the teams and assist in the setup of new campaigns in the Call Center Software and



  • Lead team or group performance to meet or exceed daily, weekly, monthly goals established by Pharmacy Management team.
  • Participate in training, daily monitoring, coaching and critiquing of team members.
  • Motivate and encourage agents through positive communication and feedback.
  • Assist and provide guidance to staff for handling call escalations.
  • Provide administrative support to the department Supervisor and/or support staff relative to department.
  • Troubleshoot problems until resolved.
  • Schedule employees, report and maintain files.
  • Use the time reporting system; signing and reporting all exception time on a weekly basis.
  • Complete other administrative tasks in a timely manner.
  • Perform responsibilities in a professional manner, meeting Company mission and goals.
  • Proficiency with CareTend processes and functions, and ability to use CareTend system to document transaction histories
  • Effective and written and oral communication across multiple departments.

The above duties are meant to be representative of the position and not all-inclusive.



  • High School Diploma
  • Prior experience in training, lead roles, or supervisory experience is highly desirable
  • Certification by the PTCB or a Pharmacy Technician license from the State of Indiana is required.
  • Experience with drug reimbursement issues and claim adjudication process required
  • Experience with insurance benefits investigations; knowledge of U.S. Private and Government payers required
  • Experience with HIPAA, PDMA, cGMP adverse events preferred
  • Ability to read, write, speak and understand the English language.


  • Excellent written and verbal communication skills.
  • Excellent analytical, problem solving and decision making skills.
  • Ability to accept changing workflows and unexpected demands requiring flexibility.
  • Ability to work under pressure and appropriately prioritize responsibilities.
  • Ability to work independently with minimal supervision.
  • Ability to develop collaborative working relationships.
  • Ability to prepare and write investigational reports for management review.
  • Working knowledge of current including Good Documentation Practices, and Good Distribution Practices.
  • Thorough understanding of the State of Indiana Board of Pharmacy Regulations
  • Basic understanding of Project Management e.g. Project Management Body of Knowledge – PMBOK Guide.
  • Able to use Microsoft Excel and Word at the following levels:
    • Word – Basic Level: This level of skills is sufficient to perform daily word processing tasks, such as, producing routine letters, memorandums, and informal reports. A person with this level of skills is able to use basic formatting, editing, printing functions, and understands the document page setup.
  • Proficient in use of computers and ability to learn internal software programs.
  • Ability to use a calculator to perform basic math functions and understands the concept of same including: add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; compute ratio, rate and percent.
  • Able to control one's own time and that of their direct reports; seeks agreement on resource allocation taking into account all stake holders; demonstrates frugality by properly preparing and adhering to budgets; seeks ways to decrease cost and spend only on things that improve customer satisfaction;


  • Location of job activities 100% inside
  • Noise and/or vibrations exposure
  • Stand and sit for prolonged periods of time

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


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