Job Details

POSITION SUMMARY:

The Personal Care Specialist Team Lead supports the daily operations of the Personal Care Specialist team working under the direction of a District Manager. The PCS Team Lead is responsible for the day-to-day coordination of team activities, operational efficiency, and serves as a resource and coach for team members. This role is designed to optimize team expertise, relieve complexities for District Managers managing multiple functions, and provide ongoing support to a growing and evolving PCS team.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Ensure team is online, available, and schedules are adhered to

• Distribute tasks and facilitate rapid issue/escalation resolution

• Respond to team questions and escalations related to operations, copay, and FOC requests

• Monitor operational KPIs (call wait times, task delays, queue management, etc.)

• Manage coaching and performance development (run team meetings, 1:1s, performance gap interventions)

• Auditing responsibilities (AE audits, Genesys audits)

• Collaborate with District Manager on hiring, engagement, and resource optimization

• Provide direction and guidance to team members

• Assist in holiday/vacation management as requested by District Manager

• Monitor and manage records (BioScript spreadsheet, task lists)

• Facilitate sharing of best practices and find efficiencies in daily processes

• Report issues and challenges to District Manager

• Support operational transitions and new initiatives

• Coordinate overall engagement and team morale
  

QUALIFICATIONS:

• Minimum 3 years experience as a Personal Care Specialist or relevant patient support/case management experience

• Recognized expertise and respected by peers within PCS function

• Experience in operational and team coordination preferred

• Proven ability to manage stressful situations and multitask

• Solution-oriented mindset and resourcefulness

• Excellent interpersonal and communication skills

• Track record of coaching/mentoring others

• Available to work within assigned region

• Background in healthcare operations, customer service, or clinical support is an asset
  

MINIMUM SKILLS, KNOWLEDGE, AND ABILITY REQUIREMENTS:

• Strong organizational skills and attention to detail

• Effective time management and ability to set priorities

• Ability to analyze operational challenges and suggest improvements

• Strong customer focus and team engagement skills

• Proven problem-solving and critical thinking abilities

• Ability to communicate clearly both orally and in writing

• Ability to work collaboratively with DMs and other teams

• Commitment to upholding and optimizing PCS team best practices

Bachelor's degree in nursing, pharmacy, public health, health administration, or a related field, or equivalent experience required.

2+ years of experience in specialty pharmacy, patient navigation, case management, or a related field required.

Health Insurance Portability and Accountability Act (HIPAA) or applicable compliance training required. Certification in quality management, auditing, process improvement, pharmacy operations, healthcare quality, or equivalent preferred.

Schedule

Accessibility Policy

Cencora is committed to fair and accessible employment practices. When requested, Cencora will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.

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Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned