Team Lead – Intake Specialist (Patient & Specialty Services)
Location: East Hanover, NJ (Hybrid: 1 week onsite / 3 weeks remote)
Pay Rate: $33 – $35 per hour
Shift: 8:00 am – 5:00 pm
Contract: 1 year with potential to extend or convert
About the Role
The Team Lead, Intake Specialist plays a critical role in supporting the Patient & Specialty Services (PSS) Patient Support Center (PSC). This position oversees a team of Intake Specialists who process patient enrollment data and ensure accurate, timely entry into our Customer Engagement Center (CEC) CRM system. By managing day-to-day operations, driving performance, and supporting escalations, you will directly impact patients’ ability to access essential medications and services.
This is an exciting opportunity to join a mission-driven team that supports over 1.4 million patients annually and contributes to nearly $4B in U.S. Pharma revenue.
Key Responsibilities
- Lead and manage a team of 10–15 Intake Specialists.
- Oversee timely and accurate data entry of patient service request forms, insurance cards, and other documents into the CRM system.
- Support intake across channels such as web, chatbot, e-fax, email, and postal mail.
- Monitor and drive achievement of departmental KPIs, including productivity, accuracy, and quality.
- Review documents for Potential Adverse Event (PAE) identification and ensure proper reporting.
- Manage escalations related to systems, processes, or patient cases.
- Provide coaching, training, and performance feedback to Intake Specialists.
- Identify trends in performance, recommend process improvements, and encourage best practices.
- Foster a collaborative, innovative team culture focused on patient service excellence.
- Participate in system design, testing, and pre-implementation readiness activities.
- Communicate policy changes and organizational updates to the team.
- Complete other special projects as assigned.
Qualifications
Required
- Bachelor’s degree.
- 2–3 years of general office experience or equivalent training.
- At least 1 year of data entry/computer experience in an office or healthcare setting.
- Proficiency with MS Outlook and basic MS Office (Word, Excel).
- Strong attention to detail, communication, and interpersonal skills.
- Experience using network computer systems, copiers, scanners, and fax machines.
Preferred
- Experience with Salesforce CRM.
- Familiarity with HIPAA regulations and handling Protected Health Information (PHI).
- Medical office experience and knowledge of medical terminology.