TMC Lead
Core
Frontline team leadership responsible for queue management, real-time productivity, and daily team support for a medication success platform.
Role type
Frontline Team Lead
Builds
Medication success platform connecting patients, providers, pharmacies, life sciences, and payers
Domain
Healthcare / Patient Access & Adherence
Deliverable
client delivery
Required skills
Queue management, real-time productivity monitoring, team coaching, performance tracking, issue escalation, shift coverage management, client communication, product feedback collection
Preferred skills
Previous leadership experience
Technologies
Support ticketing systems, productivity tracking tools
Responsibilities
Drive team performance to daily production and quality targets; Escalate workflow blockers to Operations Manager; Ensure accurate and timely claim/task completion; Manage shift coverage, PTO planning, and daily staffing ratios; Provide real-time coaching and performance feedback; Track daily team productivity and KPIs; Flag trends or anomalies to Operations Manager and CSMs; Obtain front line feedback on product bugs and enhancement opportunities; Aid in support ticket submission to product/dev teams.