TMC Lead
Core
Frontline team leadership responsible for queue management, real-time productivity, and daily team support for a medication success platform. (via careerplan.io/jobs/E5-009-3C-27D-tmc-lead-at-tailormed)
Role type
Team Lead (Customer Support/Operations)
Builds
Patient medication journey support across access, affordability, and adherence
Domain
Healthcare / Health Equity
Deliverable
client delivery
Required skills
Queue management, real-time productivity monitoring, team coaching, performance tracking, issue escalation, shift coverage management, client communication
Preferred skills
Previous leadership experience
Technologies
Support ticketing systems, productivity tracking tools
Responsibilities
Drive team performance to daily production and quality targets; Escalate issues and workflow blockers to Operations Manager; Ensure accurate and timely claim/task completion per account standards; Flag client-specific issues to Operations Manager; Act as initial escalation POC for clients; Manage shift coverage, PTO planning, and daily staffing ratios; Provide real-time coaching and performance feedback; Track daily team productivity and performance metrics; Flag trends or anomalies to Operations Manager and CSMs; Obtain front line feedback on product bugs; Aid in support ticket submission to product/dev teams.
