Patient Engagement Team Lead

JOIN A LEADING HEALTHCARE COMPANY

At Curant Health our vision is to personalize healthcare driven by choice and defined by value. Our employees bring this vision to life through exceptional service personalized care accountability innovation and integrity. We offer competitive pay comprehensive benefits and opportunities for growth. We are currently seeking a Lead Patient Care Coordinator (PCC) for our St. Petersburg FL office to support frontline operations training and patient experience excellence within our Patient Engagement department.

Position Summary

The Lead Patient Care Coordinator (PCC-4) serves as the primary support and escalation resource for Patient Care Coordinators while maintaining direct patient engagement responsibilities. This role functions as a Subject Matter Expert (SME) for PCC processes supports quality assurance and training initiatives manages high-touch and high-priority patient accounts and ensures an exceptional patient experience across all interactions. The Lead PCC partners closely with Supervisors Trainers QA and Pharmacy teams and is viewed as a top performer and potential steppingstone into a supervisory role.

This position operates in full compliance with Specialty Pharmacy URAC v3.1 standards applicable to the role.

Responsibilities

Patient Support & Escalations

Serve as the first point of escalation for PCC calls and patient concerns

Provide inbound and outbound call support to maintain service levels

Support internal PCC call queues and transferred calls from other departments

Keep the patient journey and experience at the forefront of all interactions

Quality Assurance & Performance Support

Partner with the QA Technician to review PCC work for accuracy and compliance

Document errors in appropriate logs and provide real-time feedback to PCCs and Supervisors

Monitor quality trends and deliver targeted mentoring to improve performance

Manage daily pharmacy inquiries received via Medplan and ensure timely follow-up

Training & Staff Development

Assist the Engagement Trainer with onboarding and ongoing training of PCC staff

Monitor inbound and outbound calls for professionalism technical accuracy and policy adherence

Provide immediate question support and corrective guidance to PCCs

Develop and maintain quick-reference guides and operational job aids

Provide regular updates to Supervisors and leadership

Operational & Administrative Support

Accurately complete daily weekly and monthly operational tasks

Prepare departmental reports for the Patient Engagement Manager and Supervisors

Identify resolve and escalate workflow and system inconsistencies

Support team-building engagement and motivational initiatives

Patient Engagement & Pharmacy Coordination

Deliver superior pharmacy customer service to assigned patients

Maintain accurate documentation in Medplan and Pioneer Rx

Verify insurance update patient profiles process refills and collect copays

Review high-copay claims and identify copay assistance opportunities

Coordinate refill setup with Pharmacy fulfillment teams

Refer patients to appropriate programs and support resources as needed

Thoroughly document all patient and client communications

Departmental Backup & Coverage

Provide general administrative and operational backup as needed

Serve as backup to the PCC Supervisor in their absence

Act as a departmental go-to resource for cross-functional support

Qualifications

Education & Experience

High school diploma or equivalent required

Associates or Bachelors degree preferred

Minimum of 2 years of pharmacy or patient engagement experience

Retail or specialty pharmacy experience preferred

Demonstrated leadership initiative and consistent high performance

Licensure & Technical Skills

Registered Pharmacy Technician State of Florida (required)

Proficiency in Microsoft Word Outlook and Excel

Pioneer Rx experience preferred

Strong documentation accuracy and attention to detail

Why Work for Curant Health

Curant Health offers competitive compensation paid time off paid holidays employee prescription discounts training and development opportunities recognition programs and internal promotion pathways. Our

• ICARE valuesIntegrity Communication Accountability Relationships and Excellence
• guide everything we do. Curant Health is an equal opportunity employer.

Key Skills

Law Enforcement,ABB,Marine Biology,Filing,Automobile,AV

Employment Type : Full-Time

Experience : years

Vacancy : 1