L2 Patient Support Operations Lead

Job Description

Four-year degree or equivalent operational leadership experience, with 4+ years of supervisory or team lead experience in healthcare contact centers, patient access operations, or pharmaceutical BPO service delivery.

• Ability to work on-site in New Jersey to drive operational alignment, quality auditing, and day-to-day oversight.
• Advanced expertise in HIPAA and PHI compliance governance, SLA management, and quality assurance auditing within regulated healthcare environments.
• Proven track record of managing team workflows, handling client escalations, and optimizing case resolution across complex, dual-CRM technology environments.

Skills and Requirements

Serve as the primary on-site operational lead, overseeing daily team performance, case queue distribution, SLA compliance, and quality output for four remote L2 Specialists.

• Act as the senior point of escalation for high-complexity patient appeals, sensitive eligibility disputes, and potential fraud or program abuse investigations.

• Monitor operational workflows across dual CRM systems, identifying platform pain points, process bottlenecks, and opportunities for workflow harmonization.

• Interface directly with client leadership and full-time brand or program managers to deliver performance metrics, trend analysis, and SLA achievement reports.

• Enforce strict compliance protocols regarding Protected Health Information (PHI), HIPAA mandates, and program-specific regulatory guidelines.

• Lead daily stand-ups, perform weekly quality assurance audits, provide tactical coaching, and drive continuous skill development across remote specialists.

• Manage operational readiness and process capture during program launch and ramp phases in coordination with operational leadership and trainers. Prior experience interfacing directly with enterprise pharmaceutical stakeholders, such as J&J or similar life sciences clients, for operational reviews, trend analysis, and vendor alignment.

• Background in establishing initial team onboarding, SOP creation, and workflow training alongside dedicated clinical or operational trainers.

• Advanced knowledge of contact center operational metrics, including SLA adherence, Average Handle Time, Escalation Resolution Rate, and Case Backlog Management.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].