Patient Engagement Team Lead at Curant Health

JOIN A LEADING HEALTHCARE COMPANYAt 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 SummaryThe 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.ResponsibilitiesPatient Support & EscalationsServe as the first point of escalation for PCC calls and patient concernsProvide inbound and outbound call support to maintain service levelsSupport internal PCC call queues and transferred calls from other departmentsKeep the patient journey and experience at the forefront of all interactionsQuality Assurance & Performance SupportPartner with the QA Technician to review PCC work for accuracy and complianceDocument errors in appropriate logs and provide real-time feedback to PCCs and SupervisorsMonitor quality trends and deliver targeted mentoring to improve performanceManage daily pharmacy inquiries received via Medplan and ensure timely follow-upTraining & Staff DevelopmentAssist the Engagement Trainer with onboarding and ongoing training of PCC staffMonitor inbound and outbound calls for professionalism technical accuracy and policy adherenceProvide immediate question support and corrective guidance to PCCsDevelop and maintain quick-reference guides and operational job aidsProvide regular updates to Supervisors and leadershipOperational & Administrative SupportAccurately complete daily weekly and monthly operational tasksPrepare departmental reports for the Patient Engagement Manager and SupervisorsIdentify resolve and escalate workflow and system inconsistenciesSupport team-building engagement and motivational initiativesPatient Engagement & Pharmacy CoordinationDeliver superior pharmacy customer service to assigned patientsMaintain accurate documentation in Medplan and Pioneer RxVerify insurance update patient profiles process refills and collect copaysReview high-copay claims and identify copay assistance opportunitiesCoordinate refill setup with Pharmacy fulfillment teamsRefer patients to appropriate programs and support resources as neededThoroughly document all patient and client communicationsDepartmental Backup & CoverageProvide general administrative and operational backup as neededServe as backup to the PCC Supervisor in their absenceAct as a departmental go-to resource for cross-functional supportQualificationsEducation & ExperienceHigh school diploma or equivalent requiredAssociates or Bachelors degree preferredMinimum of 2 years of pharmacy or patient engagement experienceRetail or specialty pharmacy experience preferredDemonstrated leadership initiative and consistent high performanceLicensure & Technical SkillsRegistered Pharmacy Technician State of Florida (required)Proficiency in Microsoft Word Outlook and ExcelPioneer Rx experience preferredStrong documentation accuracy and attention to detailWhy Work for Curant HealthCurant 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