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.