Team Leader, Government Pharmacy UM Operations

Job Description We’re hiring a Team Leader, Government Pharmacy UM Operations. This individual will be responsible for leading a team of departmental staff, including oversight of workload and execution of operational goals. Provides guidance on problem resolution, ensures member and customer satisfaction, and maintains compliance with applicable requirements. Leads performance coaching, development, and trend analysis, and serves as a key liaison between frontline staff, leadership, and cross functional partners. What You’ll Do Manage day-to-day workload to achieve business objectives; provide leadership and direction to the team and execute team goals and expectations. Act as a resource for the team; provide assistance on work processes and procedures. Foster a positive, accountable, and collaborative team culture. Serve as the primary point of contact for operational updates and escalations, including direct, customer-facing engagement as needed. Ensure employees are properly trained in processes and procedures and respond professionally, courteously, quickly, and accurately to all inquiries from internal and external customers. Provide ongoing coaching and development feedback to team members. Conduct regular coaching conversations and formal performance evaluations. Collaborate with other departmental teams to establish performance goals and monitor progress against those goals. Partner with cross functional teams to identify and address system or process gaps. Identify trends, determine root causes, and initiate appropriate action to resolve issues. Identify, document, and report system and process problems/trends using root cause analysis and implement solutions Conduct random audits of the team’s work. Review audit results with employees and create performance improvement plans as necessary. May develop short and long-term service objectives and methods and implement these methods when approved. Respond quickly and accurately to escalated issues from clients